• Own and optimize Grove's lifecycle and trigger ecosystem — including complex Braze canvases, targeting and exclusion logic, Liquid personalization, and technical integrations with Shopify and Recharge • Design, execute, and operationalize A/B and multivariate tests across channels, maintaining an ongoing testing pipeline that compounds learnings over time • Build, QA, and deploy campaigns and canvases directly in Braze across email, push, SMS, and in-app channels • Analyze campaign and trigger performance on a weekly and monthly basis, translating data into actionable insights • Bring a strategic lens to lifecycle program decisions — contributing a point of view on what to prioritize, what to test next, and where the biggest opportunities are • Collaborate cross-functionally — including playing a key role in integrating CRM with new personalization and loyalty infrastructure

• Account portfolio management and revenue expansion • Identify opportunities for upsell, cross-sell and increased product usage. • Propose and execute strategies to grow recurring revenue and improve customer retention. • Lead executive follow-up meetings and present results. • Develop customer success plans aligned with clients’ business objectives. • Operational management and governance • Monitor all initiatives and projects underway within the portfolio. • Ensure prerequisites, dependencies and deliverables are properly mapped and met. • Act as the primary point of contact between customers and internal teams (Product, Engineering, Implementation, Support and Operations). • Monitor execution risks, delays and impacts on customers. • Results and performance analysis • Build and track customer success metrics and indicators. • Assess the impact of implemented actions using KPIs and business metrics. • Perform quantitative and qualitative analyses to validate outcomes. • Identify successful initiatives and structure replication plans for other customers. • Continuous improvement and scalability • Review, document and optimize Customer Success and Implementation processes. • Create and evolve playbooks, frameworks and operational routines. • Identify bottlenecks and opportunities for automation. • Implement best practices to increase predictability, operational efficiency and value delivery.

Requisition Number: 2361433 Optum Tech is a global leader in health care innovation. Our teams develop cutting-edge solutions that help people live healthier lives and help make the health system work better for everyone. From advanced data analytics and AI to cybersecurity, we use innovative approaches to solve some of health care's most complex challenges. Your contributions here have the potential to change lives. Ready to build the next breakthrough? Join us to start Caring. Connecting. Growing together. The Sr. Manager - Customer Engagement leads a global team responsible for managing business relationships, escalation governance, and engagement across IT Support Services (ITSS) for US and international OGA operations. This role acts as a critical bridge between business stakeholders and technology teams, ensuring seamless service delivery, proactive engagement, and adoption of ITSS capabilities to improve employee experience and operational outcomes. Drives global customer engagement, escalation governance, and business-IT alignment to enable proactive service delivery and improved employee experience across ITSS. You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities: - Customer Engagement & Governance - Establish and operationalize a structured engagement model across US and international business partners, including defined cadence, governance, and accountability frameworks - Build and maintain solid relationships with business POCs, acting as the single point of contact for ITSS engagement and service alignment - Drive Voice of Customer (VoC) integration, translating feedback into actionable improvements for ITSS services and capabilities - Escalation & Incident Management - Lead end-to-end escalation management, ensuring prioritization based on business impact and timely resolution of high-severity incidents - Identifies and implements proactive escalation strategies by leveraging data insights and business feedback to anticipate risks, streamline response mechanisms, and prevent issue recurrence - Ensure closed-loop resolution, including root cause analysis, communication, and prevention of repeat issues - Business-IT Alignment & Change Enablement - Act as a bridge between business and IT, translating operational needs into technology priorities and ensuring solution alignment - Partner with Tech Experience and product teams to socialize new technologies and drive adoption across business units - Leverage data-driven insights (CSAT, incident trends, usage metrics) to influence prioritization and continuous improvement - Global Team Leadership - Lead and develop a distributed team across onshore (US) and offshore (Philippines) locations, ensuring alignment on goals, processes, and service delivery - Establish a high-performance culture centered on accountability, responsiveness, and customer-centricity - Provide leadership during peak periods and major incidents, ensuring team readiness and operational resilience Kep Priorities: - Stand up and scale a standardized customer engagement and escalation governance model globally - Strengthen business partnerships across US and OGA operations to ensure alignment on priorities and outcomes - Improve adoption of ITSS tools and self-service capabilities to reduce demand and improve experience - Shift from reactive escalation management to proactive, insight-led engagement Success Measures - Operational - Reduction in escalations and faster resolution times through structured management - Increased adoption of ITSS capabilities driving improvements in CSAT, deflection, and efficiency - Solid alignment between business and IT, especially during high-severity events - People & Leadership - High-performing, globally aligned team with clear ownership and accountability - Solid credibility and trust with business and technology stakeholders - Recognition as a strategic partner enabling business outcomes, not just an escalation function You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications: - Deep experience in incident/escalation management and IT service operations (ITSM) - Proven solid stakeholder management and executive communication skills - Proven ability to lead global, distributed teams - Proven ability to drive change adoption and influence without authority - Proven data-driven mindset with focus on continuous improvement and customer experience *All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $112,700 to $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable. Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

• Partner with client-specific locations to provide updates and support on services planned and rendered. • Schedule Independent Service Providers (ISPs) for services and monitor through completion for client satisfaction. • Manages the life cycle of a client work order, including: Creating the work order, Assigning to ISPs, Scheduling the service, Following-up on completion, and Invoicing the client. • Communicate internally and externally using phone, email, text messages, Microsoft TEAMS, and 3rd part work order management systems. • Serve as the liaison between the client and Independent Service Provider(ISP). • Manage customer concerns as they arise in a timely and professional manner. • Accurately manage and update ISP and client activities in JANIT. • Daily IVR validation and monitoring to ensure ISPs are meeting scheduled commitments.