Customer Service Manager - 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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring.

Connecting. Growing together.

Are you the right candidate for this opportunity Make sure to read the full description below.

We are looking for experienced Customer Service Managers to manage the technical aspects of our PaaS / SaaS product support.

This role will lead and manage Tier 1 / Tier 2 Support and Sustainment activities and provide leadership for our Tier 1 / Tier 2 Support and Sustainment teams.

The ideal candidate will have an in-depth understanding of the PaaS / SaaS platform / products and hold multiple Certifications (Pega, Microsoft Power Platform, Appian, Box) and be a Salesforce Certified Administrator.

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

Primary Responsibilities :

• Provide technical leadership and oversight for assigned PaaS environments within the organization, ensuring best practices are followed.
• Lead and manage the Tier 1 / Tier 2 Support and Sustainment teams, providing guidance and direction for technical support and system maintenance.
• Collaborate with cross-functional teams to align deployments with end user support activities.
• Conduct regular case audits and performance reviews to proactively identify areas for improvement and innovation within assigned PaaS environments.
• Facilitate knowledge sharing and best practice adoption across the support and sustainment teams.
• Serve as a mentor and technical expert to team members, fostering professional growth and technical excellence.
• Keep abreast of new platform features, updates, and best practices to continually enhance the capabilities and performance of our Orgs.

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 :

• Bachelor's degree in Business, Information Technology, Computer Science or a bachelor's degree in a non-technical field and 5+ years of hands-on platform experience.
• 8 years of additional relevant experience may be substituted for education.
• Certified Salesforce Administrator.
• Industry Recognized Certified Administrator and Certified Cloud Platform Consultant for each respective platform (i.e., Salesforce Certified Administrator, Microsoft Azure Fundamentals certificate, etc.).
• 5+ years of professional experience.
• 3+ years of experience leading a team of Customer Service Technicians, ensuring the workload is balanced, tickets are closed in a timely manner to meet contract deliverables, responding to escalations from stakeholders, and being responsible for reporting on Help Desk statistics.
• Proven track record of leading technical teams in a support and sustainment capacity.
• Solid leadership skills with the ability to manage complex projects and drive team performance.
• United States citizenship.

Preferred Qualifications :

• Additional Platform certifications (especially cross product).
• Experience with Cloud solutions (e.g., Sales Cloud, Service Cloud, Marketing Cloud).
• Advanced problem-solving skills and excellent communication abilities.
• Ability to communicate both verbally and in written form.
• Reliable internet service that allows for effective telecommuting.
• Ability to obtain and maintain a suitability or determination of eligibility for a Confidential / Secret or Top Secret security clearance.
• All work must be conducted in the United States.
• Conduct work and be available in VA communication channels during EST business hours.
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C. Residents Only : The salary range for this role is $88,000 to $173,200 annually.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.

UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).

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.

Diversity creates a healthier atmosphere : UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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Remote working / work at home options are available for this role.