Madhur Pande

SUMMARY Seasoned Product and Technology management executive with extensive experience in conceptualizing, building, and delivering B2C and B2B products in healthcare, consumer technology, and wireless industries. Proven track record of developing digital vision and strategy, gaining CXO and business buy-in, building high performance teams and delivering measurable business outcomes. Successful in harnessing established and upcoming technologies including AI/ML to build personalized experiences and improve productivity, APIs for interoperability, and cloud and DevOps for agility and speed to market to provide contextual and easy to use end-to-end streamlined digital experiences. Deep understanding of the healthcare ecosystem and the role of technology to not only improve the experience for consumers and providers but also to drive revenue growth, reduce provider burn-out and cost of care delivery. Managed annual operational budgets of $100M+, delivered complex consumer and provider/care team centric solutions to market, and managed the work of large teams comprising business, functional and technology ranging across physicians/care delivery, product, engineering, user experience, user design, data and analytics, and sales and marketing. EXPERIENCE Optum, United Health Group, Eden Prairie, MN 2023-2024 Senior Vice President, Digital Product at Optum Health Hired into a new Senior Leadership Team (SLT) role reporting to the Chief Consumer Officer of Optum. Accountable for defining the Optum Health digital strategy and roadmap and delivering solutions to provide best-in-class and easy-toaccess care at affordable cost to 100 million+ Optum consumers by creating a frictionless consumer digital experience across Optum Health’s wide portfolio of care delivery and health solutions. The digital experience is a foundational component of Optum’s strategy to build a comprehensive, value-based, patient-centered health care system. Responsible for delivery of business and member outcomes by orchestrating the work of a cross functional team of 350+ product managers, engineers, solution architects, UX designers, analytics professionals, and delivery managers. Key accomplishments: • Instrumental in developing and getting buy-in for the digital strategy and roadmap with C-level executives at United Health Group (COO of United Health Group, President of Optum) and Optum Health (CEO of Optum Health, CEO and COO of regions) and technology leadership team. • Secured funding, finalized solution architecture and organized cross-functional teams to develop Optum Health platform- a componentized approach to building B2C and B2B2C digital experiences with a single front-door to enhance member discoverability, increase reusability and improve speed to market. • Kick-started development of new Optum Patient app with innovative healthcare industry first AI enabled chat to text experience to increase online self-service of tasks like “find care and book an appointment”. • Defined and implemented operating model and governance structure with market clinical/operations teams to drive alignment and standardization with the goal to optimize EPIC EHR deployments and enable consistent digital workflows. Kaiser Permanente, Pleasanton, CA 2016- 2023 Executive Director, Product- Digital Health Executive Product Leader responsible for driving the digital transformation of all aspects of Kaiser Permanente’s member experience and engagement for the care and wellness portfolio that consists of digital care navigation, virtual care experience, digitally enhanced in person visit, chronic and episodic condition management which includes remote patient monitoring programs for diabetes, maternity, cancer, cardiac and mental health, and providing digital tools for preventive care and forming healthy habits. Led a product organization of 35+ Sr. Directors, Directors, Principal Product Managers, and Product Managers to create the vision, strategy and roadmap for Kaiser Permanente’s digital care and wellness portfolio. C0-managed the work of 200+ product owners, user experience designers, architects, developers, and program managers responsible for launching and driving adoption of industry leading solution and services with a goal to improve patient/provider experience and reduce cost of care delivery Key Accomplishments: • Redesigned KP member app and website which was Webby People’s Voice Winner in 2022 and awarded recognition as Design Company of the Year by Fast Company in 2022. • Responsible for launching and driving adoption of industry leading 24x7 intelligent virtual care solution in less than 6 months. This solution leverages AI to prioritize the care of high acuity/urgent need patient with appropriate first available PCP or specialist. Low abandonment rate and average wait time. ~10% reduction in inappropriate urgent/ER visits across KP footprint within the first 10 months. • Launched personalized AI-enabled web and mobile guided care management in partnership with Kaiser Physician group, training AI models using clinical protocols and population health data. >60% PCP visits booked online, increase in Evisits and reduction is non-clinical emails to care team. Appointment Modality Recommendation System (using AI). U.S. Provisional Patent Application No. 63/291,414, filed December 19,2022. Patent pending. Senior Director, Product- Digital Health Led the digital transformation across enterprise Kaiser by aligning cross-functional executive leadership (Physician, Health Plan and Kaiser Digital) behind shared objectives and key results. Key Accomplishments: • Built and led purpose-driven product and delivery teams based on consumer experience taxonomy. • Responsible for developing the digital first strategy, building digital product roadmaps, and delivering solutions for digital care navigation, virtual care experience and digitally enhanced in-person care for KP’s 12 million+ member base. • Led the launch of 24x7 telehealth platform for KP which improved customer experience while lowering the cost of care delivery. Director, Digital Products & Solutions- Care Delivery and Health Engagement Led the product management function for Digital Care Delivery and Health Engagement portfolio consisting of 20+ digital solutions. Responsible for member facing digital care and health & wellness solutions on the Kaiser Permanente website (kp.org) and Kaiser mobile application used by over 7 million Kaiser members. Managed a team of 15+ Senior Product Managers and Product Managers to define product vision and strategy, develop product roadmap and deliver new digital capabilities for Kaiser members. These products and solutions were delivered by a team of 125+ product owners, user experience designers, architects, developers, and program managers. Sr. Manager, Mobile and Emerging Platform Led a team of Product Managers within Kaiser’s Digital Experience Center. Shaped KP’s mobile app and emerging platform strategy, developed and managed the Mobile web and Mobile app roadmap with a focus on human centered design and collaboration with technical teams to deliver products using Agile framework. Over 3 million Kaiser members used the Mobile application as a convenient on-the-go tool to manage their end-to-end health care needs including finding doctors, scheduling appointments, enabling video appointments, accessing health records, ordering, and refilling prescriptions. U.S. Cellular Corp., Chicago, IL 2007-2014 Sr. Manager, Product Development Led a team of product development managers with end to end (concept to launch) responsibility for new wireless products and services. The team was responsible for concept refinement, user experience development, business case development, securing management buy-in, formulation of product development and go-to-market plans and leading cross functional teams (Brand, Product marketing, Technology, Customer service, Sales, Finance and Strategic partners) to execute the plan. Technology and Product roles at Jabra and Nortel Networks 2003-2007 EDUCATION Kellogg School of Management, Northwestern University Chicago, IL MBA, concentration in Marketing and Strategy University of Texas at Dallas Richardson, TX