Director, Operations Capabilities – Hybrid

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 of Operations Capabilities at Optum Financial will lead critical functions facilitating our customer and team member interactions to drive a delightful experience. Leading a team dedicated to our Call Center team members and Omni-channel capabilities across our Employer and Payer business lines, this leader will focus on a whole suite of capabilities necessary to drive our consumer actions to be “digital first”, obviate call volume and overall improvements. The ideal leader brings a passion for modernizing operations and servicing experiences at the intersection of healthcare and financial services. This leader will also be energized by collaborating with key partners across a highly matrixed organization to bring successful strategy and execution across CRMs, IVRs, Knowledge Management, Digital Messaging/Chat, Call, and building AI into the fabric of how we work. This leader will work closely with Engineering and Technical support teams to create even better visions of where we are going while also managing strategic vendors critical to our success.
  
Primary Responsibilities: 

• Drive strategic roadmap across critical functions of the capabilities for driving flawless interactions between our consumers and team members 
• Consolidate and scale strategic capabilities broadly across Optum Financial with a focus first on experience of our many valued constituents (e.g. CRM, Agent Desktop tools)
• Execute on priorities to introduce digital-first capabilities across service and operations (e.g. Chat, Text notifications, Bots, AI)
• Investigate and remediate support issues and implementation challenges across critical functions in collaboration with other functional teams 
• Drive strong collaboration across Operations, Technology and Product teams 
• Manage strategic vendors critical to our success 
• Lead assessments across product and platform choices when tool selection is needed 
• Establish ideal approach to future acquisitions and integration of capabilities
• Team-first leader of people passionate to develop the future of our capability managers to deliver an ever-improving experience for our consumers and team members 
• Strong demonstration of agile methodologies, especially scaled agile approaches
• Influence without authority to drive vision for capabilities to achieve critical priorities for the organization including digital engagement and call obviation
• Data-driven and actionable insights oriented to effectively leveraging data and customer feedback to drive innovative solutions and operational enhancements
• Lead team to be best-in-class with flawless execution strategies, playbooks and business continuity plans 
    

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: 

• 10+ years of experience delivering on flawless consumer and omni-channel experiences within a technology or operations environment in either a healthcare or financial service industry with a proven track record of leadership 
• 10+ years of excellent track record managing change and communication at all levels, including executives, to message key strategic plans and progress to plans across various parts of the organization
• 7+ years of demonstrated success in leading cross-functional teams and manage complex environments, consolidations of tools and platforms and integrating newly acquired platforms
• 7+ years of solid analytical and problem-solving skills, with a focus on data-driven decision making
• 7+ years of proven ability to thrive in a fast-paced, growth-based dynamic environment

  
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.