Director Of Technology Operations - Omni - Remote - Remote Eligible

Director, Technology Operations - Engineering

At Optum, we are shaping the future of health care through technology that powers better outcomes for millions of people. As Director, Technology Operations - Engineering, you will provide strategic and operational leadership for enterprise technology operations, observability, and omnichannel contact center platforms.

You will be accountable for the availability, performance, and resilience of mission-critical systems, leading global teams that monitor, operate, and optimize infrastructure and applications across cloud and on-prem environments. This role is key to delivering exceptional experiences for patients, providers, and partners while driving operational efficiency and innovation at scale.

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:

• Strategic Operations Leadership
• Define and execute the enterprise operations strategy for observability, monitoring, and service reliability across all technology platforms
• Lead the Omni Operations Command Center (OOCC) and ensure operational rigor, rapid incident response, and alignment with business SLAs
• Establish and report on operational health metrics, SLI, SLOs, and KPIs to senior executives
• Observability & Resilience
• Build and mature an outside-in monitoring and observability framework leveraging tools like Grafana, Datadog, Splunk, Dynatrace, and ServiceNow
• Drive proactive incident detection and business impact visibility through synthetic monitoring, telemetry, and AIOps capabilities
• Omnichannel & Contact Center Operations
• Own operational excellence for AWS Connect, Genesys Cloud, and NICE platforms, ensuring a seamless omnichannel experience across voice, chat, email, and self-service
• Partner with product engineering teams to improve reliability, scale, and innovation in contact center capabilities
• Cloud Engineering & Operations
• Oversee cloud infrastructure operations, ensuring high availability, security, and cost optimization across AWS and hybrid environments
• Champion automation, runbook development, and continuous improvement in cloud operations
• Incident, Problem & Change Management
• Serve as senior escalation leader for Sev1/Sev2 events, coordinating cross-functional response and executive communication
• Drive enterprise root cause analysis programs and implement systemic fixes
• People & Vendor Leadership
• Recruit, mentor, and develop high-performing global operations teams, fostering a culture of accountability, learning, and operational excellence
• Build and manage strategic relationships with technology vendors, ensuring SLA adherence and maximizing value

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:

• 10+ years in enterprise technology operations leadership, including running 24x7 mission-critical environments
• 5+ years leading observability, monitoring, or SRE functions, including dashboarding, telemetry, and synthetic monitoring
• 5+ years of operational ownership for omnichannel platforms (AWS Connect, Genesys, NICE, or equivalent)
• Deep experience managing operational command centers and incident/problem/change processes
• Solid background in cloud operations and engineering (AWS preferred), including automation, scaling, and FinOps awareness
• Demonstrated ability to lead global teams and influence across engineering, security, and business functions
• Proven excellent communication skills, capable of briefing executive stakeholders and translating technical issues into business context

Preferred Qualifications

• Experience deploying AI/ML-driven observability (AIOps) solutions
• Knowledge of ITIL, SRE, and DevOps frameworks
• Proven success driving continuous improvement and operational modernization

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). The salary for this role will range from $132,200 to $226,600 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.