Putting the consumer at the center of everything we do is critical to our success and executing flawlessly is expected from our members and our clients. We are seeking a leader for our newly formed Optum Customer Communications Center of Excellence to help drive flawless execution across all external consumer communications. This position will support all lines of Optum business to help implement a scalable omni-channel customer communications management capability and operating model. They will own the production support of the COE and have direct ownership of platform implementations over the next 2-4 years, partnering with IT and vendor teams.
We're looking for a smart, enthusiastic and creative leader, driven by a common company goal: to help people live healthier lives and to make the health system work better for everyone.
You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:- Support the development of the Optum Customer Communications/Document Composition Center of Excellence - inclusive of platform capability requirements, operating model, and future team buildout to support all OptumRx products and services
- Serve as a technical SME for all aspects of the CCM platform internally
- Act as our 'business architect' for customer communications responsible for defining and implementing the CCM roadmap over the next 2-4 years
- Partner with marketing leads, Optum IT, and other internal stakeholders to deliver a scalable CCM platform that meets all business needs in a cost effective, timely manner
- Define, track, and deliver key quality success measures related to accuracy and timeliness of communications projects flowing through the platform/team
- Monitor performance and quality control plans to review and identify any issues or ways to improve the end-to-end CCM lifecycle with member and provider communication projects
- Partner and consult with all internal and external cross functional teams (e.g. consumer data management & outreach, marketing project management, print fulfillment, email/SMS operations, creative designers, marketing managers, client services, Optum IT, external delivery vendors, etc.) to deliver, maintain and optimize the CCM platform and related campaign/communication deliverables
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 of customer communication management software/platform experience
- 3+ years of experience implementing and maintaining a CCM platform from a business/capability lead standpoint on Quadient Inspire
- 3+ years developing and maintaining capability documentation, standards, playbooks, and training materials.
- 3+ years leading capability enablement efforts, including training, office hours, knowledge-sharing sessions, and user support.
Preferred Qualifications: - Expertise on GMC/Quadient Inspire Designer ICM, Inspire Automation, Interactive, and workflow engine, or comparable document composition tool
- Digital campaign management experience - specifically email and SMS channels
- PBM/healthcare experience and/or experience in a highly regulated consumer industry (financial services, life sciences, etc.)
- Workfront experience or equivalent
- Supervisory experience leading a team of individual contributors, technical business resources
- Experience crafting CBAs and presenting to, executive leadership for alignment
- Proven ability to complete analysis and/or escalation to resolve non-standard requests and complex problems
*All Telecommuters 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 $91,700 to $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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.
