The Role
Lead enterprise TOPS implementation across client portfolios: establish governance, measure performance, coach leaders, translate analytics into improvement plans, develop training and playbooks, and drive sustained adoption of Lean/A3 problem-solving to improve operational KPIs.
Summary Generated by Built In
Requisition Number: 2374511
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.
Position in this function provides strategic leadership and advanced subject matter expertise for TOPS methodology, process improvement, operational efficiency, communication, and training facilitation across multiple Optum Insight partnership operations. The role leads end-to-end TOPS program deployment for assigned client portfolios, influences senior stakeholders, establishes governance and measurement routines, coaches leaders through sustainable adoption, and translates performance data into enterprise-level operational improvement actions. This Grade 28 role is expected to operate with broader scope, greater autonomy, solider executive influence, and accountability for scalable program outcomes beyond individual implementation support.
Primary Responsibilities:
Detailed Responsibilities
Required Qualifications:
Preferred Qualifications:
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.
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.
Position in this function provides strategic leadership and advanced subject matter expertise for TOPS methodology, process improvement, operational efficiency, communication, and training facilitation across multiple Optum Insight partnership operations. The role leads end-to-end TOPS program deployment for assigned client portfolios, influences senior stakeholders, establishes governance and measurement routines, coaches leaders through sustainable adoption, and translates performance data into enterprise-level operational improvement actions. This Grade 28 role is expected to operate with broader scope, greater autonomy, solider executive influence, and accountability for scalable program outcomes beyond individual implementation support.
Primary Responsibilities:
- Lead enterprise-level TOPS implementation strategy and execution plans across assigned client portfolios, ensuring alignment to business objectives, SLA commitments, and operational priorities
- Partner with Directors, Senior Directors, and executive stakeholders to secure sponsorship, resolve barriers, and drive sustained adoption of TOPS practices
- Own governance routines, implementation milestones, risk tracking, and performance measurement for multi-team or multi-site deployments
- Serve as an advanced subject matter expert in TOPS methodology, Lean, A3 thinking, process management, change management, and performance systems
- Coach and mentor managers, senior managers, and program participants through implementation, sustainment, problem solving, and continuous improvement routines
- Analyze operational performance, trends, root causes, and business impacts to recommend scalable solutions and prioritize improvement opportunities
- Lead development and enhancement of training materials, templates, playbooks, dashboards, and program documentation for consistent enterprise adoption
- Facilitate leadership-level training and workshops, adapting content and communication style for frontline leaders through senior leadership audiences
- Influence cross-functional teams without direct authority and coordinate with operations, quality, training, analytics, and transformation partners
- Quantify expected benefits, cost impacts, resource needs, and operational outcomes connected to recommended process improvements
- Act as a mentor and escalation resource for less experienced analysts, TOPS leaders, and project team members
- Lead multiple complex projects concurrently while maintaining high quality, stakeholder communication, and timely execution
- 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
Detailed Responsibilities
- Demonstrate advanced understanding of process management, total quality management, Lean, Six Sigma concepts, and A3 problem-solving methodology
- Connect upstream and downstream operational impacts to client outcomes, partner experience, productivity, quality, cash, denials, aging, and service performance where applicable
- Convert analytics and performance insights into clear problem statements, hypotheses, countermeasures, implementation plans, and control mechanisms
- Build executive-ready storylines, status updates, and recommendations that enable timely decision-making
- Drive standardization across teams while allowing appropriate local process variation based on client or operational needs
- Identify risks to adoption and sustainability and implement mitigation plans with accountable owners and timelines
- Continuously improve TOPS program assets, governance routines, training quality, and measurement practices
Required Qualifications:
- Bachelor's degree in Business, Healthcare, Communications, Operations, or related field
- 4+ years of experience with performance management systems, operational excellence, business analysis, process improvement, project/program management, or change management
- Demonstrated experience influencing leaders and driving change without direct authority across multiple teams or locations
- Advanced working knowledge of Lean methodology, A3 thinking, root cause analysis, and structured problem solving
- Advanced understanding of performance management metrics and operational KPI routines
- Advanced proficiency in MS Excel, PowerPoint, Word, Outlook, SharePoint, Microsoft Teams, and reporting or operations systems
- Demonstrated ability to translate complex performance data into actionable insights, concise executive communication, and measurable improvement plans
- Demonstrated solid facilitation, training delivery, coaching, stakeholder management, and presentation skills for leadership audiences
- Demonstrated excellent time management, organization, prioritization, and ability to lead multiple complex priorities simultaneously
- Ability to travel up to 25% as business needs require
Preferred Qualifications:
- Formal Lean, Six Sigma, A3, change management, or project/program management certification or training
- Advanced Revenue Cycle Management or healthcare operations experience
- Experience leading enterprise or multi-client operational excellence programs
- Experience in analytics, statistical analysis, dashboards, or reporting tools used to measure operational performance
- Experience mentoring analysts, trainers, or operational leaders in performance system adoption
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.
Skills Required
- Bachelor's degree in Business, Healthcare, Communications, Operations, or related field
- 4+ years of experience with performance management systems, operational excellence, business analysis, process improvement, project/program management, or change management
- Experience influencing leaders and driving change without direct authority across multiple teams or locations
- Advanced working knowledge of Lean methodology, A3 thinking, root cause analysis, and structured problem solving
- Advanced understanding of performance management metrics and operational KPI routines
- Advanced proficiency in MS Excel, PowerPoint, Word, Outlook, SharePoint, Microsoft Teams, and reporting or operations systems
- Ability to translate complex performance data into actionable insights, concise executive communication, and measurable improvement plans
- Facilitation, training delivery, coaching, stakeholder management, and presentation skills for leadership audiences
- Excellent time management, organization, prioritization, and ability to lead multiple complex priorities simultaneously
- Ability to travel up to 25% as business needs require
- Formal Lean, Six Sigma, A3, change management, or project/program management certification or training
- Advanced Revenue Cycle Management or healthcare operations experience
- Experience leading enterprise or multi-client operational excellence programs
- Experience in analytics, statistical analysis, dashboards, or reporting tools used to measure operational performance
- Experience mentoring analysts, trainers, or operational leaders in performance system adoption
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The Company
What We Do
Optum, part of the UnitedHealth Group family of businesses, 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. At Optum, we support your well-being with an understanding team, extensive benefits and rewarding opportunities. By joining us, you’ll have the resources to drive system transformation while we help you take care of your future. We recognize the power of connection to drive change, improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.
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Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business and the responsibilities of each role. These models, core on‑site (5 days/week), hybrid (4 days/week) and telecommute or fully remote, vary by country, role and location.
Typical time on-site:
Not Specified
