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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.The Director of Customer Experience in Card Operations will lead the strategic direction and operational excellence across multiple product lines, including Health Savings Accounts (HSA), Notional, Prepaid, and Healthcare Spending Cards. This role involves resolving customer issues, enhancing overall customer experience, and driving strategic initiatives in collaboration with internal teams and external vendor partners. The Director will oversee process improvements, employee onboarding & training, and vendor projects, ensuring peak readiness and operational efficiency.This role is essential in driving strategic improvements and ensuring a high level of customer satisfaction across multiple product lines within Optum Financial Employer business. If you have a passion for strategic leadership, enhancing customer experience, and driving operational excellence, we encourage you to apply for this impactful leadership position.You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.Primary Responsibilities:
Strategic & Tactical Issue Resolution:
Lead both the tactical and strategic resolution of customer issues and cases, including major escalated issues across multiple product lines
Develop and implement strategies to proactively identify and address potential customer pain points
Analyze issue trends to inform strategic decisions and improve customer satisfaction
Cross-Product and Organizational Collaboration:
Partner with product capabilities teams to resolve recurring issues and eliminate friction points across Solutran, HSA, Notional, Prepaid, and Healthcare Spending Cards
Facilitate cross-functional collaboration within Optum Financial to ensure seamless integration and consistency in customer experience
Initiate and Drive strategic projects that enhance product capabilities and operational efficiency, working closely with key stakeholders across the organization
Process Improvement:
Identify and implement process improvements to streamline operations and enhance service delivery
Leverage data and customer feedback to drive innovative solutions and operational enhancements
Develop and maintain best practices for issue resolution and customer service across all product lines
Training and Development:
Lead the onboarding, training and development of internal team members on product, standard operating procedures and customer service best practices
Create and deliver training programs to enhance the skills and knowledge of team members, focusing on strategic thinking and cross-product expertise
Ensure that all team members are equipped to handle customer issues effectively and professionally
Proactively cross train team members to ensure coverage during peak periods
Vendor Project Management:
Oversee vendor ticketing process and manage small projects initiated by the customer experience team, ensuring alignment with strategic goals
Coordinate with vendors to implement strategic initiatives that drive operational improvements to reduce customer friction
Develop and maintain solid relationships with our major vendor partners, Fiserv, Wex, FIS and AB Corp, to support customer needs and enhance service delivery
Peak Readiness Planning:
Lead peak readiness planning to ensure operational readiness leveraging trend analysis that eliminates major issues experienced during the prior peak season
Develop and implement strategies to manage high volumes of customer inquiries and issues during peak times
Coordinate with internal and external stakeholders to ensure smooth operations and risk mitigation during critical periods
Strategic Data and Insights Management:
Ensure regular collection and strategic analysis of data from customer interactions and vendor performance
Generate actionable insights to drive strategic decisions and improve operational efficiency
Present findings and strategic recommendations to senior management to inform business strategies
Leadership and Influence:
Provide strategic leadership and direction across Optum Financial, influencing key stakeholders and driving initiatives that enhance customer experience
Advocate for the customer perspective in strategic discussions and decision-making processes
Collaborate with internal partners and functional teams to align customer experience strategies
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:
7+ years of experience in customer experience, operations management, or a related field, with a proven track record of leadership and issue resolution
7+ years of experience with card operations and customer service processes across multiple product lines
7+ years of experience leading cross-functional teams and manage complex customer issues
7+ years of experience in a matrixed, fast-paced and dynamic environment
Preferred Qualifications:
Experience in Healthcare and/or Payments
Proven excellent strategic thinking, leadership, project management, communication, and interpersonal skills
Proven solid analytical and problem-solving skills, with a focus on data-driven decision making
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter PolicyCalifornia, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, or Washington Residents Only: The salary range for this role is $122,100 to $234,700 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.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.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.