Capability Manager – Remote

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

 

No industry is moving faster than health care. And no organization is better positioned to lead health care forward than OptumRx.

 

Putting the consumer at the center of everything we do is critical to our success and executing flawlessly is expected from our members and our clients. We are seeking a leader for our newly formed Optum Customer Communications Center of Excellence to help drive flawless execution across all external consumer communications. This position will support all lines of Optum business to help implement a scalable omni-channel customer communications management capability and operating model.  They will own the production support of the COE and have direct ownership of platform implementations over the next 2-4 years, partnering with IT and vendor teams.

 

We’re looking for a smart, enthusiastic and creative leader, driven by a common company goal: to help people live healthier lives and to make the health system work better for everyone.

 

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. 

 

Primary Responsibilities:

• Support the development of the Optum Customer Communications/Document Composition Center of Excellence – inclusive of platform capability requirements, operating model, and future team buildout to support all OptumRx products and services
• Serve as a technical SME for all aspects of the CCM platform internally
• Act as our ‘business architect’ for customer communications responsible for defining and implementing the CCM roadmap over the next 2-4 years
• Partner with marketing leads, Optum IT, and other internal stakeholders to deliver a scalable CCM platform that meets all business needs in a cost effective, timely manner
• Define, track, and deliver key quality success measures related to accuracy and timeliness of communications projects flowing through the platform/team
• Monitor performance and quality control plans to review and identify any issues or ways to improve the end-to-end CCM lifecycle with member and provider communication projects
• Partner and consult with all internal and external cross functional teams (e.g. consumer data management & outreach, marketing project management, print fulfillment, email/SMS operations, creative designers, marketing managers, client services, Optum IT, external delivery vendors, etc.) to deliver, maintain and optimize the CCM platform and related campaign/communication deliverables

 

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:        

• 4+ years of customer communication management software/platform experience
• Experience implementing and maintaining a CCM platform from a business/capability lead standpoint on Quadient Inspire
• Demonstrates solid attention to detail and critical thinking skills
• Excellent written and verbal communications skills 
• Proven ability to complete analysis and/or escalation to resolve non-standard requests and complex problems  
• Solid track record of embracing continuous improvement methodologies and driving detailed solutions to completion
• Demonstrates strategic thinking by using appropriate information to diagnose problems, identify root causes, and collaborate with impacted groups to drive decisions
• Experience with developing processes, quality standards and adherences

 

Preferred Qualifications:        

• Expertise on GMC/Quadient Inspire Designer ICM, Inspire Automation, Interactive, and workflow engine, or comparable document composition tool
• Digital campaign management experience – specifically email and SMS channels
• PBM/healthcare experience and/or experience in a highly regulated consumer industry (financial services, life sciences, etc.)
• Salesforce Marketing Cloud experience or equivalent (Adobe, Oracle/Eloqua, etc)
• Workfront experience or equivalent
• Familiar with postal design requirements; including use of Intelligent Mail barcodes, NCOA, CASS, and USPS presorting requirements
• Experience in print manufacturing environment is a plus
• Supervisory experience leading a team of individual contributor, technical business resources
• Experience crafting CBAs and presenting to executive leadership for alignment is a plus

 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

 

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, or Washington, D.C. Residents Only: The salary range for this role is $88,000 to $173,200 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with al minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

 

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. 

 

 

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

 

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.