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.
The Associate Director, Strategic Operations & Client Transformation serves as a key liaison between Optum Care Service Operations (NSC), AI initiatives, Markets, Care Delivery Organizations (CDOs), PMOs, and frontline call delivery teams. This role is responsible for building solid partnerships that enable a unified operational strategy while ensuring alignment with Optum's standard service model, customer experience objectives, and enterprise priorities.
The Assoc Director drives strategic planning, operational transformation, innovation, and client engagement across multiple stakeholders. Through consulting, operational expertise, and relationship management, this leader identifies opportunities to improve performance, increase efficiency, enhance patient and provider satisfaction, and support the successful implementation of new operating models, technologies, and service delivery strategies.
Success in this role is measured by the ability to align organizational initiatives with frontline outcomes, deliver measurable operational improvements, and serve as a trusted advisor to clients and internal partners.
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 Leadership & Transformation
- Develop and execute strategic roadmaps that align operational priorities across Service Operations, Markets, CDOs, PMOs, and call delivery teams
- Lead transformation initiatives focused on operational excellence, scalability, efficiency, and customer experience improvement
- Evaluate current-state operations and identify opportunities for process optimization, standardization, and service model enhancements
- Drive continuous improvement efforts that support enterprise and client objectives
- Serve as a champion for innovation by identifying emerging capabilities, technologies, and best practices that enhance service delivery
- Synthesize complex data and strategic initiatives into executive-ready presentations, delivering clear, actionable insights and recommendations along with updates to senior leaders
- AI Operations Liaison
- Act as the primary operational liaison for AI initiatives and operational integration efforts
- Partner with business leaders and CDO stakeholders to ensure successful deployment and adoption of AI-enabled solutions
- Translate operational requirements into actionable implementation strategies
- Monitor operational impacts and partner with stakeholders to optimize outcomes
- Client & Stakeholder Management
- Build and maintain solid executive-level relationships with Markets, CDOs, PMOs, and operational leaders
- Serve as a trusted advisor and strategic consultant to clients and partners
- Manage high-touch customer interactions and escalation support, ensuring timely issue resolution and stakeholder satisfaction
- Facilitate alignment between client needs and enterprise operational standards
- Present recommendations, business cases, and performance updates to senior leadership
- Operational Consulting & Performance Improvement
- Consult with CDOs and market leaders to identify opportunities for operational improvements and service enhancements
- Support migrations into Enterprise Clinical Services (ECS) call teams and related operating models
- Assess operational readiness, risks, dependencies, and change management needs
- Recommend solutions that improve efficiency, effectiveness, quality, experience and customer outcomes
- Ensure recommendations are grounded in standard service models and customer experience best practices
- Implementation & Program Support
- Serve as a subject matter expert (SME) for implementation, transformation, and operational improvement projects
- Partner with PMO, operations, client and implementation teams to ensure successful project execution
- Provide operational guidance throughout planning, deployment, stabilization, and optimization phases
- Facilitate cross-functional collaboration across multiple business units and teams
- Customer Experience & Satisfaction
- Advocate for exceptional patient and provider experiences across all service delivery models
- Monitor operational performance and customer satisfaction metrics
- Identify barriers impacting service quality and lead corrective action planning
- Ensure operational decisions support both customer outcomes and organizational goals
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 or equivalent work experience
- Lean, Six Sigma, PMP, or related operational excellence certifications
- 7+ years of experience in healthcare operations, contact center operations, client management, consulting, program management, or related fields
- Experience leading large-scale operational improvement or transformation initiatives
- Experience developing strategic plans and delivering executive-level presentations
- Experience supporting healthcare call center operations or service delivery organizations
- Experience supporting enterprise implementations, migrations, or organizational change efforts
- Experience working within matrixed healthcare organizations
- Familiarity with AI-enabled service delivery and healthcare technology solutions
- Demonstrated success managing complex stakeholder relationships across multiple organizational levels
- Demonstrated solid analytical, problem-solving, and decision-making skills
- Proven exceptional communication, facilitation, and influencing capabilities
Key Competencies
- Strategic Thinking
- Executive Presence
- Client Relationship Management
- Operational Excellence
- Change Leadership
- Influencing Without Authority
- Customer-Centric Leadership
- Innovation & Transformation
- Program and Project Leadership
- Cross-Functional Collaboration
- Data-Driven Decision Making
- Continuous Improvement
Success Measures
- Achievement of transformation and strategic roadmap milestones
- Improvement in operational performance, efficiency, and service delivery outcomes
- Increased patient and provider satisfaction metrics
- Successful implementation of operational and HAI initiatives
- Positive stakeholder and client satisfaction feedback
- Adoption of recommended operational improvements and service model enhancements
- Alignment of operational results with frontline team performance goals and enterprise objectives
*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 $112,700 - $193,200 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 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.
UnitedHealth Group is 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 is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.