Director, Client Delivery & Experience

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us in making healthcare work better for everyone through people-led, responsible AI while Caring. Connecting. Growing together.

The Director, Client Delivery & Experience is the people leader primarily accountable for AI strategy, large-scale AI initiative delivery, and the tools, technology, and infrastructure capabilities that enable the client experience. This leader owns the business roadmap from use-case prioritization and business case development through Agile delivery, deployment, adoption, and measurable value realization, partnering with Technology, Product, data, and compliance teams to deliver scalable, responsible AI solutions.

The Director leads the strategy, performance, and ongoing evolution of the Client Management Enablement team, building AI and technology capabilities while maintaining operational readiness and service continuity. The team serves as a critical bridge across Account Management, Operations, Implementation, Product, and client stakeholders to drive readiness, issue resolution, and strategic initiatives. The Director retains oversight of annual readiness, go-live support, operational transitions, benefit and file updates, process maintenance, client-facing systems and tools, and cross-functional execution.

The role establishes governance, priorities, resource plans, performance standards, and escalation pathways to deliver against client commitments and enterprise requirements. As a strategic advisor to senior leadership, the Director translates vision into actionable plans, anticipates upstream and downstream impacts, and advances client satisfaction, operational excellence, cost avoidance, and continuous improvement through AI-enabled capabilities.

You'll enjoy the flexibility to work remotely* from anywhere within the U.S. as you take on some tough challenges. 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.

Primary Responsibilities

• AI STRATEGY, TECHNOLOGY, AND LARGE-SCALE DELIVERY - PRIMARY ACCOUNTABILITY
• Own the AI strategy and prioritized portfolio for client management enablement; define use cases, business cases, investment recommendations, roadmaps, and measurable outcomes aligned to enterprise priorities.
• Drive large-scale, cross-functional AI initiatives from discovery and proof of concept through production deployment, adoption, and ongoing optimization; resources, dependencies, and business accountability.

AI DELIVERY AND PEOPLE LEADERSHIP

Lead, coach, and develop the Enablement team with AI delivery as its primary priority; set clear expectations, provide ongoing feedback, support career development, and strengthen succession and retention.

Create an inclusive, engaged, and high-performing team culture grounded in accountability, innovation, collaboration, continuous learning, and strong client advocacy.

Align team structure, capacity, assignments, and skill development to client needs, enterprise priorities, seasonal readiness demands and changing business requirements.

Build team proficiency in approved AI tools, technology platforms, Agile methodology, and responsible AI practices alongside PBM tools, client-facing systems, readiness practices, project management, reporting, issue management, and applicable client requirements.

Provide leadership oversight for employee performance, workload balancing, quality, risk management, and timely escalation of barriers.

ENABLEMENT STRATEGY AND GOVERNANCE

Define and evolve the Enablement operating model, service standards, governance, roles, processes, and measures to support consistent execution and a best-in-class client experience.

Translate executive vision into prioritized AI and technology roadmaps; apply Agile methodology through backlog prioritization, user stories, acceptance criteria, sprint planning, reviews, and iterative releases with delivery partners.

Establish governance for large-scale AI and cross-functional initiatives, including decision rights, milestones, dependencies, risks, resourcing, issue resolution, and executive reporting; partner on, validation, human oversight, and ongoing AI performance monitoring.

Oversee the creation, negotiation, interpretation, implementation, and maintenance of SOPs, reporting, and operational requirements.

Identify opportunities for process improvement, organizational effectiveness, cost avoidance, automation, and standardization; ensure successful adoption and sustained results.

OPERATIONAL READINESS AND EXECUTION OVERSIGHT

• Provide leadership oversight of end-to-end annual readiness, go-live support, operational transitions, and the Readiness Governance Model.
• Ensure enterprise operational readiness plans include appropriate task sequencing, duration, ownership, dependencies, resources, risk mitigation, and full cross-functional execution.
• Monitor readiness health, aging inventory, key risks, client impacts, and execution progress; intervene when performance or client commitments are at risk.
• Ensure issues are resolved promptly and accurately through effective coordination, impact assessment, root cause analysis, remediation, and communication.
• Oversee deployment readiness, training, and adoption for AI-enabled and Optum Rx client-facing systems and tools, including scalable materials, consistent delivery practices, support readiness, and service continuity.

CLIENT AND CROSS-FUNCTIONAL LEADERSHIP

Serve as an executive escalation point and strategic consultant for complex readiness, operational, and client-impacting matters.

Build strong partnerships with clients and internal leaders across Account Management, Operations, Implementation, Product, Technology, Compliance, and other functional teams.

Translate client and enterprise needs into AI tool, technology, and infrastructure requirements, including data access, integrations, scalability, reliability, and support; partner with Technology and architecture teams on solution selection and implementation while anticipating upstream and downstream impacts.

Lead or sponsor cross-functional projects, process improvements, and organizational readiness efforts that improve client outcomes and advance enterprise priorities.

Deliver and develop concise executive communication, decision support, dashboards, recommendations, and presentations for senior internal and external stakeholders.

PERFORMANCE, RISK, AND CONTINUOUS IMPROVEMENT

Establish and monitor KPIs for AI portfolio delivery, adoption, solution quality, productivity, value realization, and technology reliability alongside readiness, service delivery, aging work, issue resolution, client impact, team capacity, and process performance.

Use data and business analytics to identify trends, risks, resource needs, and improvement opportunities; drive corrective actions and sustained accountability.

Promote disciplined project, change, and risk management practices across the team and partner organizations

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

• 5+ years PBM experience
• 1+ years of experience evaluating and implementing tools and technology platforms, with working knowledge of supporting infrastructure, data integration, access controls, scalability, and production support in partnership with technical teams
• Experience leading annual PBM client readiness, go-live support, operational transitions, or large-scale change initiatives
• Solid working knowledge and practical application of Agile methodology, backlog management, user stories, acceptance criteria, iterative planning, and release delivery
• Advanced program and project management skills in governance, resource planning, dependencies, risk mitigation, and cross-functional execution
• Experience developing KPIs, dashboards, impact reporting, root cause analysis, remediation plans, SOPs, and executive materials
• Intermediate or above experience using PBM tools for operational reporting, issue management, claims adjudication, and client support, with the ability to guide and teach others

Preferred Qualifications

3+ years of project or program management experience leading complex, cross-functional initiatives

3+ years of people leadership, team leadership, or comparable leadership responsibility

Experience analyzing large data sets and making data-driven decisions

Experience in health plan, or managed care operations; experience across multiple lines of business, including Medicare Part D, Medicaid, and CMS requirements

Experience driving large-scale, cross-functional initiatives from strategy and business case through production implementation, adoption, and measurable business outcomes

Experience using AI tools to improve business results and operations

Client experience

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

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 $112,700 - $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.

UnitedHealth Group and its affiliated brands are 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 and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.