Lead AI/ML Engineer

What the role needs

• Operating as a cross-functional leader, this role partners with stakeholders to transform traditional support models into intelligent, predictive, and highly automated operations.
• Define and execute the AI-in-Ops vision, roadmap and transformation strategy for Engagement Technology Operations
• Identify, prioritize and deliver high-value AI and automation use cases that improve operational efficiency, service reliability, scalability and cost optimization
• Lead the adoption of AIOps, Generative AI, Copilot, Agentic AI and intelligent automation across operational workflows
• Design and champion automation-first capabilities, including intelligent monitoring, predictive analytics, anomaly detection, automated remediation, self-healing and AI-powered operational assistants
• Define measurable KPIs and communicate the business and operational value delivered through AI, automation and reliability initiatives
• Drive the availability, performance, scalability and operational health of critical enterprise platforms through proactive monitoring, capacity planning and issue prevention
• Lead operational readiness reviews, disaster recovery, business continuity, platform governance and the evolution of support models and operating procedures
• Lead major incident response, cross-functional war rooms and executive communications for business-critical applications
• Drive root cause analysis, corrective and preventive actions, and continuous improvements in service restoration, incident reduction and operational resilience
• Manage strategic vendor and service-provider relationships, including performance, SLAs, escalations, contractual deliverables and emerging technology evaluations
• Partner with business and technology leaders to translate operational risks and technical challenges into clear business impacts, investment priorities and actionable recommendations

From the employer

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 in making healthcare work better for everyone through people-led, responsible AI while Caring. Connecting. Growing together. The Optum Technology Digital team is on a mission to disrupt the healthcare industry, transforming UHG into an industry-leading Consumer brand. We deliver hyper-personalized digital solutions that empower direct-to-consumer, digital-first experiences, educating, guiding, and empowering consumers to access the right care at the right time. Our mission is to revolutionize healthcare for patients and providers by delivering cutting-edge, personalized and conversational digital solutions. We're Consumer Obsessed, ensuring they receive exceptional support throughout their healthcare journeys. As we drive this transformation, we're revolutionizing customer interactions with the healthcare system, leveraging AI, cloud computing, and other disruptive technologies to tackle complex challenges. Serving UnitedHealth Group's digital technology needs, the Consumer Engineering team impacts millions of lives through UnitedHealthcare & Optum. The Optum Technology Chief Digital Office (CDO) Leadership team is transforming Optum to be an industry-leading Consumer brand. We are on a journey towards delivering a best-in-the-industry consumer experience to our patients and providers by delivering personalized digital solutions that support our consumers throughout their healthcare journeys. This team is transforming to meet the moment - to begin radically altering the way our customers engage with the healthcare system using modern tech to solve some of the most complex problems experienced along the way. Serving all of UnitedHealth Group's digital technology needs, the CDO team is responsible for driving outcomes across nearly 30 million+ human lives with UnitedHealthcare insurance, a number which puts UHC at the top of the pack as the largest managed care provider in the United States. 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: The Lead AI/ML Engineer will be responsible for advancing AI-powered operational excellence across Engagement Technology platforms. This role drives the strategy, design, and adoption of AI, automation, observability, and self-healing capabilities to improve reliability, efficiency, scalability, and operational resilience across the enterprise MarTech ecosystem. Operating as a cross-functional leader, this role partners with stakeholders to transform traditional support models into intelligent, predictive, and highly automated operations. * Define and execute the AI-in-Ops vision, roadmap and transformation strategy for Engagement Technology Operations * Identify, prioritize and deliver high-value AI and automation use cases that improve operational efficiency, service reliability, scalability and cost optimization * Lead the adoption of AIOps, Generative AI, Copilot, Agentic AI and intelligent automation across operational workflows * Design and champion automation-first capabilities, including intelligent monitoring, predictive analytics, anomaly detection, automated remediation, self-healing and AI-powered operational assistants * Define measurable KPIs and communicate the business and operational value delivered through AI, automation and reliability initiatives * Drive the availability, performance, scalability and operational health of critical enterprise platforms through proactive monitoring, capacity planning and issue prevention * Lead operational readiness reviews, disaster recovery, business continuity, platform governance and the evolution of support models and operating procedures * Lead major incident response, cross-functional war rooms and executive communications for business-critical applications * Drive root cause analysis, corrective and preventive actions, and continuous improvements in service restoration, incident reduction and operational resilience * Manage strategic vendor and service-provider relationships, including performance, SLAs, escalations, contractual deliverables and emerging technology evaluations * Partner with business and technology leaders to translate operational risks and technical challenges into clear business impacts, investment priorities and actionable recommendations * Provide senior leadership with concise reporting on platform performance, incidents, risks, operational metrics and strategic transformation initiatives 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 Computer Science, Engineering, Information Systems, or related field • 12+ years of experience in technology operations, platform engineering, cloud infrastructure, or related areas • 2+ years of enabling AI across technical teams • Experience leading enterprise-scale platforms supporting critical business operations • Experience with Azure cloud services, DevOps practices, and infrastructure management • Experience managing large-scale operational transformations and process improvements • Solid understanding of ITIL practices, incident management, problem management, and service operations • Demonstrated success managing vendor relationships and strategic technology partnerships Preferred Qualifications: • Experience supporting Adobe Experience Platform (AEP), Adobe Journey Optimizer (AJO), Customer Journey Analytics (CJA), or related MarTech platforms • Experience with observability platforms, SRE practices, and reliability engineering • Experience with AI/ML-enabled operational monitoring and automation • Experience in highly regulated environments such as healthcare, financial services, or insurance • Proven solid communication and executive presentation skills *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 $145,500 - $249,500 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 help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives. UnitedHealth Group and its affiliated brands are 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 and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employme nt.