Manager - UHC COVE - Consumer

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

Job summary

UnitedHealthcare’s Consumer Operations COVE Manager role is based in Minnetonka, MN, leading a team of analysts to monitor and improve the consumer experience.

You will partner with WFM, Tech, EIS, Product and Service Delivery to drive process improvements, manage performance metrics, and ensure high-quality outcomes across the consumer journey.

Hybrid work arrangement in office 4 days a week with 1 remote day supports collaboration and timely delivery.

Qualifications

• 3+ years interpreting and analyzing large datasets.
• 1+ years of direct people management or 2+ years matrixed management.
• Basic SQL proficiency.
• Proven ability to influence without direct authority.
• Strong relationship skills and emotional intelligence.
• Excellent written and verbal communication; ability to present to executives.
• Driver’s license and reliable transportation; Minnesota resident and able to work in Minnetonka office 4 days/week.

Responsibilities

• Provide leadership presence, coaching, and performance reviews.
• Hire, train, and supervise staff with development focus.
• Identify inefficiencies and implement process improvements.
• Monitor operational metrics and manage risks.
• Collaborate with senior leaders to align objectives.

Skills

Data analysis

Leadership

Stakeholder management

Problem solving

Tools

SQL

Job description

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Manager - UHC COVE - Consumer (2384525)

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.

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.

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-866-566-8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

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.