Director – Identity Escalation Support- Remote

UnitedHealth Group•Eden Prairie, MN

11h•Remote

About The Position

The Enterprise Information Security (EIS) team is responsible for cybersecurity across our organization. We support our business and members by reducing risk, rapidly responding to threats, focusing on business resiliency and securing new acquisitions. The Director - Identity Escalation Support provides strategic leadership for the OptumID / One Healthcare ID B2B Tier 1 and HealthSafe ID B2C Tier 1.5/1.75 call centers. This role is accountable for the performance and direction of the Phone Support function through multiple layers of management and senior professional staff. This role is responsible for developing and executing strategies that span large business units or multiple markets/sites, ensuring the delivery of exceptional phone-based customer service to members, customers, and providers. 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.

Requirements

Bachelor’s degree or equivalent experience
8+ years of progressive leadership experience in technology support, customer service operations, or contact center environments, including accountability for large, multi layered teams
Proven experience leading phone based technical support or identity related support operations across multiple teams, sites, or business units, with full ownership of performance, quality, and service outcomes
Experience partnering cross functionally with Technology, Product, Security, Privacy, Compliance, and Business leaders to resolve complex issues and align support operations with enterprise objectives
Experience ensuring compliance with HIPAA, FLSA (exempt workforce), and internal risk, security, and privacy policies
Demonstrated expertise in call center quality management, workforce performance oversight, and continuous improvement methodologies
Working knowledge of identity verification, fraud prevention, and member data protection within phone based or technical support environments
Demonstrated ability to set and execute operational strategy aligned to business priorities, customer experience standards, and enterprise service commitments
Proven solid track record of leading operational improvement, transformation initiatives, and change management, including process redesign, scaling support models, and adoption of new tools or workflows
Proven advanced capability in performance management and analytics, using metrics such as service level, FCR, AHT, CSAT, NPS, quality, and compliance indicators to drive sustained results
Proven ability to identify and mitigate operational, regulatory, and privacy risks, including member identity collision scenarios and escalation management
Proven solid executive communication and stakeholder influence skills, with experience representing support organizations in enterprise initiatives and strategic forums
Demonstrated success building, coaching, and developing senior managers and leaders, driving engagement, accountability, and a culture of operational excellence
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
Candidates are required to pass a drug test before beginning employment.

Responsibilities

Lead and manage the Phone Support function, overseeing managers and senior staff across multiple teams and locations
Develop and execute strategies to enhance customer experience, operational efficiency, and service quality for phone-based support
Direct others to resolve business problems affecting multiple functions or disciplines within Customer Service
Ensure compliance with all relevant policies, procedures, and regulatory requirements, including the Fair Labor Standards Act (FLSA) for exempt employees
Drive product, service, or process decisions that impact multiple functions and/or customer accounts (internal and external)
Foster a culture of continuous improvement, innovation, and accountability within the Phone Support organization
Collaborate with cross-functional leaders to align Phone Support operations with broader business objectives
Monitor performance metrics, analyze trends, and implement action plans to achieve operational goals
Represent the Phone Support function in enterprise-wide initiatives and strategic planning
Oversee implementation and enforcement of caller identity verification protocols to prevent fraud and unauthorized access
Ensure robust security measures are in place to protect member data during phone interactions
Manage privacy issues arising from member identity collision, including prompt resolution of cases where multiple members share similar identifying information
Train staff on privacy best practices and regulatory requirements (e.g., HIPAA), and ensure ongoing compliance