Remote Strategic Ops Lead for Client Transformation

UnitedHealth Group; Minnetonka (MN); Remote; Confidential; Full time

Benefits offered by this job

Comprehensive benefits

Incentive programs

Equity stock purchase

401k contribution

Job summary

UnitedHealth Group’s Optum unit seeks an Associate Director of Strategic Operations & Client Transformation to lead strategic roadmaps and drive AI-enabled service delivery. You will partner with Markets, CDOs, PMOs, and frontline teams to optimize operations and improve patient and provider outcomes.

The role emphasizes executive communication, stakeholder management, and scaling transformation across enterprise service models while supporting remote work and hybrid in-office requirements in

Qualifications

• Bachelor's degree or equivalent work experience.
• Lean, Six Sigma, PMP, or related operational excellence certifications.
• 7+ years of experience in healthcare operations, contact center operations, client management, consulting, program management, or related fields.
• Experience leading large-scale operational improvement or transformation initiatives.
• Experience developing strategic plans and delivering executive-level presentations.
• Experience supporting healthcare call center operations or service delivery organizations.
• Experience supporting enterprise implementations, migrations, or organizational change efforts.
• Experience working within matrixed healthcare organizations.
• Familiarity with AI-enabled service delivery and healthcare technology solutions.
• Demonstrated success managing complex stakeholder relationships across multiple organizational levels.
• Demonstrated strong analytical, problem-solving, and decision-making skills.
• Proven exceptional communication, facilitation, and influencing capabilities.

Responsibilities

• Develop and oversee strategic roadmaps aligning priorities across Service Operations, Markets, CDOs, PMOs, and call delivery teams.
• Lead transformation initiatives focused on operational excellence, scalability, efficiency, and customer experience.
• Identify opportunities for process optimization, standardization, and service model enhancements.
• Drive continuous improvement to support enterprise and client objectives.
• Champion innovation by identifying capabilities and best practices for service delivery.
• Synthesize data and initiatives into executive-ready presentations with clear recommendations.
• Act as the operational liaison for AI initiatives and integration efforts.
• Build executive-level relationships with Markets, CDOs, PMOs, and operational leaders.
• Serve as trusted advisor to clients and partners; manage escalations and alignment with enterprise standards.
• Assist with migrations into Enterprise Clinical Services call teams and related models.
• Assess readiness, risks, and change management needs; recommend efficiency improvements.
• Provide SME guidance during planning, deployment, stabilization, and optimization phases.
• Foster cross-functional collaboration across business units and teams.
• Advise on customer experience improvements across all service delivery models.
• Monitor performance metrics and lead corrective actions.

Skills

Communication

Facilitation

Influencing

Strategic thinking

Education

Bachelor's degree or equivalent work experience

Lean Six Sigma or PMP certification

Job description

UnitedHealth Group’s Optum unit seeks an Associate Director of Strategic Operations & Client Transformation to lead strategic roadmaps and drive AI-enabled service delivery. You will partner with Markets, CDOs, PMOs, and frontline teams to optimize operations and improve patient and provider outcomes.

The role emphasizes executive communication, stakeholder management, and scaling transformation across enterprise service models while supporting remote work and hybrid in-office requirements in