The Associate Director, Medicare Quality & Book of Business Experience Product Leader will own a portfolio of experiences that helps licensed Medicare sales agents understand which prospects or members need support, why an action matters, and how to complete compliant outreach efficiently. The role brings together quality priorities, Book of Business intelligence, agent workflows, communication tools, administrative service programs, payments, analytics, and member outcomes.
This leader will define the future-state experience across internal UHC telesales, UHC field-agent experiences in Jarvis, and external agency partner connections. The role will partner with Quality and STARS leadership, Sales, Agent Experience, Marketing, Communications, Technology, Analytics, Payment Operations, Legal, Compliance, Privacy, and other enterprise teams to turn quality priorities into simple, measurable product experiences.
This is a product leadership role with direct accountability for engagement, task completion, adoption, operational readiness, and compliance outcomes. It requires a leader who can translate complex clinical and operational needs into clear agent experiences while reinforcing that quality support is part of helping people live healthier lives, not simply an extension of selling a plan.
Role Scope- Prospect and member Book of Business experiences across internal UHC telesales, Jarvis, and external agency partner technical or data connections
- Prioritized views of quality-related tasks, operational needs, clinical gaps, member outreach opportunities, status, and next actions
- Outreach enablement spanning approved email, text, call-flow guidance, push notifications, and future communication channels
- Agent education, training, talk tracks, program value, administrative service opportunities, and payment transparency
- Reporting and analytics in partnership with UHC Quality and STARS leadership
- Future quality engagement scenarios that expand the range of appropriate tasks agents can help members complete
This role is based in the Minnetonka MN office.
Primary Responsibilities:- Product Strategy & Experience Leadership
- Define the product vision, strategy, roadmap, and outcome framework for Medicare Quality and Book of Business experiences
- Create a unified experience model across telesales, Jarvis, and external agency partners while accounting for channel-specific users, permissions, workflows, and technical constraints
- Translate Quality and STARS priorities into clear agent-facing opportunities, task experiences, communications, education, and completion pathways
- Prioritize near-term capabilities and establish a phased path toward broader clinical and operational gap-closure experiences
- Own product decisions, tradeoffs, roadmap transparency, executive communication, and investment recommendations
- Book of Business Intelligence & Actionability
- Ensure agents can easily identify which prospects or members need action, the reason for the action, its urgency, and the recommended next step
- Define segmentation, prioritization, status, completion, suppression, and follow-up requirements with Quality, Analytics, Operations, and Technology partners
- Create simple pathways from insight to action, reducing manual research and disconnected workflows
- Enable visibility into completed, pending, unsuccessful, ineligible, or exception-based activities as appropriate
- Advance data and integration requirements that support consistent experiences across internal and external channels
- Outreach, Education & Agent Enablement
- Lead product capabilities that make compliant outreach easier through approved email, SMS or text, call guidance, push notifications, and future channels
- Partner with Agent Experience Marketing and Communications to drive awareness, adoption, education, and sustained engagement
- Create an education strategy that explains the member value, quality rationale, expected action, and appropriate talk tracks
- Reinforce the role of licensed agents as trusted advocates who support plan fit, health value, and healthier outcomes beyond enrollment
- Use research and frontline feedback to ensure workflows and messages are understandable, credible, and useful
- Administrative Services & Payment Experience
- Partner with compensation and payment teams to define clear agent experiences for eligible administrative services, required activities, completion validation, payment status, and issue resolution
- Ensure payment-related product requirements support accuracy, timeliness, transparency, auditability, and operational controls
- Help agents understand available program opportunities without allowing financial incentives to overshadow member needs, appropriate outreach, or quality objectives
- Partner with Finance, Legal, Compliance, and business leaders on scenarios that may affect payment design, program economics, or regulatory thresholds
- Analytics, Outcomes & Optimization
- Define a measurement framework that connects product use and outreach activity to engagement, task completion, quality performance, operational outcomes, and compliance
- Partner with Quality and STARS Analytics to identify trends, prioritize opportunities, monitor performance, and evaluate program effectiveness
- Establish dashboards and operating reviews that provide transparent views of adoption, funnel performance, completion, exceptions, payment status, and channel outcomes
- Use quantitative and qualitative insights to refine prioritization, experience design, communications, training, and future roadmap decisions
- Distinguish activity metrics from meaningful outcomes and avoid optimizing for outreach volume alone
- Compliance, Governance & Operational Readiness
- Ensure product experiences and communications align with applicable CMS requirements, TCPA, Medicare marketing guidance, privacy, security, accessibility, records, and internal policy expectations
- Partner early with Legal, Compliance, Privacy, Communications Review, Technology Risk, and operational leaders to build requirements into the product lifecycle
- Define consent, channel eligibility, suppression, escalation, audit, disclosure, and exception-handling requirements as applicable
- Lead readiness across training, support, monitoring, communications, release management, and peak operational periods
- Create governance for new quality engagement scenarios so future expansion remains member-centered, measurable, and compliant
- Cross-Functional & People Leadership
- Lead through influence across a complex matrix of Sales, Quality, STARS, Agent Experience, Marketing, Communications, Analytics, Technology, Payment Operations, Finance, Legal, and Compliance partners
- Direct and develop the Medicare Quality & Book of Business Product Analyst, providing clear priorities, coaching, and accountability
- Create shared goals, decision rights, operating rhythms, and escalation pathways across business and delivery teams
- Build executive-ready narratives that connect product work to member outcomes, quality priorities, agent value, and business performance
- Model urgency, curiosity, member advocacy, disciplined product judgment, and responsible execution
Measures of SuccessOutcome Area - Illustrative Measures
- Member and prospect action - Completion of prioritized operational or clinical activities and successful progression through approved workflows
- Agent engagement - Awareness, adoption, repeat use, training completion, and confidence in the Book of Business experience
- Outreach effectiveness - Appropriate contact attempts, successful connections, response, conversion to task completion, and channel performance
- Quality outcomes - Observable contribution to quality priorities and gap-closure objectives, evaluated with Quality and STARS partners
- Payment performance - Accurate and timely administrative service payment processing, status visibility, and issue resolution
- Compliance - Adherence to approved messaging, consent, channel, documentation, and regulatory requirements
- Product delivery - Roadmap progress, release readiness, user feedback, data quality, system reliability, and learning velocity
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:- Bachelor's degree or equivalent practical experience
- 7+ years of experience in digital product management, product strategy, business transformation, customer or agent experience, healthcare operations, or related roles
- Experience leading a complex cross-functional product portfolio or business capability from strategy through delivery, adoption, and optimization
- Experience translating complex business or regulatory needs into simple user-centered product experiences and measurable outcomes
- Proven ability to influence senior leaders and align business, technology, data, operational, and risk partners without direct authority
- Proven exceptional communication, facilitation, executive presentation, prioritization, and decision-making skills
- Demonstrated solid analytical skills and experience defining product metrics, operating reviews, and outcome-based roadmaps
- Demonstrated ability to balance member value, agent usability, business outcomes, delivery constraints, and compliance
Preferred Qualifications:- Experience in Medicare, healthcare quality, STARS, gap closure, insurance, financial services, or another regulated industry
- Experience with Book of Business, CRM, sales enablement, field-agent, telesales, partner, or distribution technology
- Experience with member or customer outreach across email, SMS, outbound calling, push notification, or omnichannel engagement
- Experience coordinating payment, incentive, compensation, or administrative service programs
- Experience with data integrations, analytics products, task management, workflow orchestration, or external partner connectivity
- Experience leading internal product talent and building a collaborative, outcome-oriented operating model
*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.
