Vice President, Servicing Excellence – Optum Financial

UnitedHealth Group•Eden Prairie, MN

8d•$200,400 - $343,500•Remote

About The Position

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together. Optum Financial is seeking a Vice President, Servicing Excellence to lead large-scale servicing and implementation operations across our Employer, Directed Spend, and Commercial Payment businesses. This is a high-impact leadership role for an experienced operations executive who can deliver today’s performance while helping shape the future servicing model for new products, growth services, and evolving client needs. In this role, you will be accountable for end-to-end servicing operations across HSA/notional claims and account administration, COBRA, health benefit and reward card servicing, eligibility and rules management, transactions and settlements, card servicing, standard and customized client implementations, annual 1/1 readiness, commercial payment execution, and payment automation. The ideal candidate is a solid execution leader with experience transforming complex servicing models, leading global teams, implementing scalable service catalogs, and expanding automation and self-service capabilities to improve client, consumer, provider, and internal team experiences. You will partner closely with Operations, Product, Technology, Call Center, Client Management, and Growth teams to build a reliable, scalable, and modern servicing organization that delivers: Seamless client onboarding and implementation Best-in-class servicing experiences across the constituents we serve Implement and modernize service catalogs across cases, implementations, client configurations, and benefits to enable consistent intake, routing, ownership, and resolution Reliable, high-performing payment and claims operations according to health plan rules Drive operational scale, resiliency, and performance across a complex, high-volume environment across consumer and provider servicing Proven success globalizing operations and cross-training teams to drive consistent, high-quality service delivery across geographies Demonstrated ability to leverage business process automation and AI to transform servicing workflows, improve efficiency, and enhance customer experience Accelerate self-service automation across case management and implementation workflows to reduce manual handoffs, improve transparency, and increase speed to resolution 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

12+ years of progressive leadership experience in operations, servicing, client implementation, or related functions
Proven success leading large-scale, transaction-driven operations with direct accountability for quality, service levels, cost, risk, and customer experience
Experience managing global operations and distributed teams
Demonstrated ability to lead through complexity, build operational discipline, and drive measurable performance improvement
Experience implementing or scaling automation, AI tools, or digital servicing capabilities
Experience implementing service catalogs, self-service portals, case automation, or implementation workflow automation at scale
Ability to travel up to 25%25

Nice To Haves

MBA, Master’s or other advanced degree
Experience in financial services, healthcare, or payment operations
Background in contact center or high-volume servicing environments
Track record of improving service quality, reducing defects, and managing operational risk

Responsibilities

Deliver Best-in-Class Servicing & Customer Experience
Lead a servicing excellence model across customer, provider, and client touchpoints in partnership with Call Center, Client Management, Provider Account Management, and Operations teams
Drive performance across key metrics
Identify and remove service friction by improving processes, digital experiences, knowledge access, and call drivers
Design and scale a service catalog that standardizes case types, implementation activities, intake channels, service levels, ownership, and escalation paths
Expand self-service automation for clients, consumers, providers, and internal teams to reduce preventable cases and improve visibility into servicing and implementation status
Implement closed-loop root cause resolution, reducing repeat issues and improving overall experience
Lead end-to-end servicing and implementation operations across multiple business lines
Own operational performance, including FCR, CSAT/NPS, resolution times, SLAs, and quality metrics
Oversee client onboarding, go-live readiness, and implementation execution
Drive rapid issue resolution, escalation management, and continuous process improvement
Manage a global operations organization, optimizing workforce, quality, and service delivery
Lead adoption of AI, automation, and self-service capabilities to improve efficiency and client experience
Ensure solid governance, compliance, reporting, and risk management practices
Deliver a consistent, high-quality client experience while partnering cross-functionally to drive operational excellence
Leads a multi-functional global operations organization