Associate Director, Client Impact Initiatives

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.

As Associate Director, Client Impact Initiatives, this role owns end-to-end strategic initiatives and drives strategy, standardization, governance, communications, field resources and continuous improvement to enable operational excellence across the impacted client management and client functions. The position partners cross-functionally to identify opportunities, solve complex operational issues, and deliver scalable solutions that improve client management and client experience, compliance, cycle time, and cost-to-serve.

In addition to core strategy input, design, and ownership, the role provides field enablement and communications support to ensure changes are adopted effectively and sustained.

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.

• Lead cross-functional problem solving for complex technical, operational, and organizational issues outside the immediate team; drive root-cause analysis and sustainable corrective actions
• Own the end-to-end business strategy, process(es) for the business process change/corporate change impacted function, including process design, documentation, communications/resources (talking points, detailed executive level FAQs, playbooks, and client email templates) governance, controls, and performance management
• Develop and execute communication strategies that support process changes, operational updates, and key initiatives across stakeholders
• Create clear, concise messaging for multiple audiences (executive leadership, managers, frontline field teams, cross-functional partners) and tailor content by channel and cadence
• Manage communication channels and artifacts (communications plans, Enable Rx communications, teams updates, FAQs, leadership updates/briefs) to drive awareness and adoption
• Translate complex operational and technical topics into actionable guidance, ensuring timelines, impacts, and required actions are explicit
• Coordinate stakeholder reviews and approvals to ensure communications are accurate, compliant, and aligned with enterprise standards
• Measure effectiveness (open rates, attendance, sentiment, adoption indicators) and iteratively improve content and delivery methods
• Design and deliver enablement plans that support process and tool changes, including role-based learning paths, job aids, and adoption measurement
• Develop and execute functional/market/site-level process strategy and formal workplans aligned to business priorities
• Establish operating rhythm and governance (intake, prioritization, sensitive client/consultant approach, communications/resources and decision forums, change control) to ensure clear accountability and repeatable execution
• Partner with field leaders to identify capability gaps and prioritize enablement interventions that improve execution and outcomes
• Create scalable training content (facilitator guides, slide decks, LMS modules, quick-reference tools) and coordinate delivery through live sessions and on-demand channels
• Influence and align stakeholders across functions (commercial, operations, finance, IT, compliance) and across regions/markets to enable adoption of standardized ways of working
• Define and monitor KPIs/OKRs (quality, compliance, cycle time, productivity, cost) and use insights to drive continuous improvement
• Translate business needs into requirements for systems, data, reporting, and workflow; partner with IT/analytics/operations to deliver enhancements and automation
• Assess risks and ensure processes meet policy, audit, and regulatory expectations; maintain controls and documentation to support readiness
• Provide leadership to team members and/or senior-level professionals as applicable; coach teams on process excellence, change management, and problem solving
• Establish feedback loops with field users (office hours, surveys, listening sessions) and convert insights into enhancements, defect fixes, and updated guidance
• Maintain a central repository for enablement assets and ensure version control so the field has access to current, approved materials

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide…