Service Operations Designer, Care Delivery - AI & Product Office - Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us in making healthcare work better for everyone through people-led, responsible AI while Caring. Connecting. Growing together.

The Service Designer, AI & Product Office designs how care and operations change when an AI-enabled product arrives, helping the Chief AI & Product Officer (CAIPO) drive Optum Health’s enterprise AI-enabled product strategy, Agenix solutions portfolio, and product capability agenda. Serving as observer, designer, and operator, this role maps how care runs today and designs the future state with the people who do the work: the roles, workflows, handoffs, and operating decisions around the software.

This individual is accountable for measurable enterprise value in the operation: whether the product and the operation around it were designed together, and whether the change shows up in how care is delivered. The Service Designer turns what one market learns into a service design the next market can adapt.

This is a job for a builder. The team is just starting, and you will help build it and shape how it innovates, at the highest level. The office is small today, and that is by design: its leverage is the enterprise AI investment it drives across Optum Health. You will spend real time where care is delivered, with the care teams who deliver it, and you will use AI tools to take the manual work out of observing, mapping, and synthesizing.

The AI & Product Office is building a small, cross-functional product team: product management, engineering, product design, service design, deployment, and clinical, working alongside care team members from each local market team. The team embeds with a local Optum Health market team to find problems with the people who do the work, then design, build, deploy, and measure the products that fix them. What the team learns in the first market is written down as the method for the next one.

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Primary Responsibilities:

• Map & Discover
  • Embed with local teams to shadow and map how care is delivered today, end to end, across primary care, specialty, home and community, and virtual care, including the handoffs, systems, and points where patients drop out
  • Plan and facilitate kaizen events and working sessions with frontline staff, care team members, and managers to find the problems worth fixing and design the future-state workflow with them
  • Write down what you observe each week so it is reviewed on cadence, turned into decisions, and usable by the team and the next market’s team without you in the room
• Design the Service
  • Design the service blueprint around each product: roles, workflows, scripts, handoffs, staffing, and the policies that change when the product arrives
  • Partner with product, design, and engineering to decide what the product should do and what the operation should do
  • Partner with market operations leaders, practice managers, and clinical leaders on the operating decisions a new service needs, and determine which decisions belong to a single market and which belong to the enterprise
  • Partner with finance, technology, data, security, legal, privacy, compliance, care teams, and other stakeholders so each service design is responsible, secure, and enterprise-ready
• Measure, Adopt & Hand Off
  • Define the operational measures, such as access, time to care, and staff time, and establish baselines before launch so the change can be measured
  • Develop change management plans with the deployment manager, so the people affected understand the purpose, impact, readiness requirements, and expected value of each change
  • Hand the service design to the deployment manager for go-live, and stay with it through launch so what was designed is what g…