Director of Customer Success

UnitedHealth Group is a health care and well-being company that's dedicated to improving the health outcomes of millions around the world. We are comprised of two distinct and complementary businesses, UnitedHealthcare and Optum, working to build a better health system for all. Here, your contributions matter as they will help transform health care for years to come. Make an impact with a team that shares your passion for helping others. Join us to start Caring. Connecting. Growing together. The Director, Procurement Effectiveness - Optum Health will serve as a strategic customer success and governance leader for Enterprise Procurement supporting major Optum Health business partners, clinical stakeholders, and complex care delivery organizations. The role is responsible for (i) improving customer experience, (ii) strengthening stakeholder relationships, (iii) increasing visibility into Procurement work intake, and (iv) ensuring sourcing and supplier-related requests are progressing effectively across complex operating environments. This position will act as a primary relationship and escalation partner for large or complex customer groups, helping translate business needs into actionable Procurement engagement, governance, reporting, and process-improvement priorities. Strategic Purpose of the Role This role exists to create a more consistent, proactive, and customer-centered Procurement experience across Optum Health by: Serving as a single strategic point of coordination for complex Procurement customer activity Improving visibility into procurement requests, supplier verification requests, governance workstreams, and customer escalations Strengthening relationships with clinical, operational, integration, and regional business leaders Identifying process gaps, cycle-time issues, handoff breakdowns, and customer pain points Driving continuous improvement in Procurement service delivery and customer satisfaction Primary Responsibilities: Customer Success and Relationship Management Serve as a Procurement customer success lead for large, complex, or high-priority Optum Health customer groups, including major CDOs and regional business partners and Acquired Entities Build and maintain trusted relationships with clinical governance/operations, care delivery operations, integration teams, category management, enterprise procurement, and executive stakeholders Act as the primary Procurement relationship partner for assigned customer segments, ensuring business needs are understood, translated, prioritized, and connected to the appropriate Procurement resources Facilitate proactive customer engagement to identify emerging service issues, recurring pain points, and opportunities to improve the Procurement experience Support leadership escalations by clarifying root cause, business impact, ownership, next steps, and resolution path  Governance and Operating Rhythm Leadership Lead or support Procurement governance routines across Optum Health, including executive-level updates, workstream reviews, regional report-outs and engagement, and customer-specific operating reviews Prepare clear, business-oriented reporting that summarizes request status, bottlenecks, risks, aging items, escalation themes, and recommended interventions Partner with Procurement leadership to ensure governance discussions are focused on business outcomes, service performance, customer experience, and decision-making needs Create transparency across multiple workstreams by connecting customer feedback, operational metrics, category activity, and sourcing progress Ensure major customer forums result in clear ownership, documented actions, and visible follow-through Procurement Service Experience and Process Effectiveness Own the assessment of Procurement service effectiveness for assigned Optum Health customer groups Analyze process performance by customer/CDO, category team, category manager, workstream, and request type Identify recurring breakdowns in