[Hiring] Director Service Delivery - Account Management @UnitedHealth Group

Role Description

The Director, Service Delivery is a strategic client-facing leader responsible for driving the execution of service delivery commitments for assigned Health Plan clients. This role partners closely with Strategic Partnership leadership to align client priorities, ensure operational excellence, and deliver measurable client value.

The Director serves as a primary escalation point, leads client engagement, and ensures contractual obligations, performance guarantees, and service delivery expectations are consistently achieved across complex accounts.

You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Maintain and strengthen multi-level client relationships, including senior stakeholders
• Lead client-facing engagement, governance discussions, and communication cadence
• Partner with Strategic Account Executives and leadership to align client strategy and priorities
• Ensure effective execution of service commitments for assigned clients
• Operationalize client objectives through alignment with Strategic Partnership and delivery teams
• Ensure adherence to contractual obligations, performance guarantees, and reporting requirements
• Serve as primary escalation point for client issues requiring leadership intervention
• Lead issue resolution, root cause identification, and remediation planning
• Drive proactive risk identification and mitigation strategies
• Lead operational readiness activities including implementations, transitions, and annual readiness efforts
• Ensure cross-functional alignment across operations, clinical, product, and technology teams
• Provide leadership, direction, and coaching to Account Managers and client management resources
• Foster a culture of accountability, performance excellence, and client focus
• Support evaluation of legislative changes impacting pharmacy benefits and translate into operational actions
• Participate in cross-functional initiatives and enterprise priorities as assigned

Qualifications

• 3+ years of Client Management PBM experience and/or Health Plan experience with direct oversight of the PBM, with at least 2+ years working with Medicare and/or Health Exchange (HIX) lines of business
• 3+ years of direct client facing roles
• Experience leading direct reports OR experience successfully leading cross-functional matrix project teams
• Proven successful in client escalation resolution
• Demonstrated ability to interpret data and successfully manage from data

Requirements

• Experience with Rx Claims
• Project Management experience
• Experience with continuous improvement processes
• Client Risk Management Planning

Skills & Competencies

• Solid ability to solve complex problems in dynamic, ambiguous environments
• Excellent executive communication and presentation skills
• Proven leadership and ability to develop high-performing teams
• Solid project and program management capabilities
• Deep understanding of PBM, healthcare, and government markets
• Demonstrated ability to manage complex client relationships and resolve escalated issues
• Solid influencing and negotiation skills across internal and external stakeholders

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.