FM Program Manager

Program Manager, Global Facility Management (FM)

United Health Group is a health care and well-being company that's dedicated to improving the health outcomes of millions around the world. We are comprised of two distinct and complementary businesses, United Healthcare and Optum, working to build a better health system for all. Here, your contributions matter as they will help transform health care for years to come. Make an impact with a team that shares your passion for helping others.

Join us to start Caring. Connecting. Growing together.

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.

Primary Responsibilities:

• Program Management & Priority Tracking (VP Enablement)
  • 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 work streams (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)
• Operational Efficiency & Continuous Improvement Initiatives
  • 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)
• Customer Experience (CX) & Service Quality Improvements
  • 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
• Performance Management, KPI Governance & Vendor Oversight
  • 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
• Data, Insights & Executive Communication
  • 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'
• Stakeholder & Change Management
  • 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…