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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. 

The Associate Director of Customer Service will be leading Optum Financial call operations across multiple Global sites with up to 5,000 team members across Optum Financial and our vendor partners. This position will represent Consumer Operations in key projects and initiatives and with strategic client initiatives. This position will lead and have responsibility for Customer Service, with sites for Optum Financial Contact Centers that support call, email and chat capabilities, policy and procedures, key performance indicators, quality, budgeting, and peak season readiness. This leader will play a key role in implementing strategies to improve the customer experience and reducing the cost to service our customers.

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

Primary Responsibilities:

• Foster a culture of accountability that emphasizes people and performance management, coaching and development, and employee engagement
• Develop and execute strategies or functional/operational objectives
• Assist with budget and capacity plans
• Direct a team to resolve highly complex or unusual business problems that impact major functions or processes
• Consistently achieve key performance metrics, including customer satisfaction, compliance, employee engagement and financial objectives, all with a mindset for quality, operational excellence and continuous improvement
• Identify process improvements and lead the execution of initiatives in an effective, efficient, compliant, and consistent manner
• Establish and maintain solid, collaborative working relationships with internal and external stakeholders
• Lead change management efforts

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:

• 5 years of people management experience
• 3 years of experience in contact center operations management
• Experience working with Global Contact Centers and performance in a leadership role (Manager or Associate Director)
• Experience managing performance and delivery of operations teams of 150
• Ability to travel as needed, both domestic and international (estimated up to 50%)

Preferred Qualifications:

• 5 years of increasing responsibility in contact center operations leadership
• Experience in executing Global business transformation projects involving people, processes, and technology
• Experience leading global teams
• Healthcare or financial Services industry experience

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

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, or Washington Residents Only: The salary range for this role is $104,700 to $190,400 annually. 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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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