Optum Financial is seeking a Vice President, Servicing Excellence to lead large-scale servicing and implementation operations across our Employer, Directed Spend, and Commercial Payment businesses. This is a high-impact leadership role for an experienced operations executive who can deliver today's performance while helping shape the future servicing model for new products, growth services, and evolving client needs.
In this role, you will be accountable for end-to-end servicing operations across HSA/notional claims and account administration, COBRA, health benefit and reward card servicing, eligibility and rules management, transactions and settlements, card servicing, standard and customized client implementations, annual 1/1 readiness, commercial payment execution, and payment automation.
The ideal candidate is a solid execution leader with experience transforming complex servicing models, leading global teams, implementing scalable service catalogs, and expanding automation and self-service capabilities to improve client, consumer, provider, and internal team experiences.
You will partner closely with Operations, Product, Technology, Call Center, Client Management, and Growth teams to build a reliable, scalable, and modern servicing organization that delivers:
- Seamless client onboarding and implementation
- Best-in-class servicing experiences across the constituents we serve
- Implement and modernize service catalogs across cases, implementations, client configurations, and benefits to enable consistent intake, routing, ownership, and resolution
- Reliable, high-performing payment and claims operations according to health plan rules
- Drive operational scale, resiliency, and performance across a complex, high-volume environment across consumer and provider servicing
- Proven success globalizing operations and cross-training teams to drive consistent, high-quality service delivery across geographies
- Demonstrated ability to leverage business process automation and AI to transform servicing workflows, improve efficiency, and enhance customer experience
- Accelerate self-service automation across case management and implementation workflows to reduce manual handoffs, improve transparency, and increase speed to resolution
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:Deliver Best-in-Class Servicing & Customer Experience- Lead a servicing excellence model across customer, provider, and client touchpoints in partnership with Call Center, Client Management, Provider Account Management, and Operations teams
- Drive performance across key metrics
- Identify and remove service friction by improving processes, digital experiences, knowledge access, and call drivers
- Design and scale a service catalog that standardizes case types, implementation activities, intake channels, service levels, ownership, and escalation paths
- Expand self-service automation for clients, consumers, providers, and internal teams to reduce preventable cases and improve visibility into servicing and implementation status
- Implement closed-loop root cause resolution, reducing repeat issues and improving overall experience
What You'll Be Accountable For- Lead end-to-end servicing and implementation operations across multiple business lines
- Own operational performance, including FCR, CSAT/NPS, resolution times, SLAs, and quality metrics
- Oversee client onboarding, go-live readiness, and implementation execution
- Drive rapid issue resolution, escalation management, and continuous process improvement
- Manage a global operations organization, optimizing workforce, quality, and service delivery
- Lead adoption of AI, automation, and self-service capabilities to improve efficiency and client experience
- Ensure solid governance, compliance, reporting, and risk management practices
- Deliver a consistent, high-quality client experience while partnering cross-functionally to drive operational excellence
- Leads a multi-functional global operations organization
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:- 12+ years of progressive leadership experience in operations, servicing, client implementation, or related functions
- Proven success leading large-scale, transaction-driven operations with direct accountability for quality, service levels, cost, risk, and customer experience
- Experience managing global operations and distributed teams
- Demonstrated ability to lead through complexity, build operational discipline, and drive measurable performance improvement
- Experience implementing or scaling automation, AI tools, or digital servicing capabilities
- Experience implementing service catalogs, self-service portals, case automation, or implementation workflow automation at scale
- Ability to travel up to 25%
Preferred Qualifications:- MBA, Master's or other advanced degree
- Experience in financial services, healthcare, or payment operations
- Background in contact center or high-volume servicing environments
- Track record of improving service quality, reducing defects, and managing operational risk
*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 $200,400 to $343,500 annually based on full-time employment. We comply with all minimum wage laws as applicable.
