[Remote] Optum Health - Vice President, Client Service Operations

Note: The job is a remote job and is open to candidates in USA. UnitedHealth Group is a global organization that delivers care aided by technology to help millions of people live healthier lives. The Vice President, Client Service Operations will be responsible for managing the end-to-end consumer service experience for a strategic client, leading a team of 400-600 employees, and ensuring operational performance aligns with client commitments and expectations. Responsibilities • Owns strategy and execution of overall operational performance and service delivery for top Enterprise relationships (worth more than $800M in annual revenue) • Establishes and ensures Enterprise performance with key partners across Optum Health, UHC and UHG Leadership to ensure overall quality, satisfaction and experience for these strategic clients and their employees • Drives program innovation to deliver both better experiences and support to employees/members while generating improved client affordability and cost savings • Understands and aligns with Optum Health and UHC strategic vision and executional priorities and drives at the site and platform level • Serves as primary point of contact for Strategic Client(s), including but not limited to audits, site visits, Monthly Business Reviews, call listening, strategic planning sessions, etc • Provides updates on client strategies, performance and remediation activities to Optum CEO and UHC Employer & Individual CEO (and leadership teams) • Proactively drives and achieves operational performance metrics including consumer satisfaction, NPS, compliance, employee engagement and financial objectives; collaborate with employees and business partners to identify and remediate root cause of degradation of performance • Accountable for hiring, on-boarding, training, developing, engaging and managing a high-performance workforce that delivers efficient, effective and compassionate service to consumers • Establishes and maintains relationships with peers, business partners and key stakeholders; constructively communicates issues and opportunities to improve processes or operational effectiveness; holds business partners accountable in a respectful manner • Participates in cross-functional project teams that ultimately improve the member experience • Consistently casts a solid, positive leadership shadow and regularly leverages various communication channels, including town halls, one-on-one and skip level meetings, new hire class leadership interactions and focus groups to foster two-way communication and to inspire employees to see the link between their position and personal performance to organizational strategy, company performance and the UHC brand • Proactively monitors operational performance; initiate and drive appropriate changes in process, tools and capabilities that increase effectiveness while improving the consumer experience • Direct overall operations determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives; present timely, accurate and complete business plans, reports and presentations Skills • 10+ years of increasingly responsible leadership experience in consumer-centric call center operations • 5+ years of experience managing in a large (200+) call center, contact center or claims environment • 5+ years of prior experience managing a team of 200+ • Deep understanding of health insurance / commercial benefits-ideally having worked at a large payer • Ability to manage stakeholder expectations and deliver on client expectations • Proven track record of building and fostering internal relationships to effectively collaborate across all levels of the organization • Proven track record leveraging technology and innovation to drive positive transformation within team, operations and business • Member centric; sees situations from the member experience lens to positively impacting NPS and NPS-like measures • Ability to drive organizational transformation and change while maintaining/improving member and employee experience • Excellent communications skills across Executives, Customers and internal teams - including setting and explaining organization-wide strategy, objectives and rationale • Expert level of proficiency working in a fast-paced matrix organization/environment with an enterprise focus, managing significant competing priorities across stakeholders • Proven verbal, written, presentation and interpersonal communication skills • Proven analytical skills and the proven ability to identify and remediate operational performance issues • Proven problem-solving skills and the ability to collaborate and influence at all levels of the organization • Leadership shadow with a track record of building and leading a high-performance workforce through a leadership team that energized by coaching, developing and engaging a dynamic and diverse workforce • Proven organizational skills and the ability to manage multiple, concurrent priorities in a fast-paced organization • Staff planning and workforce management skills • Proven time and resource management skills • Comfort and ability to travel at up to 25% Benefits • A comprehensive benefits package • Incentive and recognition programs • Equity stock purchase • 401k contribution (all benefits are subject to eligibility requirements) • Flexibility to work remotely * from anywhere within the U.S. • For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week. Company Overview • UnitedHealth Group is a medical insurance company that offers health technology, patient checkups, and pharmacy services. It was founded in 1977, and is headquartered in Minneapolis, Minnesota, USA, with a workforce of 10001+ employees. Its website is https://www.unitedhealthgroup.com/.