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Director, Quality Systems - Telecommute

Company: UnitedHealth Group
Location: Minnetonka
Posted on: May 12, 2022

Job Description:

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm) The Director of Quality Systems role will own and drive successful efforts to ensure that appropriate quality processes, systems and technologies are developed and deployed to capture and translate business requirements and customer needs - -Voice of the Customer (VOC) into product and process design. They will serve as an integral member of the Total Experience and Quality team, acting as the strategic leader to help achieve program objectives and measures of success. The role is accountable for ensuring strategies, implementation plans and outcome measurements are developed and deployed. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. - Primary Responsibilities:

  • Responsible and accountable for designing, developing and deploying end to end quality system that translates VOC into product and process design and monitoring
  • Oversee and manage the strategic and operational aspects of the end-to-end Quality Management System, and VOC systems by serving as liaison between project management and planning, technical teams, integration partners and vendor partners (as needed).
  • Lead quality systems projects from initiation through delivery, ensuring on quality, on time and on budget delivery
  • Create better alignment with business partners and technology teams across business units, business segments, and functional areas
  • Support development of common templates and process flows to inform end-to-end quality management system design
  • Support process improvement projects, focusing on the engineering approaches that support product and process development
  • Assist with appropriate project selection / scoping for development teams. Assess program opportunities and define those into appropriate agile delivery plans
  • Facilitates project management and adherence to deadlines for key deliverables
  • Provide oversight for project delivery status, identify risks, suggest mitigation plans and remove barriers
  • Assess project issues and develop resolutions to meet productivity, quality, and business partner-satisfaction goals and objectives
  • Review status of projects and budgets; manages schedules and prepares status reports
  • Anticipate, plan for, and manage change throughout the life cycle of the program
  • Drive change, influence individuals at all levels of the organization with a bias for action and smart risks
  • Own and drive the multi-channel interaction analytics and VOC capabilities, including business design, administration, collaborative analysis and socialization
  • Lead teams responsible for capturing VOC, from vendor selection to delivery of insights -
  • Share best practices and drive accountability for standard process and methodology adoption associated with VOC driven process design -
  • Identify business challenges and opportunities for improvement using interaction analytics data, as well as member, provider and consumer feedback and pain points
  • Recommend experience improvements through mining of customer's interaction and VOC data to identify gaps in processes or defects to improve overall effectiveness -
  • Decipher critical information, documents, investigates and thoroughly answers critical questions, ensures timely follow up of all action items
  • Lead and motivate team and influence across a matrixed organization
  • Train & facilitation of APQP methodology & tools 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:
    • Bachelor's Degree or Advanced degree with a minimum of 8 years of relevant experience
    • 10+ years of relevant quality engineering / leadership experience with increasing responsibility capturing and translating VOC into process design
    • 7+ years of managerial experience, including team size of 15+
    • 5+ years of experience leading and delivering large, complex managed services delivery agreement, including oversight of strategy / technical roadmap, financials / budget, contract deliverables, relationships, and vendor management -
    • Experience creating and implementing standard tools and end to end workflows associated with APQP, DFSS or other customer focused quality capabilities
    • Experience with VOC design, interaction analytics and translation into products and processes to achieve improved experiences, customer satisfaction, and loyalty (NPS)
    • Successful utilization of APQP, DFSS or other customer focused quality capabilities to deliver targeted outcomes and experiences
    • Advanced Microsoft Office capabilities in Excel and PowerPoint Preferred Qualifications:
      • PMP Certification -
      • Agile Product Owner certification from a recognized leader -
      • 5+ years of experience in providing creative solutions within the Voice and Survey Analytics space; consumer focused analytics and assessments
      • 3+ years of experience in healthcare industry
      • 3+ years of experience as a project lead or business architect on Pegasystems or other rule-based routing BPM systems
      • Experience with complex managed vendor, purchasing and outsourced services delivery engagement
      • Knowledge of cloud-based system design structures, including strong understanding of unique complexities of these environments, to support technical team requirements and assessments
      • Self-starter with the demonstrated ability to transform businesses through business, product, and capability development (From initial vision all the way through execution and the establishment of successful and sustainable new processes, products, or systems)
      • A solid action orientation and proven ability to lead teams in a large, complex environment to develop and achieve strategic plans
      • Solid people management and influencing skills with proven ability and enthusiasm to lead, motivate, inspire, develop, and encourage people, from C-level suite to individual contributors in multiple functional areas
      • Solid aptitude for verbal and written communication, presentation, and relationship development To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 5 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.(sm) Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $113,500 to $218,100. The salary range for Connecticut / Nevada residents is $113,500 to $218,100. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives. *All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
        Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected bylower 48 law. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: UnitedHealth Group, Minnetonka , Director, Quality Systems - Telecommute, Executive , Minnetonka, Minnesota

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