Principal Project or Program Manager

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 Transformation Manager plays a critical role in executing and coordinating enterprise transformation initiatives across the Provider Tech Services organization. Reporting to the Transformation Lead, this role is responsible for managing the day-to-day delivery of transformation programs, ensuring alignment with strategic goals, and driving measurable improvements in operational efficiency, technology adoption, and business process optimization.

This role requires strong program management capabilities, cross-functional coordination, and the ability to translate strategic direction into actionable plans. The Transformation Manager will work closely with IT, clinical, and business stakeholders to ensure successful execution of transformation roadmaps.

Transformation Manager is responsible for the execution and coordination of strategic transformation initiatives across the IT Services organization. Reporting to the Transformation Lead, this role ensures that transformation programs are delivered effectively, aligned with enterprise goals, and integrated across business, clinical, and technology domains.

Execution & Delivery Management – Skilled in managing complex programs and ensuring timely, high-quality outcomes.

Cross-Functional Collaboration – Able to work across departments and build consensus among diverse stakeholders.

Process & Technology Integration – Understands how to align business processes with IT systems and platforms.

Change Management – Supports adoption of new ways of working through structured communication and engagement.

Governance & Compliance – Maintains documentation, risk logs, and ensures adherence to regulatory and internal standards.

Primary Responsibilities:

• Delivery Oversight: Assist in the rollout of new business processes and technology platforms, including ServiceNow (ITSM, ITOM, ITBM), Microsoft 365/Azure, Epic, and Cerner
• Ensure that transformation activities are integrated with existing workflows and systems to minimize disruption and maximize adoption. Identify opportunities to improve execution efficiency, stakeholder engagement, and reporting accuracy
• Contribute to the development of repeatable processes and templates that support transformation delivery
• Stakeholder Management: Serve as the primary point of contact for operational stakeholders involved in transformation workstreams
  • Facilitate collaboration across IT, clinical, and business teams to ensure alignment and shared accountability
  • Support the Transformation Lead in preparing executive updates, dashboards, and communication materials
• Incident & Problem Management: Act as the first escalation point for operational issues that may impact transformation timelines or deliverables
  • Coordinate with IT, business, and vendor teams to resolve incidents and remove blockers quickly and effectively
  • Monitor issue trends and root causes to proactively prevent recurrence and maintain delivery momentum
  • Maintain incident logs and ensure alignment with ITIL-based practices for problem resolution and service continuity
  • Incident & Problem Management: Act as the first escalation point for operational issues that may impact transformation timelines or deliverables
  • Coordinate with IT, business, and vendor teams to resolve incidents and remove blockers quickly and effectively
  • Monitor issue trends and root causes to proactively prevent recurrence and maintain delivery momentum
  • Maintain incident logs and ensure alignment with ITIL-based practices for problem resolution and service continuity
• Financial Compliance:
  • Monitor flex staffing utilization and support budget tracking and reporting. Track actuals vs. forecasted spend and provide regular updates to the Transformation Lead and finance partners
  • Ensure all transformation activities comply with financial governance, procurement policies, and reporting standards
• Program/Project Management: Manage the execution of assigned transformation programs and projects, ensuring alignment with strategic goals and transformation roadmaps.
  • Track and report on milestones, deliverables, KPIs, and SLAs across multiple workstreams
  • Coordinate cross-functional teams (including onshore and offshore resources) to ensure timely and high-quality delivery
  • Support the Transformation Lead in managing interdependencies across initiatives and preparing executive-level updates
  • Apply Agile, Lean, or hybrid methodologies to drive iterative progress and continuous improvement
• Vendor Management: Track vendor deliverables and timelines, ensuring alignment with contractual obligations and transformation goals. Support vendor invoice validation, contract compliance, and cost optimization efforts across transformation initiatives
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Bachelor’s degree in information technology, Business Administration, Health Informatics, or related field
• 15+ years of experience in program or project management, preferably in healthcare or IT transformation environments
• Experience working in Agile, Lean, or hybrid delivery environments
• Familiarity with enterprise platforms such as ServiceNow, Microsoft 365, Epic, and Cerner
• Proven solid communication, problem-solving, and stakeholder engagement skills

Job Scope and Guidelines

• Own the day-to-day management of assigned transformation initiatives, ensuring timely execution of deliverables and adherence to project timelines
• Coordinate with onshore and offshore teams to maintain continuous delivery and resolve blockers quickly
• Track progress against milestones, KPIs, and SLAs, and escalate risks or delays to the Transformation Lead
• Maintain documentation, risk logs, and audit trails for all assigned initiatives
• Ensure all transformation activities comply with internal governance frameworks and external regulations
• Function as an AI User in all areas of oversight and management of transformation activities

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.