Implementation Lead – Remote

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.   

Are you passionate about the customer experience? Do you gain needed energy from delighting others? Are you curious by nature and motivated by challenges? If so, look no further! The Implementation Lead role supports efforts in building out a best-in-class customer experience supporting migrations. 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 research, analysis and solutioning, as well as contributing to change management efforts and executing flawless implementations. This role contributes directly to transforming our current customer capabilities across Optum Insight.

The desired outcome is a simple, smart and seamless customer experience and Project Connect is the catalyst for making this a reality.  This strategy is being built in partnership with key enterprise stakeholders and requires solid relationship management. In this role you will actively contribute to making this story come to life. You will flawlessly execute against the strategy and customer agenda.  You will support critical implementation efforts from conception to completion.

In this role, you will support the implementation of best-in-class customer experience capabilities (Project Connect). Your objective is to provide 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, as needed.

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

Primary Responsibilities:

• Responsible for specific services, functions, and solutions available internally or as a supporting element of a product, typically not sold stand-alone externally
• Play a critical role in the ability to deliver products to market and/or manage internal business functions
• Alignment to business and/or product strategy, effective design and development, and ongoing management of a capability portfolio across the full lifecycle to ensure business-specific or cross-enterprise impact
• Leverage market insights to monitor trends and external landscape, and to inform capability strategies and customer use case scenarios
• Delivering sustainable, financially sound solutions that solve a specific problem and enable successful external product delivery and/or internal business function performance, while driving adoption with internal business clients and define future capability direction that supports business strategy and new opportunities
• Provide input to the design and development of OmniChannel consumer experiences
• Create user stories or intakes and prioritize with applicable teams
• Support and drive change across people, process and technology
• Ability to prioritize competing deliverables
• Assist with operations readiness which may include coordinating efforts, presenting information, providing demos, troubleshooting and answering questions
• Champion the efforts to deliver consistent experience and customer satisfaction
• Execute against a strategy that aligns to goals and framework
• Proactively initiate and drive change in processes, tools and 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:

• 2+ years of experience working with or in a Contact Center
• Experience with Project Management (i.e., managing resources that do not direct report to you, being able to understand what needs to be delivered, breaking down tasks and breaking down processes, etc.)
• Experience with Technology Implementations/Migrations, specifically translating business requirements to technical requirements
• Demonstrated experience coordinating effectively between all levels of highly matrixed (business + technology) teams to ensure alignment and document requirements
• Demonstrated ability to independently complete analyses as well as identify and develop unique analyses, as needed

Preferred Qualifications:

• Demonstrated experience working with unclear/ambiguous instructions, independently establishing direction, and operating effectively in uncertain/ambiguous environments
• Demonstrated experience influencing without direct authority by guiding and supporting decision-making from the sidelines or a higher level
• Demonstrated experience identifying impacts to business processes and facilitating modifications/updates to those processes

*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 $71,200 to $127,200 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.