Associate Director, Customer Service

Requisition Number: 2391621
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 to start Caring. Connecting. Growing together.
The Associate Director is responsible for providing strategic and operational leadership across customer service and service delivery functions. This role leads managers and large-scale teams to achieve operational excellence, financial performance, customer satisfaction, and employee engagement objectives. The position drives business outcomes through effective workforce management, process improvement, stakeholder partnership, and continuous operational transformation.
Primary Responsibilities:

• Provide leadership and direction to managers and senior professionals to achieve operational, financial, quality, and customer experience goals
• Lead large-scale customer service operations across one or multiple teams, programs, sites, or business functions
• Develop and execute operational strategies that support business objectives, service excellence, and sustainable growth
• Oversee planning, forecasting, workforce utilization, and resource allocation to ensure achievement of key performance indicators (KPIs), service level agreements (SLAs), and customer satisfaction targets
• Drive operational excellence through process improvement, automation, innovation, and transformation initiatives
• Manage service delivery performance and ensure consistent execution of customer experience standards
• Build and maintain solid relationships with internal and external stakeholders to support business objectives and client success
• Analyze operational trends, customer feedback, performance metrics, and market insights to identify opportunities for improvement and growth
• Lead business transitions, expansion activities, and implementation of new programs or capabilities
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Additional Scope & Leadership Expectations

• Oversee resolution of complex customer, client, and operational escalations, ensuring timely resolution and long-term corrective actions
• Foster a culture of accountability, collaboration, customer focus, and continuous improvement
• Drive employee engagement, talent development, succession planning, and leadership capability building across the organization
• Ensure compliance with organizational policies, contractual obligations, and operational standards
• Champion change management initiatives and support organizational transformation efforts
• Leverage data and insights to improve operational efficiency, customer experience, and business performance

Required Qualifications:

• Bachelor's degree or equivalent work experience
• 10+ years of experience in customer service, contact center, business process outsourcing (BPO), shared services, operations management, or related industries
• 5+ years of leadership experience managing managers and large operational teams
• Experience managing client relationships, service delivery commitments, and operational escalations
• Experience working in a matrixed, fast-paced, and dynamic business environment
• Proven experience leading large-scale customer service or service delivery operations in a multi-site environment
• Demonstrated success in driving operational excellence, process improvement, transformation, or business growth initiatives
• Demonstrated solid stakeholder management skills with the ability to influence and collaborate across multiple functions and levels
• Demonstrated solid analytical, problem-solving, communication, and decision-making skills

Preferred Qualifications:

• Lean Six Sigma, Operational Excellence, or similar process improvement certification
• Experience supporting customer experience (CX), contact center, shared services, or BPO operations
• Experience leading digital transformation, automation, or customer experience enhancement programs

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.
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