Associate Director for Operations

Requisition Number: 2373442
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 Associate Director, Network Services OGA serves as the Philippines site leader for the Optum Medical Network Dental and Pharmacy On-Boarding organization. This role is responsible for the day-to-day leadership, engagement, development, and operational oversight of all Philippines-based team members supporting network onboarding functions. The Associate Director will drive a high-performance culture through employee coaching, development, workforce management, metric accountability, and employee engagement initiatives. This leader will partner closely with U.S.-based leadership to ensure alignment with organizational priorities, operational goals, service level commitments, and future workforce strategies. The ideal candidate is a people-first leader who can balance employee engagement, operational excellence, and continuous improvement while fostering a positive and inclusive work environment.
The Associate Director, Network Services OGA provides local leadership and operational oversight for Optum Medical Network resources located in the Philippines. This role ensures organizational effectiveness by driving employee engagement, workforce stability, performance accountability, and talent development while supporting the successful delivery of onboarding services for Dental and Pharmacy customers. This leader acts as a critical bridge between local team members and global leadership, ensuring operational goals are achieved while maintaining a strong culture of collaboration, accountability, and continuous improvement.
Primary Responsibilities:

• Provide day-to-day leadership and management of all Philippines-based team members supporting Dental and Pharmacy On-Boarding operations
• Lead workforce planning activities including attendance management, time tracking, PTO administration, and staffing coordination
• Develop and maintain performance reporting, operational dashboards, and business metrics to drive accountability and informed decision-making
• Monitor team performance against established productivity, quality, service level, and operational goals
• Conduct regular coaching sessions, performance discussions, career development planning, and succession planning activities
• Foster a culture of employee engagement through team-building initiatives, recognition programs, site events, and employee feedback opportunities
• Partner with leadership to identify and implement process improvements that enhance operational efficiency and employee experience
• Ensure adherence to organizational policies, procedures, compliance requirements, and employee conduct expectations
• Act as the primary Philippines site leader and representative for local workforce initiatives, communications, and organizational programs
• Support strategic projects and business initiatives that improve service delivery, scalability, and organizational effectiveness
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 3+ years of leadership experience leading operational, customer service, support, or healthcare-related teams
• Experience with workforce management, performance management, employee coaching, and talent development
• Experience leading employees in a hybrid or remote work environment
• Proven ability to manage and develop high-performing teams in a dynamic environment
• Proven solid verbal and written communication skills with the ability to influence across multiple levels of the organization
• Demonstrated ability to analyze operational data and utilize metrics to drive performance improvements

Preferred Qualifications:

• Project management experience with the ability to lead cross-functional initiatives from planning to execution
• Experience managing teams against productivity, quality, service level, and operational performance metrics
• Experience using Salesforce or similar CRM/workflow management platforms
• Experience supporting healthcare, provider onboarding, network services, EDI, enrollment, or related operational functions
• Experience working within a global or offshore delivery model
• Demonstrated track record of driving strong employee engagement and positive culture initiatives

AI & Innovation Expectations

• Demonstrate a willingness to embrace and leverage AI-enabled tools and automation capabilities to improve team performance and operational efficiency
• Identify opportunities for automation, workflow optimization, and process simplification across day-to-day operations
• Partner with leadership and technology teams to support the adoption of enterprise-approved AI solutions
• Promote a culture of innovation and continuous improvement by encouraging employees to identify and implement technology-driven efficiencies
• Utilize data, analytics, and emerging technologies to improve decision-making and operational outcomes

Success Measures
Success in this role will be measured through:

• Employee engagement and retention outcomes
• Achievement of productivity, quality, and service level targets
• Effective workforce management and staffing stability
• Employee development and internal talent progression
• Successful implementation of process improvement and automation initiatives
• Solid partnership and alignment with U.S. leadership and business stakeholders

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
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