Leadership Development Lead - IT Support Services

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 Learning & Development Trainer provides strategic leadership for leadership development across IT Support Services (ITSS). This role partners with business leaders and key stakeholders to assess leadership capability needs, design leadership development strategies, and deliver high-impact learning experiences that strengthen leadership effectiveness and organizational performance.

As the ITSS subject matter expert in leadership development, the incumbent owns the strategy, architecture, and governance of leadership development programs, learning pathways, and competency frameworks, translating learning strategies into impactful solutions while maintaining accountability for curriculum quality, program outcomes, and learner success.
In addition, the role serves as the lead facilitator for leadership development initiatives and leads AI enablement within leadership development by building leader capability in AI literacy, AI adoption, and practical application of AI-enabled ways of working.

Lead leadership development across IT Support Services (ITSS) by partnering with stakeholders to assess capability needs, designing leadership curricula and learning pathways, overseeing learning solution development with Instructional Designers and Content Developers, facilitating high-impact leadership programs, and driving continuous improvement through data, innovation, and AI enablement, including AI upskilling for leaders.

Work Set-up:

• Hybrid work set-up
• US Shift (8PM-5AM Manila)

Primary Responsibilities:

• Stakeholder Partnership & Leadership Needs Analysis
• Partner with ITSS leaders, Operations, Quality, HR, and other stakeholders to identify leadership capability needs, business priorities, and performance gaps
• Conduct training needs analyses (TNA), capability assessments, and learning consultations to define leadership development strategies and priorities
• Translate organizational goals and workforce requirements into targeted leadership development solutions
• Provide recommendations on leadership readiness, succession support, manager effectiveness, and workforce capability development
• Leadership Development Strategy & Curriculum Ownership
  • Design leadership learning pathways, competency frameworks, leadership academies, and development journeys aligned with organizational objectives
  • Define curriculum architecture, learning objectives, assessments, success measures, and evaluation strategies
  • Serve as the ITSS subject matter expert in leadership development, adult learning methodologies, and leadership effectiveness
• Learning Solution Design Oversight & Governance
  • Partner with Instructional Designers and Content Developers to translate leadership development strategies into effective learning solutions and assets
  • Review and approve leadership learning materials to ensure alignment with learning objectives, leadership competencies, and business requirements
  • Establish curriculum governance, content maintenance processes, and quality standards
  • Ensure leadership programs support operational excellence, employee growth, quality outcomes, and business performance
• Leadership Facilitation & Coaching
  • Serve as the lead facilitator for leadership development programs, leadership onboarding, manager training, and workforce development initiatives
  • Deliver instructor-led, virtual, and blended learning experiences for supervisors, managers, directors, and senior leaders
  • Facilitate workshops, simulations, case studies, action-learning experiences, and leadership discussions that drive behavioral change and performance improvement
  • Provide coaching and developmental feedback to leaders to strengthen leadership effectiveness and learning transfer
  • Mentor facilitators and promote facilitation excellence across leadership programs
• Learning Measurement, Innovation & AI Enablement
  • Evaluate program effectiveness using learner feedback, assessments, leadership capability indicators, and business performance metrics
  • Leverage learning analytics and stakeholder feedback to continuously improve program content and delivery
  • Lead AI upskilling as part of leadership development by integrating AI literacy, AI-enabled leadership practices, digital fluency, and future workforce capabilities into leadership curricula
  • Identify and implement innovative learning approaches and technologies that improve learning effectiveness, scalability, and business impact
• 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 Education, Organizational Development, Human Resources, Business, Psychology, or a related field
• Significant experience in leadership development, facilitation, learning strategy, organizational development, or talent development
• Demonstrated experience designing and facilitating leadership development programs
• Proven solid consulting, stakeholder management, presentation, facilitation, and communication skills
• Proven ability to influence leaders and drive strategic capability-building initiatives

Preferred Qualifications:

• Certification in leadership development, executive coaching, facilitation, organizational development, instructional design, change management, or related disciplines from ATD, Prosci, or similar institutions
• Experience facilitating programs for supervisors, managers, directors, and senior leaders
• Experience supporting leadership development within IT Support Services (ITSS), Service Desk, Help Desk, Technical Support, Contact Center, Managed Services, or Technology Operations environments
• Experience in designing or facilitating AI upskilling, AI adoption, digital transformation, or technology enablement programs for leadership audiences
• In-depth knowledge of AI enablement, AI literacy, generative AI, workforce transformation, and practical AI upskilling approaches for leaders
• Understanding of support operations metrics such as CSAT, SLA performance, quality, knowledge management, productivity, and operational effectiveness
• Proven expertise in leadership development curriculum design, learning pathway architecture, and leadership competency framework development

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.

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