Implementation Manager - Contact Center - Remote

UnitedHealth Group•Eden Prairie, MN

2d•$91,700 - $163,700•Remote

About The Position

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. The Implementation Manager is responsible for driving the execution of individual projects within the implementation portfolio, ensuring timely delivery, stakeholder alignment, and operational readiness. This role serves as the central coordinator of workstreams, translating direction from the Implementation Leader into actionable plans and ensuring Process Improvement Analysts effectively support project execution. The Implementation Manager is accountable for day-to-day project delivery, risk management, and cross-functional coordination to achieve successful outcomes. 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

5+ years of experience in project management or related roles
Experience in healthcare or contact center operations
Proficiency with project management tools and methodologies (Agile, Waterfall, PMO frameworks)
Demonstrated success delivering complex projects in a cross-functional environment
Proven solid organizational, communication, and problem-solving skills
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.

Nice To Haves

PMP or similar certification
Client-facing project experience

Responsibilities

Own the planning and execution of assigned projects, including timelines, deliverables, dependencies, and milestones
Translate portfolio priorities set by the Implementation Leader into detailed project plans and execution strategies
Track progress, identify risks/issues, and implement mitigation strategies to ensure on-time and in-scope delivery
Provide regular project-level reporting, status updates, and escalation visibility to stakeholders
Ensure alignment across all workstreams contributing to project success
Serve as the primary point of coordination across functional teams (operations, technology, training, workforce management)
Facilitate meetings, working sessions, and decision forums to drive progress and remove blockers
Ensure clear roles, responsibilities, and accountability across all contributors
Direct and prioritize work for assigned Process Improvement Analysts to ensure alignment with project needs
Partner with Process Improvement Analysts to define requirements, document processes, and develop solutions
Ensure Process Improvement Analyst outputs (analysis, documentation, insights) are actionable and aligned to project timelines
Review deliverables to ensure quality and completeness before stakeholder distribution
Support end-to-end implementation of new clients, programs, or capabilities under the direction of the Implementation Lead
Manage day-to-day client interactions related to project execution, ensuring clear communication and expectation management
Execute implementation plans, readiness activities, and launch coordination
Track and ensure completion of all pre-launch requirements
Maintain project governance standards including documentation, timelines, and status reporting
Proactively identify and manage risks, issues, and dependencies
Escalate challenges appropriately to the Implementation Leader with recommended solutions
Ensure adherence to project management methodologies and best practices