Chief Customer Officer - Optum Serve

UnitedHealth Group•Washington, DC

About The Position

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together. Optum Serve is the federal health services business unit of UnitedHealth Group and Optum. Optum Serve brings together the vast resources and health care expertise of a fortune 3 company to support the health missions of the Departments of Defense, Health and Human Services, Veterans Affairs and other organizations seeking to modernize the U.S. health system and improve the health and well-being of Americans. This includes solving complex healthcare challenges in a market that includes 70 million Veterans, military personnel and their families as well as Medicare beneficiaries. The vision of Optum Serve is to lead the way in advancing the health and readiness of military service members, Veterans and all who keep the world safe and running. Optum Serve has a strong backlog of service and consulting contracts and is evolving to have a more focused lens through which they grow the business. As such, Optum Serve will be investing in the people, processes, products and technologies to understand and predict client needs, proactively develop the capabilities and solutions that meet those needs and deliver them in a culturally appropriate and contractually compliant manner. It is against this backdrop that Optum Serve seeks to identify a new Chief Customer Officer. This executive will report directly to the Optum Serve CEO and will work with the Optum Serve executive leadership team to hone and shape the strategy, solutions and growth engine to further position Optum Serve in the federal market as a solutions-focused business with differentiated capabilities and products of proven value. Furthermore, the successful executive will actively adapt best-in-class federal and commercial products and expand the company’s reach into adjacent markets, including international. The incumbent will be accountable building and sustaining customer relationships that drive revenue growth in alignment with the business strategy, and to capture current and future market opportunities through utilization of existing enterprise capabilities as well as the formulation of new/innovative solutions. This approach will build upon an emerging international business, formulating an AI-first strategy and a plan to diversify market presence through organic and inorganic growth. The incumbent must be a visionary leader who understands and remains current on the changes impacting the federal market and healthcare industry and have a deep understanding of the customer base (existing and targeted). A proven understanding of the competitive landscape as well as the ability to recognize global opportunities across the federal market is essential. He/she will cultivate their network of executives and industry thought leaders to build brand recognition and strength in the market, with the key result being strong business growth. Furthermore, the successful executive will be someone who has a track record of building successful solution-oriented businesses and who is a role model for servant leadership

Requirements

10+ years of progressive leadership experience formulating long term growth and business strategy and developing/growing business in the federal contracting arena and healthcare industry
Deep understanding of the current and desired customer base: e.g. strategic goals, challenges, who they serve, culture, procurement processes, contract vehicles, etc.
Deep understanding of federal contracting rules, Federal Acquisition Regulations and legal/compliance landscape of leading growth activities in the federal sector
Demonstrated experience in developing a vision, direction as well as constructing and implementing a corporate growth plan
Demonstrated visionary thinking and ability to translate vision into business strategies that create or sustain competitive advantage
Proven track record as a leader who can effectively build high performing teams and develop strong relationships within a multi-functional, complex organization, while leading the organization through change/transformation
Proven capability to drive quality results through setting clear goals, managing accountability and performance management for individuals and teams
Experience driving the expansion of solutions and services for international ideal
Deep financial acumen

Responsibilities

Work across key activity areas that drive growth to optimize the business to work harmoniously to achieve optimal top and bottom line financial outcomes. Direct reports include leaders accountable for customer relationships, growth strategy, partner strategy and growth operations
Align the organization structure, talent, capabilities and operations to accelerate attainment of vision and growth targets
Provide leadership and direction in setting performance criteria; ensure targeted training and development plans are in place to facilitate creation and maintenance of strategic relationships with clients and profitable business growth
Collaborate with and influence cross-functional teams across the full business development lifecycle
Develop and cultivate strategic relationships across targeted federal agencies
Identify market-specific and/or regional/international priorities that drive growth and market differentiation
Demonstrate innovation in evaluating, funding and pursuing market opportunities on where to compete, what to offer and how to differentiate from competitive set
Well-versed in competitive landscape and identifies strategic alliances (external and internal) to drive market position
Spearhead the development, communication and implementation of effective, customer-oriented growth strategies and processes
Partner closely with Marketing and other business executives to strategically advance marketing efforts
Apply market sensitive insights that translate opportunities to solutions that drive sustainable, profitable growth