Senior Director, Service Delivery - Account Management - 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 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 Senior Director, Service Delivery is a strategic and operational leader responsible for ensuring the effective delivery and execution of service commitments for assigned Health Plan clients. This role partners closely with Strategic Partnership leadership to align client priorities, drive operational excellence, and deliver measurable value. The Senior Director serves as a key escalation point, leads client-facing engagement, and ensures contractual obligations, performance guarantees, and service delivery expectations are consistently met.

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 SVP and/or Vice President in achieving segment goals and delivering best-in-class client service for assigned Health Plan clients
• Operationalize client business objectives by aligning with Strategic Partnership teams and executing service delivery commitments
• Provide leadership and mentorship to client management team members, fostering development and high-performance outcomes
• Serve as the primary escalation point for client issues requiring leadership engagement and ensure timely resolution
• Maintain and strengthen multi-level client relationships, including executive stakeholders, to drive trust and long-term partnership value
• Lead ongoing client communications and participate in regular client governance and case management discussions
• Ensure full understanding and adherence to contract terms, including oversight of performance guarantees, reporting, and service improvement initiatives
• Drive operational readiness activities (including 1.1 Readiness) to ensure successful implementation and service transitions
• Provide leadership oversight for issue remediation and root cause resolution, ensuring proactive risk mitigation
• Support analysis of federal and state legislative changes impacting pharmacy benefits and translate implications into operational actions
• Support corporate initiatives, cross-functional workgroups, and enterprise priorities as assigned

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:

• Years of post-high school education can be substituted/is equivalent to years of experience
• 5+ years of experience in strategic client relationship management within a PBM, or Health Plan with direct oversight of a PBM, working with senior level c - suite executives and demonstrating progressively increasing responsibility
• 2+ years of experience leading a team to deliver results
• P&L management experience
• Experience messaging, positioning, and presenting information for maximum customer impact and influence (e.g. leading and coordinating Executive Review Committees, bi-annual summits, executive dashboards, Large Case Reviews, etc.)
• Experience in influencing internally and externally with soft power, driving cross - functional collaboration, and negotiating win - win solutions
• Experience ascertaining client needs through active listening skills, and consultatively working with clients to achieve business objectives
• Experience navigating and driving results across operations, network, and clinical domains in a highly complex, matrix environment
• Experience initiating project plans and successfully manage projects to full execution
• Experience leading the RFP (Request for Proposals) process, finalist presentations and negotiating client contracts (specifically, Renewals and Market Checks)
• Experience working with complex health care solutions (e.g., outsourced health care solutions)
• Employee Engagement Experience, specifically, building high-performing teams, team engagement, and employee retention as documented by improved employee satisfaction scores
• Team development/training/mentor experience including operationalizing development plans and ongoing training to support the team, client, market, and business needs

Preferred Qualifications:

• Project management experience
• Experience with Medicare Part D PBM
• Experience with RXClaim
• Experience with PBM client contracting
• Experience with PBM rebates and values

Skills and Competencies

• Solid ability to solve complex problems and navigate ambiguous environments with limited standardization
• Exceptional written and verbal communication skills, including executive-level presentations
• Proven leadership capabilities in team management, coaching, and performance development
• Solid project management skills with the ability to manage and prioritize multiple deliverables
• Deep knowledge of the PBM industry/and healthcare and government markets
• Demonstrated ability to manage and resolve complex client issues effectively
• High degree of client focus with a commitment to delivering exceptional service outcomes
• Solid negotiation and influencing skills across internal and external stakeholders

*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 $134,600 to $230,800 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.