Caring. Connecting. Growing Together. At Optum State Government Solutions, we are driven by a single, powerful purpose: to help people live healthier lives and make the health system work better for everyone. We believe that a more efficient, responsive, and data-driven customer service infrastructure is the backbone of a healthier society. In this role, you won't just manage a project; you will ensure that the people we serve receive the vital health information and support they need through a seamless, modernized system.

Find out more about this role by reading the information below, then apply to be considered. The Director of Medicaid Customer Experience (CX) Operations (internally recognized as the Contact Center Project Director) is the primary architect of our service delivery for our State client. You will provide the strategic vision and operational leadership for the Medicaid Member Contact Center, ensuring that our people, processes, and technology - specifically CRM systems - align to meet the complex needs of Medicaid populations. You serve as the face of Optum to the State, building a bridge between government requirements and innovative health solutions. NOTE: Qualified candidates must live in the state of Arkansas to be considered. If you live in the state of Arkansas, you will have the flexibility to work remotely* as you take on some tough challenges. Primary Responsibilities: Mission-Driven Leadership & Strategy Strategic Oversight: Direct the general management of the Medicaid Member Contact Center responsibilities, leading a high-performing team including the Contact Center Manager, Technical Lead, and Business Operations Lead Resource Advocacy: Strategically allocate, schedule, and provision resources to balance the needs of our State client with operational excellence Culture of Excellence: Foster a support team environment focused on empathy, accuracy, and efficiency to make the health system work better for every member

State Partnership & Communication Principal Interface: Act as the primary point of contact and "trusted advisor" for our State client, ensuring all formal Medicaid Member Contact Center communications and correspondence are professional, transparent, and solution-oriented Compliance & Integrity: Ensure rigorous adherence to all policies, procedures, and Scope of Work (SOW) requirements, maintaining updated business practices that reflect the evolving needs of the State's health programs

Operational Execution Full Lifecycle Management: Oversee large-scale CRM development projects from initial initiation through post-implementation, ensuring technical stability and user-centric design Process Improvement: Identify emerging business needs and implement proactive adjustments to business practices to improve service delivery and member outcomes

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: Certified Project Manager (PMP or comparable PM Certification) 9+ years of experience in Health Care, Business IT, or a related field (combination of education and experience accepted) 5+ years in a key management role for large-scale customer service and/or CRM development projects (full SDLC) Medicaid experience with deep understanding of the intersection between health policy and technology Demonstrated experience with CRM systems and standard Project Management methodologies and tools Proven exceptional writing, small group facilitation, and formal presentation skills for executive State audiences Reside in the state of Arkansas to perform the duties of this role Willing/able to travel approximately 10% of the time as business needs dictate *All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary for this role will range from $134,600 to $230,800 annually based on full-time employment. xhqgsiq We comply with all minimum wage laws as applicable.