Director, Client Delivery & Experience

UnitedHealth Group•Eden Prairie, MN

7d•$112,700 - $193,200•Remote

About The Position

The Director, Client Delivery & Experience leads AI strategy, large-scale AI initiative delivery, and the technology and infrastructure capabilities that enable the client experience. The role owns the business roadmap from use-case prioritization and business case development through Agile delivery, deployment, adoption, and measurable value realization, in partnership with Technology, Product, data, and compliance teams. The Director leads the strategy, performance, and evolution of the Client Management Enablement team, building AI and technology capabilities while maintaining operational readiness and service continuity. The team connects Account Management, Operations, Implementation, Product, and client stakeholders to support readiness, issue resolution, and strategic initiatives. The Director oversees annual readiness, go-live support, operational transitions, benefit and file updates, process maintenance, client-facing systems and tools, and cross-functional execution. The role establishes governance, priorities, resource plans, performance standards, and escalation pathways, and advises senior leadership on plans and impacts to advance client satisfaction, operational excellence, cost avoidance, and continuous improvement through AI-enabled capabilities. The role may be performed remotely from anywhere in the U.S. Employees hired in the Minneapolis or Washington, D.C. area must work in the office at least four days per week. Remote employees must follow UnitedHealth Group’s Telecommuter Policy.

Requirements

5+ years of PBM experience.
At least 1 year of experience evaluating and implementing tools and technology platforms, with working knowledge of supporting infrastructure, data integration, access controls, scalability, and production support in partnership with technical teams.
Experience leading annual PBM client readiness, go-live support, operational transitions, or large-scale change initiatives.
Solid working knowledge and practical application of Agile methodology, backlog management, user stories, acceptance criteria, iterative planning, and release delivery.
Advanced program and project management skills in governance, resource planning, dependencies, risk mitigation, and cross-functional execution.
Experience developing KPIs, dashboards, impact reporting, root cause analyses, remediation plans, SOPs, and executive materials.
Intermediate or higher experience using PBM tools for operational reporting, issue management, claims adjudication, and client support, with the ability to guide and teach others.

Nice To Haves

3+ years of project or program management experience leading complex, cross-functional initiatives.
3+ years of people leadership, team leadership, or comparable leadership responsibility.
Experience analyzing large data sets and making data-driven decisions.
Experience in health plan or managed care operations, including experience across multiple lines of business such as Medicare Part D, Medicaid, and CMS requirements.
Experience driving large-scale, cross-functional initiatives from strategy and business case through production implementation, adoption, and measurable business outcomes.
Experience using AI tools to improve business results and operations.
Client experience.

Responsibilities

Own the AI strategy and prioritized portfolio for client management enablement, including use cases, business cases, investment recommendations, roadmaps, and measurable outcomes.
Drive cross-functional AI initiatives from discovery and proof of concept through production deployment, adoption, and ongoing optimization.
Lead, coach, and develop the Enablement team; set expectations, provide feedback, support career development, and strengthen succession and retention.
Build an inclusive, engaged, high-performing team culture focused on accountability, innovation, collaboration, learning, and client advocacy.
Align team structure, capacity, assignments, and skills with client needs, enterprise priorities, seasonal readiness demands, and changing requirements.
Build team proficiency in approved AI tools, technology platforms, Agile methodology, responsible AI practices, PBM tools, client-facing systems, readiness, project management, reporting, and issue management.
Oversee employee performance, workload balancing, quality, risk management, and timely escalation of barriers.
Define and evolve the Enablement operating model, service standards, governance, roles, processes, and measures.
Translate executive vision into prioritized AI and technology roadmaps and apply Agile practices such as backlog prioritization, user stories, acceptance criteria, sprint planning, reviews, and iterative releases.
Establish governance for large-scale AI and cross-functional initiatives, including decision rights, milestones, dependencies, risks, resourcing, issue resolution, and executive reporting; partner on validation, human oversight, and ongoing AI performance monitoring.
Oversee the creation, negotiation, interpretation, implementation, and maintenance of SOPs, reporting, and operational requirements.
Identify opportunities for process improvement, organizational effectiveness, cost avoidance, automation, and standardization, and ensure adoption and sustained results.
Provide leadership oversight of annual readiness, go-live support, operational transitions, and the Readiness Governance Model.
Ensure operational readiness plans address sequencing, duration, ownership, dependencies, resources, risk mitigation, and cross-functional execution.
Monitor readiness health, aging inventory, risks, client impacts, and execution progress; intervene when performance or commitments are at risk.
Coordinate timely and accurate issue resolution, including impact assessment, root cause analysis, remediation, and communication.
Oversee deployment readiness, training, and adoption for AI-enabled and Optum Rx client-facing systems and tools, including materials, delivery practices, support readiness, and service continuity.
Serve as an executive escalation point and strategic consultant for complex readiness, operational, and client-impacting matters.
Build partnerships with clients and internal leaders across Account Management, Operations, Implementation, Product, Technology, Compliance, and other functions.
Translate client and enterprise needs into AI tool, technology, and infrastructure requirements, including data access, integrations, scalability, reliability, and support; partner with Technology and architecture teams on solution selection and implementation.
Lead or sponsor cross-functional projects, process improvements, and organizational readiness efforts that improve client outcomes and advance enterprise priorities.
Develop and deliver executive communications, decision support, dashboards, recommendations, and presentations for senior internal and external stakeholders.
Establish and monitor KPIs for AI portfolio delivery, adoption, solution quality, productivity, value realization, technology reliability, readiness, service delivery, aging work, issue resolution, client impact, team capacity, and process performance.
Use data and business analytics to identify trends, risks, resource needs, and improvement opportunities, and drive corrective actions and accountability.
Promote disciplined project, change, and risk management practices across the team and partner organizations.