Senior Director of Constituent Experiences and Back-Office Operations (Hartford or Minnetonka)

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)

The Senior Director of Constituent Experiences and Back-Office Operations will be accountable for overall business leadership, strategy development, and operations management of multiple technology platforms supporting members, brokers, and employers in an Omni-Channel service environment. In addition, this individual will be the business owner accountable for managing, and supporting the technology platforms used every day by thousands of individuals within our internal operating units supporting the UnitedHealthcare Benefits Businesses. This role requires significant partnership and collaboration with other senior leaders across the entire UnitedHealth Group corporate landscape (UnitedHealthcare & Optum) as we continue to reshape how we run our business in order to drive greater value and differentiation in an Omni-Channel marketplace.

Primary Responsibilities:

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  Collaborate with other leaders to create, refine, and maintain constituent experience strategies, goals, and roadmaps at an enterprise level and scale



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  Act as a champion of innovation by understanding and anticipating the behaviors and needs of member, broker, and employer constituencies and translate those needs into features and capabilities that can be delivered into the marketplace to drive increased value and brand loyalty



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  Proactively initiate and drive change in processes, tools, and capabilities that increase internal operational efficiency and effectiveness while improving constituent experiences at the same time



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  Consistently achieve key performance metrics, compliance, employee engagement and financial objectives



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  Build and foster relationships within a matrix organizational structure to proactively resolve issues, drive efficiencies and champion the constituent strategies



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  Lead and continue to develop a high-performing team of 30-5 team members with direct budgetary accountability of $3MM - $5MM annually



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  Foster a culture of accountability that emphasizes people and performance management, coaching and development, and employee engagement



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  Responsible for setting goals, monitor work, and evaluating results to ensure that departmental and organizational objectives and operating requirements are met and are in line with the needs and mission of the organization



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  Develop multi-year business plans, C-Level reports and presentations



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  Represent and act as an internal voice of our constituents 24/7



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  Act as a go-to person for internal sales and account management teams when it comes to business technology capabilities
  

Required Qualifications:

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  Bachelor's degree



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  10+ years of experience in the Health Insurance or Retail industries



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  Experience creating a successful Omni-Channel service strategy with proven adoption and utilization growth in a large corporate enterprise



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  Experienced in creating business cases and securing capital funding for large scale, multi-year programs/projects of $10MM+



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  Ability to travel 25% or more



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  Strong collaboration and influential skills



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  Demonstrated delivery of innovative products/solutions into the marketplace



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  Strong executive presence



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  Proven experience working directly with EVP & CxO level executives in a large corporate enterprise setting



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  Exceptional communication and presentation skills (creation and delivery)



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  Demonstrated success in driving high levels of employee engagement



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  Experience managing annual department budgets of $2MM+



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  Strong understanding of user research and system development methodologies



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  Strong understanding of emerging technologies and how they can be leveraged to improve constituent experiences



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  Prior project management experience



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  5+ years of managerial experience



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  Ability to guide others through complexity, ambiguity, and uncertainty



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  Strong interpersonal, communication (verbal and written) and the ability to interact with peers, subordinates and clients at all levels

Preferred Qualifications:

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  MBA



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  Experience in IT and Operations organizations

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 14 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.(sm)

Diversity creates a healthier atmosphere: 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.

Job Keywords: director of operations, Constituent Experiences, Omni-Channel, Back office operations director, Senior Operations Director, telecommute