Senior Director, Service Delivery - Account Management - Remote

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.

The Senior Director, Service Delivery is a strategic and operational leader responsible for ensuring the effective delivery and execution of service commitments for assigned Health Plan clients. This role partners closely with Strategic Partnership leadership to align client priorities, drive operational excellence, and deliver measurable value. The Senior Director serves as a key escalation point, leads client-facing engagement, and ensures contractual obligations, performance guarantees, and service delivery expectations are consistently met.

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

Primary Responsibilities:

* Support the SVP and/or Vice President in achieving segment goals and delivering best-in-class client service for assigned Health Plan clients

* Operationalize client business objectives by aligning with Strategic Partnership teams and executing service delivery commitments

* Provide leadership and mentorship to client management team members, fostering development and high-performance outcomes

* Serve as the primary escalation point for client issues requiring leadership engagement and ensure timely resolution

* Maintain and strengthen multi-level client relationships, including executive stakeholders, to drive trust and long-term partnership value

* Lead ongoing client communications and participate in regular client governance and case management discussions

* Ensure full understanding and adherence to contract terms, including oversight of performance guarantees, reporting, and service improvement initiatives

* Drive operational readiness activities (including 1.1 Readiness) to ensure successful implementation and service transitions

* Provide leadership oversight for issue remediation and root cause resolution, ensuring proactive risk mitigation

* Support analysis of federal and state legislative changes impacting pharmacy benefits and translate implications into operational actions

* Support corporate initiatives, cross-functional work groups, and enterprise priorities as assigned

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 development for other roles you may be interested in.

Required Qualifications:

* Years of post-high school education can be substituted/is equivalent to years of experience

* 5+ years of experience in strategic client relationship management within a PBM, or Health Plan with direct oversight of a PBM, working with senior level c - suite executives and demonstrating progressively increasing responsibility

* 2+ years of experience leading a team to deliver results

* P&L management experience

* Experience messaging, positioning, and presenting information for maximum customer impact and influence (e.g. leading and coordinating Executive Review Committees, bi-annual summits, executive dashboards, Large Case Reviews, etc.)

* Experience in influencing internally and externally with soft power, driving cross - functional collaboration, and negotiating win - win solutions

* Experience ascertaining client needs through active listening skills, and consultatively working with clients to achieve business objectives

* Experience navigating and driving results across operations, network, and clinical domains in a highly complex, matrix environment

* Experience initiating project plans and successfully manage projects to full execution

* Experience leading the RFP (Request for Proposals) process, finalist…