Consumer Operations Manager

UnitedHealthcare; Minnetonka (MN); Hybrid; USD 92,000 - 164,000; Full time

Benefits offered by this job

Comprehensive benefits

Incentives program

Equity stock purchase

401k contributions

Job summary

UnitedHealthcare is seeking a Manager for the COVE to lead a team of analysts focused on monitoring and analyzing operational data to improve the consumer experience. The role reports to the Associate Director and collaborates with WFM, Tech, EIS, Product, Experience, and Service Delivery.

Based in Minnetonka, MN on the corporate campus, the position is hybrid (4 days in office, 1 day remote) with a pay range of $91,700 to $163,700 per year, plus comprehensive benefits and 401(k) contributions.

Qualifications

• 3+ years interpreting and analyzing large datasets.
• 1+ years of direct people management or 2+ years matrixed management experience.
• Basic SQL proficiency.
• Demonstrated leadership ability to influence and drive outcomes without direct authority.
• Demonstrated ability to assess business risks/issues and distinguish items you are empowered to resolve from those that need escalation.
• Proven exceptional relationship skills and emotional intelligence.
• Proven excellent presentation skills—clear and concise written & verbal communication.
• Ability to collaborate with senior and executive leaders.
• Driver's License and access to reliable transportation.
• Must live in Minnesota and work in the Minnetonka, MN office 4 days a week & 1 remote day.

Responsibilities

• Provide positive leadership presence and shadow, including effective communications, coaching, setting clear expectations, and holding direct reports accountable.
• Establish meaningful connections with team members, creating belonging and empowerment, and investing in development and growth of talent.
• Hire, train, and supervise operational staff, and conduct performance reviews for growth.
• Identify inefficiencies and implement strategies to improve processes and productivity.
• Monitor and analyze operational performance metrics to ensure targets are met and mitigate risks.
• Liaise with department heads and executives to align objectives via discovery calls and deliverables.
• Collaborate with leaders to enable flawless execution on commitments and better consumer outcomes.
• Address operational issues during Critical Response events, including occasional non-traditional hours.
• Contribute ideas to solve business problems related to policy, market trends, and technology.
• Collaborate with senior management on strategic plans and securing buy-in from partners.
• Ensure resources are allocated effectively (human, tech, financial).

Skills

Data analysis

People management

SQL

Leadership

Risk assessment

Relationship skills

Presentation skills

Executive collaboration

Driver's license

Job description

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 optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

The Consumer Operations Vitals & Experience Hub (COVE) is a physical location serving as a tech-integrated, Voice of Consumer National Operations Center (NOC) where consumer-connected data is monitored. The COVE provides an opportunity to collaborate across the enterprise, monitor operations and active tech war rooms, provide key data-driven insights, highlight investments in healthcare innovation and amplify our presence in the community.

This role reports to the Associate Director of the COVE business arm and will have direct responsibility for managing a team of analysts who will monitor and analyze the operational components that impact the consumer experience. This leader will partner with the Work Force Management (WFM), Tech, EIS, Product, Experience, and Service Delivery partners and monitor operational impacts to the consumer experience. The Manager of the COVE will work collaboratively with peers across operations to identify best practices, facilitate process improvement activities and create a flexible and high performing team with a core goal to provide a top-notch consumer experience.

This role is based in Minnetonka, MN on our corporate campus at 9700 Healthcare Lane. This position is in office 4 days a week and remote 1 day a week.

Primary Responsibilities:

• Provide positive leadership presence and shadow, including effective communications, coaching, setting clear expectations, and holding direct reports accountable
• Establishing meaningful connections with team members, creating an environment of belonging and empowerment, and investing in the development and growth of our talent
• Hire, train, and supervise operational staff, and conduct performance reviews that allow for continuous growth and development of team members
• Identify inefficiencies and implement strategies to improve processes and enhance productivity, ensuring high quality and consistency while maintaining change resistance to ensure department progress can continue
• Monitor and analyze operational performance metrics to ensure targets are met while identifying operational risks and developing mitigation plans when needed
• Liaise with other department heads and executives to align objectives and strategies through discovery calls and presentation of deliverables
• Collaborate with leaders across the enterprise to create and leverage relationships that support flawless execution on commitments, and improved consumer outcomes
• Address any operational issues or emergencies promptly and efficiently during Critical Response events which may include occasional non-traditional business hours
• Contribute new ideas to solve challenging business problems. This includes, but is not limited to changes in policy, procedure, market trends, and technology (internal and external tools or applications)
• Collaborate with senior management in developing strategic plans for operational activity and gaining buy-in support from strategic partners
• Ensure that resources (human, technological, financial) are allocated effectively

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.

Qualifications -

Required Qualifications:

• 3+ years interpreting and analyzing large datasets
• 1+ years of direct people management or 2+ years matrixed management experience
• Basic SQL proficiency
• Demonstrated leadership ability to influence and drive outcomes without direct authority
• Demonstrated ability to be proficient at assessing business risks/issues and ability to distinguish items you are empowered to resolve from those that need to be escalated
• Proven exceptional relationship skills and solid emotional intelligence
• Proven excellent presentation skills - clear and concise written & verbal communication skills
• Demonstrated ability to collaborate with senior and executive leaders
• Driver's License and access to a reliable transportation
• Must live in the state of Minnesota and be able to work in the Minnetonka, MN office 4 days a week & 1 remote day

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 $91,700 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.