Senior Manager, Customer Support - 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 to start Caring. Connecting. Growing together. 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 Lead the Government and Field Service customer support function for Enterprise Imaging, ensuring timely, consistent, and high-quality support for complex healthcare imaging customers Manage, coach, and develop assigned support team members, including performance management, workload prioritization, operational execution, employee development, and accountability for customer commitments Oversee support activities related to Government customers, field service coordination, escalations, customer readiness, operational handoffs, and cross-functional issue resolution Act as a senior escalation leader for high-impact customer issues, ensuring clear ownership, timely communication, documented action plans, and appropriate internal and external visibility Partner with Field Service, Product, Engineering, Customer Success, Managed Services, Deployment, Quality, Regulatory, Security, and other internal teams to resolve customer issues and improve support outcomes Monitor support performance, case trends, backlog, response time, action time, escalation volume, documentation quality, and customer satisfaction to identify risks and drive corrective actions Develop and maintain support best practices, knowledge management processes, operating procedures, escalation paths, and readiness plans for Government and Field Service-related workflows Support customer-facing meetings, operational reviews, escalation calls, and service readiness discussions as needed Ensure team members are trained on relevant Enterprise Imaging products, healthcare workflows, customer-specific requirements, quality expectations, and support processes Promote disciplined documentation, audit readiness, and compliance with applicable healthcare IT, privacy, security, quality, and regulatory expectations Participate in manager-level after-hours escalations such as manager on-call and Major Incident rotations, along with travel to customer sites as needed 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 5+ years of experience in healthcare IT, enterprise software support, medical imaging, imaging informatics, field service, technical support operations, or a related customer-facing technical environment 3+ years of progressive leadership experience managing technical support teams, field service teams, customer operations teams, or cross-functional service delivery teams Experience managing complex customer escalations, support operations, customer communications, and technical issue resolution in a healthcare or enterprise software environment Experience working with support metrics, case management systems, operational reporting, backlog management, knowledge management, and customer satisfaction improvement Knowledge of privacy, security, quality, and regulatory expectations in a healthcare technology environment Solid understanding of healthcare IT workflows, customer support operations, technical troubleshooting, and cross-functional escalation management Demonstrated ability to lead teams through high-pressure customer situations while maintaining clear communication, ownership, follow-through, and professionalism Proven ability to work across multiple internal teams to clarify ownership, remove blockers, and drive customer issues to resolution Proven solid written and verbal communication skills, including the ability to communicate clearly with customers, internal stakeholders, leadership, and technical teams Demonstrated ability to manage competing priorities, identify operational risks, and implement process improvements Preferred Qualifications Degree in healthcare, information technology, business, or a related discipline, or equivalent professional experience Experience supporting Enterprise Imaging, PACS, VNA, radiology workflow, reporting workflow, cloud-based imaging solutions, or related clinical systems Experience supporting Government, public sector, regulated healthcare, or highly structured customer environments Experience coordinating with or managing Field Service teams, including customer site readiness, hardware/software issue coordination, access dependencies, and operational handoffs Experience with customer credentialing, site access requirements, vendor compliance processes, or customer-specific onboarding requirements Experience working in environments subject to FDA Quality System expectations, Health Canada medical device requirements, HIPAA, ISO 27001, SOC 2 Type II, or similar quality, privacy, and security standards Experience leading post-incident reviews, root cause analysis, corrective actions, and continuous improvement initiatives Experience building support playbooks, knowledge articles, escalation procedures, team training plans, or operational readiness plans Proven solid executive presence with the ability to represent Customer Support in customer meetings, escalation discussions, and cross-functional leadership forums 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 - $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. #J-18808-Ljbffr Optum