FM Program Manager

UnitedHealth Group•Eden Prairie, MN

2d•$112,700 - $193,200•Remote

About The Position

The Program Manager, Global Facility Management (FM) plays a critical role in enabling the VP and leadership team to deliver measurable improvements in operational efficiency, customer/occupant experience, and service performance across a geographically distributed facility portfolio. This role owns the FM performance management operating rhythm, including improvement priority tracking, KPI governance, vendor performance transparency, and executive-ready reporting, and leads select strategic initiatives that drive better outcomes, standardize best practices, and strengthen accountability across internal teams and outsourced vendor partners.

Requirements

5+ years in program/project management, operations, facilities management, workplace services, or outsourced services environments
Proven experience building and managing KPI scorecards, dashboards, or performance governance programs
Experience working with or managing outsourced service providers and contract/SLA performance

Nice To Haves

Formal training/certification: PMP, Lean/Six Sigma (Green Belt+), Prosci/Change Management, ITIL (helpful for service management)
Experience in corporate real estate, global FM, healthcare/regulated environments, or complex multi-site operations
Familiarity with FM systems and reporting ecosystems: CMMS/IWMS (e.g., Archibus, TRIRIGA, Planon, ServiceNow, Maximo), BI tools (Power BI/Tableau), and ticketing/service platforms
Demonstrated solid financial acumen: cost drivers, rate cards, benchmarking, benefits tracking

Responsibilities

Establish and run the FM improvement priority portfolio (intake, prioritization, scope, timelines, owners, risks, dependencies, benefits)
Build and maintain a single source of truth for strategic initiatives and operational improvement workstreams (roadmaps, milestones, status, decisions)
Drive weekly/monthly operating cadence: leadership check-ins, action logs, decision capture, and follow-through
Prepare executive-ready updates for leadership reviews (clear narrative, key decisions needed, risks, tradeoffs, and impact)
Lead major initiatives focused on cost, productivity, standardization, and cycle-time reduction (e.g., work order efficiency, preventive maintenance effectiveness, dispatch optimization, supplier rationalization, service model changes)
Apply structured improvement methods (e.g., Lean/problem solving, SOP/standard work development, VOC translation into requirements)
Partner with Finance/Procurement to quantify benefits, validate savings, and improve cost transparency (unit cost, rate compliance, consumption drivers)
Drive programs that improve occupant/customer experience: responsiveness, quality of service, communication, and issue resolution
Translate voice-of-customer insights into measurable service commitments, experience standards, and targeted improvements
Support the design and deployment of service recovery and escalation playbooks to reduce repeat issues and strengthen trust
Own and evolve the FM performance scorecard framework, definitions, calculation rules, targets, and data governance
Build and manage dashboards and recurring reporting for: Department performance (internal), Outsourced provider performance (e.g., CBRE/JLL/ISS or other vendor partners), Site/regional comparisons and trend analysis
Lead the vendor performance cadence (monthly performance reviews, QBRs, corrective action plans, SLA adherence, and continuous improvement commitments)
Ensure performance conversations are fact-based and outcome-oriented; drive remediation when KPIs are off-target
Partner with FM systems teams (CMMS/IWMS, service platforms, BI) to improve data quality and reporting reliability
Create insights that connect operations to outcomes (e.g., leading indicators, risk signals, cost drivers)
Produce concise executive narratives that explain “what changed, why, what we’re doing, and what decisions are required”
Collaborate across Real Estate/Workplace, EHS, Security, IT, HR, Finance, Procurement, and business leaders
Support change management plans (communications, training, adoption measurement) to ensure initiatives stick
Build solid relationships with regional/site leaders to align priorities and enable local ownership