Director, Social Media Operations

UnitedHealth Group•Boston, MA

4d•$134,600 - $230,800•Remote

About The Position

UnitedHealth Group is a health care and well-being company dedicated to improving health outcomes globally. It comprises UnitedHealthcare and Optum, working towards a better health system for all. This role reports to the Vice President of Social Media and is responsible for the development and execution of enterprise strategy, operations, and governance for social media and digital communications. The Director will collaborate with various teams across UnitedHealth Group, UnitedHealthcare, and Optum to ensure alignment in processes, procedures, toolsets, viewpoints, risk management, intelligence, and best practices. A deep understanding of content, campaigns, and platform management is required to ensure governance adherence and operational excellence for the communications function and its partners across the enterprise. This role involves regular interaction and influence with key stakeholders across the enterprise who manage social media for UnitedHealth Group's businesses and brands, as well as with partners in functional departments such as procurement, legal, compliance, operations, and marketing. The position offers the flexibility to work remotely from anywhere within the U.S.

Requirements

10+ years in social media or digital marketing
Experience developing and implementing enterprise-wide social media governance programs, policies, and procedures
Experience managing social media technology platforms, tools, and vendor relationships
Experience driving organizational change management, process adoption, and operational excellence initiatives
Experience developing training, communication, and engagement programs to increase adoption of tools, processes, and policies
Experience managing budgets, contracts, RFPs, and vendor selection processes in a matrixed environment
Deep social media platform, content creation, discovery (traditional and agentic search), systems, and process development experience
Proven ability to lead cross-functional initiatives involving communications, legal, compliance, procurement, marketing, and operations teams
Proven solid project management skills with the ability to manage multiple priorities in a complex enterprise environment
Proven excellent organizational skills and attention to detail; ability to manage multiple priorities in a fast-paced environment

Nice To Haves

Experience in healthcare or regulated industries

Responsibilities

Support social media and digital governance, identifying, suggesting, and executing opportunities for integration and optimization across the organization.
Drive adoption of new processes to enable efficient and excellent execution.
Identify operational gaps and implement solutions to improve efficiency, quality, and output.
Collaborate with key stakeholders like legal, compliance, and employee relations to update policies and procedures, ensuring alignment before distribution and creating distribution plans for engagement.
Partner with employee comms and training teams to execute social media and digital comms updates to colleagues by creating plans to inform and drive adoption, including training programs and attestations.
Manage a best-in-class social media and digital comms toolset, identifying gaps and tools that can deliver business needs while balancing ROI.
Manage tool seats, access, and product adoption.
Manage RFP process(es) with procurement, partners, and stakeholders to ensure the selection of the best tools within budget.
Develop relationships with Customer Success Managers within the toolset, staying informed about enterprise needs and product pipelines to ensure value delivery.
Execute regular account hygiene checks across organic and paid channels, as well as tools, to ensure account security and accountability.
Work with finance and key stakeholders to ensure chargebacks are executed and related budgets remain balanced.
Execute research on behalf of the enterprise to suggest toolset enhancements, ways of working, and best practices.
Lead team onboarding for new hires and vendor partners.
Support content development, planning, and execution, transforming insights into goal-surpassing content.
Support related strategic projects for the enterprise.
Provide mentorship to junior members of the team.