Capability Manager – 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 Migration Capability Lead role supports efforts in building out a best-in-class customer experience. This position contributes to executing against the day-to-day deliverables required to transform Optum’s customer experience through an effort known as Project Connect. Project Connect is a multi-year effort where we will engage customers in new ways in a multi-channel environment. This role will focus on building subject matter expertise across key lines of business, executing against business planning and experience design activities, contributing to change management efforts and executing a flawless implementation. This role contributes directly to transforming our current customer capabilities across the enterprise.

 

The team is positioned to lead a cross-channel experience strategy across the enterprise. The desired outcome is a simple, smart, and seamless customer experience and this is the catalyst to making this a reality. This strategy is being built in partnership with key enterprise stakeholders. In this role you will actively contribute to making this story come to life. You will flawlessly execute against the strategy and customer agenda. Armed with an “outside-in” lens, your passion for the customer experience will guide you in designing experiences which delight our customers. You will support critical Omni implementation efforts from conception to completion.

 

In this role, you will skillfully design and support the implementation of best-in-class customer experience capabilities (Project Connect). Your objective is to deliver a solution which meets the unmet needs of both our customers and internal stakeholders. Your work is strategic as well as tactical as you execute against a multi-year roadmap while also focusing on continuously improving in a post implementation world. You will help formulate the perfect experience design which leverages technology in a way that eradicates customer pain. Your efforts will directly contribute to the Optum growth story.

 

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. 

 

Primary Responsibilities: 

• Design and development of end-to-end consumer experiences & capabilities
• Lead change across people, process, and technology
• Champion the efforts to deliver a consistent experience and customer satisfaction
• Execute against a strategy that aligns to goals and framework
• Identify and leverage cross-segment resources
• Work collaboratively with other parts of the business at all levels
• Champion the need for change, assesses change readiness and change management
• Influence within highly matrix teams to include process, project, technology, etc.
• Identify alternative channels of communication around customer experience
• Collaborate with leaders around experience design, requirements, etc.
• Proactively initiate and drive change in processes, tools and capabilities
• Design and development of end-to-end consumer experiences & capabilities

 

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:

• 4+ years of experience in developing customer experience programs or initiatives
• 4+ years of understanding of call center telephony and associated technologies
• 4+ years of experience in project management 
• Experience working in a matrixed environment 
• Experience presenting and influencing executives and at all levels within multi-business segments

 

Preferred Qualifications:

• Experience driving projects forward
• Experience with Genesys telephony platform and / or Amazon Connect 
• Agile knowledge (Rally)
• Demonstrated ability to drive and articulate consumer centric change
• Proven track record of driving transformational change and delivering measurable results

 

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

 

The salary range for this role is $89,800 to $176,700 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

 

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.