Director, Call Center and Digital Capabilities – 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 Director of Call Center Capabilities at Optum Financial will lead critical functions facilitating our customer and team member interactions to drive a delightful experience. Leading a team dedicated to our Call Center team members and Omni-channel capabilities across our Employer and Payer business lines, this leader will focus on a whole suite of capabilities necessary to drive our consumer actions to be “digital first”, obviate call volume and overall improvements. The ideal leader brings a passion for modernizing operations and servicing experiences at the intersection of healthcare and financial services. This leader will also be energized by collaborating with key partners across a highly matrixed organization to bring successful strategy and execution across CSM, CRM, IVR, Knowledge Management, Digital Messaging/Chat, Call Quality and building AI into the fabric of how we work. This leader will work closely with Engineering and Technical support teams to create even better visions of where we are going while also managing strategic vendors critical to our success.

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

Primary Responsibilities:

• Drive strategic roadmap across critical functions of the capabilities for driving flawless interactions between our consumers and team members including CSM, CRM, IVR, Knowledge Management, Digital Messaging/Chat, Call Quality
• Consolidate and scale strategic capabilities broadly across Optum Financial with a focus first on experience of our many valued constituents 
• Execute on priorities to introduce digital-first capabilities (e.g. Chat, Text notifications, Bots, AI) across service and operations and self-service capabilities in our IVRs 
• Investigate and remediate support issues and implementation challenges across critical functions in collaboration with other functional teams 
• Drive solid collaboration across Operations, Technology and Product teams 
• Manage strategic vendors critical to our success 
• Lead assessments across product and platform choices when tool selection is needed 
• Establish ideal approach to future acquisitions and integration of capabilities
• Team-first leader of people passionate to develop the future of our capability managers to deliver an ever-improving experience for our consumers and team members 
• Solid demonstration of agile methodologies, especially scaled agile approaches
• Influence without authority to drive vision for capabilities to achieve critical priorities for the organization including digital engagement and call obviation
• Data-driven and actionable insights oriented to effectively leveraging data and customer feedback to drive innovative solutions and operational enhancements.
• Lead team to be best-in-class with flawless execution strategies, playbooks and business continuity plans 

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:

• 7+ years delivering automated self-service and flawless consumer and omni-channel experiences within a technology or operations environment in either a healthcare or financial service industry 
• 7+ years proven track record of leadership in either technology, operations or product 
• 7+ years of excellent track record managing change and communication at all levels for large migrations and modernization efforts, including executives, to message key strategic plans and progress to plans across various parts of the organization
• 7+ years of demonstrated success in leading cross-functional teams and manage complex environments, consolidations of tools and platforms and integrating newly acquired platforms
• 7+ years of proven ability to thrive in a fast-paced, growth-based dynamic environment

Preferred Qualifications:

• Call center and core operations 
• Call quality, knowledge management and digital messaging experience 

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

The salary range for this role is $124,500 to $239,400 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.