FM Program Manager

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 Program Manager, Global Facility Management (FM) plays a critical role in enabling the VP and leadership team to deliver measurable improvements in operational efficiency, customer/occupant experience, and service performance across a geographically distributed facility portfolio. This role owns the FM performance management operating rhythm, including improvement priority tracking, KPI governance, vendor performance transparency, and executive-ready reporting, and leads select strategic initiatives that drive better outcomes, standardize best practices, and strengthen accountability across internal teams and outsourced vendor partners.

Program Management & Priority Tracking (VP Enablement) Establish and run the FM improvement priority portfolio (intake, prioritization, scope, timelines, owners, risks, dependencies, benefits) Build and maintain a single source of truth for strategic initiatives and operational improvement workstreams (roadmaps, milestones, status, decisions) Drive weekly/monthly operating cadence: leadership check-ins, action logs, decision capture, and follow-through Prepare executive-ready updates for leadership reviews (clear narrative, key decisions needed, risks, tradeoffs, and impact) Operational Efficiency & Continuous Improvement Initiatives Lead major initiatives focused on cost, productivity, standardization, and cycle-time reduction (e.g., work order efficiency, preventive maintenance effectiveness, dispatch optimization, supplier rationalization, service model changes) Apply structured improvement methods (e.g., Lean/problem solving, SOP/standard work development, VOC translation into requirements) Partner with Finance/Procurement to quantify benefits, validate savings, and improve cost transparency (unit cost, rate compliance, consumption drivers) Customer Experience (CX) & Service Quality Improvements Drive programs that improve occupant/customer experience: responsiveness, quality of service, communication, and issue resolution Translate voice-of-customer insights into measurable service commitments, experience standards, and targeted improvements Support the design and deployment of service recovery and escalation playbooks to reduce repeat issues and strengthen trust Performance Management, KPI Governance & Vendor Oversight Own and evolve the FM performance scorecard framework, definitions, calculation rules, targets, and data governance Build and manage dashboards and recurring reporting for: Department performance (internal) Outsourced provider performance (e.g., CBRE/JLL/ISS or other vendor partners) Site/regional comparisons and trend analysis Lead the vendor performance cadence (monthly performance reviews, QBRs, corrective action plans, SLA adherence, and continuous improvement commitments) Ensure performance conversations are fact-based and outcome-oriented; drive remediation when KPIs are off-target Data, Insights & Executive Communication Partner with FM systems teams (CMMS/IWMS, service platforms, BI) to improve data quality and reporting reliability Create insights that connect operations to outcomes (e.g., leading indicators, risk signals, cost drivers) Produce concise executive narratives that explain 'what changed, why, what we're doing, and what decisions are required' Stakeholder & Change Management Collaborate across Real Estate/Workplace, EHS, Security, IT, HR, Finance, Procurement, and business leaders Support change management plans (communications,