Director, Client Delivery

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 in making healthcare work better for everyone through people-led, responsible AI while Caring. Connecting. Growing together.

The Director, Client Delivery & Experience is the people leader primarily accountable for AI strategy, large-scale AI initiative delivery, and the tools, technology, and infrastructure capabilities that enable the client experience. This leader owns the business roadmap from use-case prioritization and business case development through Agile delivery, deployment, adoption, and measurable value realization, partnering with Technology, Product, data, and compliance teams to deliver scalable, responsible AI solutions.

The Director leads the strategy, performance, and ongoing evolution of the Client Management Enablement team, building AI and technology capabilities while maintaining operational readiness and service continuity. The team serves as a critical bridge across Account Management, Operations, Implementation, Product, and client stakeholders to drive readiness, issue resolution, and strategic initiatives. The Director retains oversight of annual readiness, go-live support, operational transitions, benefit and file updates, process maintenance, client-facing systems and tools, and cross-functional execution.

The role establishes governance, priorities, resource plans, performance standards, and escalation pathways to deliver against client commitments and enterprise requirements. As a strategic advisor to senior leadership, the Director translates vision into actionable plans, anticipates upstream and downstream impacts, and advances client satisfaction, operational excellence, cost avoidance, and continuous improvement through AI-enabled capabilities.

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.

• Own the AI strategy and prioritized portfolio for client management enablement; define use cases, business cases, investment recommendations, roadmaps, and measurable outcomes aligned to enterprise priorities.
• Drive large-scale, cross-functional AI initiatives from discovery and proof of concept through production deployment, adoption, and ongoing optimization; resources, dependencies, and business accountability.

• Lead, coach, and develop the Enablement team with AI delivery as its primary priority; set clear expectations, provide ongoing feedback, support career development, and strengthen succession and retention.
• Create an inclusive, engaged, and high-performing team culture grounded in accountability, innovation, collaboration, continuous learning, and strong client advocacy.
• Align team structure, capacity, assignments, and skill development to client needs, enterprise priorities, seasonal readiness demands and changing business requirements.
• Build team proficiency in approved AI tools, technology platforms, Agile methodology, and responsible AI practices alongside PBM tools, client-facing systems, readiness practices, project management, reporting, issue management, and applicable client requirements.
• Provide leadership oversight for employee performance, workload balancing, quality, risk management, and timely escalation of barriers.

• Define and evolve the Enablement operating model, service standards, governance, roles, processes, and measures to support consistent execution and a best-in-class client experience.
• Translate executive vision into prioritized AI and technology roadmaps; apply Agile methodology through backlog prioritization, user stories, acceptance criteria, sprint planning, reviews, and iterative releases with delivery partners.
• Establish governance for large-scale AI and cross-functional…