Director Customer Service, E&I Consumer Serv. - Hooksett, NH or Remote

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us and start doing your life's best work.(sm)

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

Primary Responsibilities:

• Manage and be accountable for professional employees, managers, and supervisors (leads team of 200+ team members front line, supervisors, and managers)
• Coordinate and supervise daily/weekly/monthly activities of team members
• Set priorities for the team to ensure task completion and performance goals are met
• Coordinate work activities with other directors, managers, departments, etc.
• Identify and resolve operational problems using defined processes, expertise and judgment
• Provide coaching, feedback and annual performance reviews as well as formal corrective action
• Takes major role in setting direction and participating in or developing new programs/directions
• Sets team direction, resolves problems and provides mentoring and guidance to leaders and team members and other staff
• Ensures team meets established performance metrics, outcomes and defined customer performance guarantees
• Adapts departmental plans and priorities to address business and operational challenges as documented within reports and data
• Influences or provides input to forecasting and planning activities
• Tracking and trending data, reporting team key performance metrics, measuring outcomes and implementing process improvement initiatives
• Product, service or process decisions are most likely to impact multiple groups of employees and / or customers (internal or external)
• Work to establish a regular meeting schedules and check-ins with Implementation team members
• Overall site alignment responsibilities. This would include items such as: Facilities engagement, site care and support, site level employee engagement activities, etc.

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 of experience managing in a large (300+) call center, contact center or claims environment
• 5+ years of combined experience in product / program / project management, delivering cross-organizational programs and leading strategic initiatives of diverse scope in a cross-functional environment
• 5+ years of combined experience and a proven track record of driving major transformational change and delivering measurable results, and developing and leading projects or initiatives
• 5+ years of experience in working with data and making data-driven analytical decisions
• Experience assimilating and analyzing information pertaining to constituent support
• Experience presenting and influencing for senior level leaders and at all levels within multi- business segments
• Experience leading and driving change through influence at all levels of the organization by facilitating and enhancing performance within a cross-functional environment
• Experience with financial reports, modeling exercises, interpreting, and communicating operating and financial information
• Experience with applying Design Thinking methodologies and/or a Human Centered Design
• Experience motivating, training / developing, and directing people in a matrixed organization
• Experience with CLL process and/or other employee engagement/development process
• Demonstrated track record of building and leading a high-performance workforce and a leadership team that is energized by coaching, developing, and engaging a dynamic and diverse workforce
• Demonstrated analytical skills and the proven ability to identify and remediate operational performance issues
• Remote within San Antonio, TX

Preferred Qualifications:

• BA/BS degree or higher
• Experience working in the health insurance industry, or a highly regulated industry
• Experience leading Enterprise-wide programs in a highly matrixed organization
• Experience with the Net Promoter System (NPS), Customer Satisfaction, and External Constituent Effort Scores (Ex. Provider NPS)
• Experience working across UHG, Optum and UHC lines of businesses
• Demonstrated servant leadership, resilience, resourcefulness, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency

Careers with UnitedHealthcare. Work with a Fortune 5 organization that's serving millions of people as we transform health care with bold ideas. Bring your energy for driving change for the better. Help us improve health access and outcomes for everyone, as we work to advance health equity, connecting people with the care they need to feel their best. As an industry leader, our commitment to improving lives is second to none.

Colorado, Connecticut, Nevada, or New York City Residents Only: The salary range for Colorado residents is $113,500 to $218,100. The salary range for Connecticut/Nevada/New York City residents is $113,500 to $218,100. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

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

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.