Associate Director, Client Impact Initiatives

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.

As Associate Director, Client Impact Initiatives, this role owns end-to-end strategic initiatives and drives strategy, standardization, governance, communications, field resources and continuous improvement to enable operational excellence across the impacted client management and client functions. The position partners cross-functionally to identify opportunities, solve complex operational issues, and deliver scalable solutions that improve client management and client experience, compliance, cycle time, and cost-to-serve. In addition to core strategy input, design, and ownership, the role provides field enablement and communications support to ensure changes are adopted effectively and sustained.

You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Primary Responsibilities:

• Lead cross-functional problem solving for complex technical, operational, and organizational issues outside the immediate team; drive root-cause analysis and sustainable corrective actions
• Own the end-to-end business strategy, process(es) for the business process change/corporate change impacted function, including process design, documentation, communications/resources (talking points, detailed executive level FAQs, playbooks, and client email templates) governance, controls, and performance management
• Develop and execute communication strategies that support process changes, operational updates, and key initiatives across stakeholders
• Create clear, concise messaging for multiple audiences (executive leadership, managers, frontline field teams, cross-functional partners) and tailor content by channel and cadence
• Manage communication channels and artifacts (communications plans, EnableRx communications, teams updates, FAQs, leadership updates/briefs) to drive awareness and adoption
• Translate complex operational and technical topics into actionable guidance, ensuring timelines, impacts, and required actions are explicit
• Coordinate stakeholder reviews and approvals to ensure communications are accurate, compliant, and aligned with enterprise standards
• Measure effectiveness (open rates, attendance, sentiment, adoption indicators) and iteratively improve content and delivery methods
• Design and deliver enablement plans that support process and tool changes, including role-based learning paths, job aids, and adoption measurement
• Develop and execute functional/market/site-level process strategy and formal workplans aligned to business priorities
• Establish operating rhythm and governance (intake, prioritization, sensitive client/consultant approach, communications/resources and decision forums, change control) to ensure clear accountability and repeatable execution
• Partner with field leaders to identify capability gaps and prioritize enablement interventions that improve execution and outcomes
• Create scalable training content (facilitator guides, slide decks, LMS modules, quick-reference tools) and coordinate delivery through live sessions and on-demand channels
• Influence and align stakeholders across functions (commercial, operations, finance, IT, compliance) and across regions/markets to enable adoption of standardized ways of working
• Define and monitor KPIs/OKRs (quality, compliance, cycle time, productivity, cost) and use insights to drive continuous improvement
• Translate business needs into requirements for systems, data, reporting, and workflow; partner with IT/analytics/operations to deliver enhancements and automation
• Assess risks and ensure processes meet policy, audit, and regulatory expectations; maintain controls and documentation to support readiness
• Provide leadership to team members and/or senior-level professionals as applicable; coach teams on process excellence, change management, and problem solving
• Establish feedback loops with field users (office hours, surveys, listening sessions) and convert insights into enhancements, defect fixes, and updated guidance
• Maintain a central repository for enablement assets and ensure version control so the field has access to current, approved materials

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:

• 8+ years of experience leading business process ownership, operations, communications, and/or program leadership within a complex matrixed organization
• Experience partnering with operations, client reporting, regulatory and technology teams to define requirements and implement process/system improvements
• Experience leading through influence, managing stakeholders, and coaching/mentoring others
• Intermediate proficiency in analytical capabilities (process mapping, KPI design, root-cause analysis); comfort translating insights into actions
• Demonstrated success driving cross-functional change, standardization, and adoption at scale; solid change management practices
• Proven excellent executive presence and written/verbal communication skills; ability to synthesize complexity into clear decisions and guidance

Preferred Qualifications:

• PBM experience
• Experience leading large-scale change initiatives
• Experience collaborating with internal stakeholders and external clients

Core Competencies

• End-to-end process ownership
• Strategic planning and prioritization
• Operational excellence and continuous improvement
• Change management and adoption
• Stakeholder management and influence
• Field enablement design and delivery
• Executive communications and storytelling
• Data-driven decision making

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

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $112,700 - $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.    

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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