Director Tech Support

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

The Director Tech Support is responsible for leading the End User Experience teams. Key responsibilities will include leading a team of Project Managers and Individual Contributors who are driving the End User Experience and Engagement.  In this role, you will drive strategic initiatives and champion organizational process, procedures, and KPIs within your team to ensure major business objectives are delivered.

Primary Responsibilities:

• Manages a team of 4 Sr Managers who the End User Experience Technology and Engagement
• Develops and implements strategies to enhance the end-user experience across IT services and products
• Gathers and analyzes user feedback to identify pain points and areas for improvement
• Work closely across IT teams to ensure user-centric design and functionality in all IT solutions
• Provides strategic leadership and is accountable for the performance of the team
• Lead initiatives for continuous improvement of IT services based on user feedback and industry best practices
• Work closely with stakeholders, including customers, business leaders, and development teams, to gather requirements and feedback
• Evaluate new technologies and tools to enhance user experience and recommend their adoption
• Develops strategies, plans, and priorities for the team tied to Organizational goals
• Hires, trains, and develops talent
• Develops relationships across Lines of Businesses to provide outstanding service  
• Provides timely communication to key stakeholders
• Effectively advocate for client base with IT services partners to improve the overall IT experience
• 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:

• 5+ years of experience in the technology field
• 7+ years of Leadership experience
• 5+ years of proven ability to implement strategies which deliver business benefits and measurable results
• 2+ years of Customer Service/Customer Experience expertise

Preferred Qualifications:

• Bachelor’s degree or equivalent experience
• IT Helpdesk experience
• Advanced communication, presentation, and relationship management skills with the demonstrated ability to influence team members, peers, customers, and stakeholders
• Demonstrated ability to think beyond own function or territorial boundaries and experience aligning decisions within the needs and goals of an entire organization
• Ability to be a champion for change and continuous improvement

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.