Senior Product Analyst - Issue Lead

Issue Lead For Adobe Experience Platform

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.

We're seeking an experienced Issue Lead to own end-to-end incident and issue management across our Adobe Experience Platform (AEP) stack -Adobe Journey Optimizer (AJO), Customer Journey Analytics (CJA), and Real-Time CDP (RTCDP). This role will be the central point for triage, prioritization, coordination, and resolution -ensuring issues don't stagnate, root causes are identified and fixed, and stakeholders have clear visibility into status, impact, and timelines. You will manage the Issue Dashboard (open/closed, categories, themes, root causes, actions), run monthly executive reviews, and keep capability leads aligned and proactive in communications to impacted stakeholders.

Primary Responsibilities:

• Triage & Ownership: Intake & triage new issues, classify by impact and type, establish severity levels and risk assessment
• Coordination & Progress Management: Drive cross-functional resolution, monitor progress, prevent stagnation, ensure workarounds and rollbacks
• Issue Dashboard & Insights: Build and maintain live dashboard with open/closed issues, categories, themes, root cause analysis (RCA) and corrective and preventive action (CAPA) tracking
• Root Cause & Prevention: Lead RCA for high/critical issues, ensure preventive measures implemented and verified
• Communication & Governance: Host monthly sessions, engage capability leads, partner with comms/PMO for stakeholder updates

Required Qualifications:

• Undergraduate degree or equivalent experience
• Adobe Experience Cloud/AEP certifications
• 5+ years in digital/marketing technology, data platforms, or analytics operations
• Hands-on experience with Adobe Experience Platform - AJO, CJA, and RTCDP
• Experience working with Adobe Support and coordinating vendor escalations
• Solid issue/incident management background with ability to triage and drive closure
• Proficiency with issue tracking and dashboarding tools (Jira/Azure DevOps/ServiceNow; Power BI/Tableau/Looker)
• Proven excellent communication and stakeholder management skills

Preferred Qualifications:

• Experience running AEP initiatives (journey orchestration, segmentation, destinations, analytics)
• Experience with RCA frameworks and post-incident reviews
• Familiarity with CI/CD, test automation, and observability/alerting for martech stacks
• Knowledge of privacy, consent, and data governance (GDPR/CCPA)
• Tools & Platforms
• Adobe Experience Platform (AJO, CJA, RTCDP), Jira/Azure DevOps, ServiceNow, Power BI/Tableau/Looker

Core Competencies:

• Ownership & Bias to Action
• Systems Thinking
• Problem Solving
• Influence Without Authority
• Clarity in Communication
• Operational Rigor

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.