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

Note: The job is a remote job and is open to candidates in USA. Optum is hiring a Service Operations Designer for its AI & Product Office to shape how AI-enabled products change care delivery and operations. The role maps current workflows, designs future-state services with care teams, and measures adoption and operational impact across markets.

Responsibilities

• 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 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
• 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 goes live
• Write the service design down so the next market can adapt it to its own operation rather than start again
• Raise the AI fluency of the market teams you work with, helping the people closest to the work use and build with AI safely

Skills

• 7+ years of experience in operations, process improvement, or service design, with at least 3 years within the healthcare industry
• 2+ years of recent (current or within the last 3 years) experience within a Care Delivery Organization, Home & Community Care or Hospital setting, designing AI-enabled products, services and tools to improve how care is delivered to end-users
• Experience within a large, complex, matrixed organization
• Experience planning and facilitating Lean, kaizen, or similar improvement events with frontline teams
• Experience using AI tools in your own work today and has built with them: an agent, automation, or large language model tool you designed, built, and ran, at work or as a personal project
• Works as a senior individual contributor: owns hard problems end to end, working across functions to deliver them
• Working proficiency in the tools this office builds with: GitHub and AI coding and agent tools, alongside process mapping and analytics tools
• Demonstrated ability to work at the enterprise level and at a single market's level, and to tell which one a given decision belongs to
• Demonstrated business acumen: defines operational measures, builds a baseline, and analyzes results with spreadsheets, SQL, or similar tools
• Proven solid writing: decisions, findings, and disagreements in this office are written down, so the writing is the work
• Proven ability to build relationships at all levels of the organization, earning trust with frontline staff and care team members as well as with operations leaders
• Current-state mapping and field observation
• Service and workflow design
• Facilitation of improvement events with frontline teams
• Operating model and policy design
• Operational measurement
• Change management and stakeholder readiness
• Enterprise and market-level judgment
• Relationship building across care teams and operations
• Bachelor's degree in a related field
• Advanced degree welcome
• Training in service design or human-centered design methods
• Lean or Six Sigma certification
• Experience in care delivery, care coordination, patient access, scheduling, or practice operations
• Experience designing services across multiple sites or markets and adapting to local differences
• Clinical or practice background, such as nursing, medical assistant, or practice management

Benefits

• Remote work from anywhere within the U.S.; hires in the Minneapolis or Washington, D.C. area are required to work in the office a minimum of four days per week.
• Comprehensive benefits package (subject to eligibility requirements).
• Incentive and recognition programs (subject to eligibility requirements).
• Equity stock purchase (subject to eligibility requirements).
• 401(k) contribution (subject to eligibility requirements).

Company Overview

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