Associate Director - Medicare Quality - Book of Business Experience Product Leader - Remote

Job ID: 99445368960Posted: 2026-08-20Location: Minnetonka, Minnesota, United StatesSalary: $112,700 - $193,200/yearJob Area: ProductCompany: UnitedHealth GroupAt UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing togetherThe Associate Director, Medicare Quality & Book of Business Experience Product Leader will own a portfolio of experiences that helps licensed Medicare sales agents understand which prospects or members need support, why an action matters, and how to complete compliant outreach efficiently. The role brings together quality priorities, Book of Business intelligence, agent workflows, communication tools, administrative service programs, payments, analytics, and member outcomes.This leader will define the future-state experience across internal UHC telesales, UHC field-agent experiences in Jarvis, and external agency partner connections. The role will partner with Quality and STARS leadership, Sales, Agent Experience, Marketing, Communications, Technology, Analytics, Payment Operations, Legal, Compliance, Privacy, and other enterprise teams to turn quality priorities into simple, measurable product experiences.This is a product leadership role with direct accountability for engagement, task completion, adoption, operational readiness, and compliance outcomes. It requires a leader who can translate complex clinical and operational needs into clear agent experiences while reinforcing that quality support is part of helping people live healthier lives, not simply an extension of selling a plan.Role ScopeProspect and member Book of Business experiences across internal UHC telesales, Jarvis, and external agency partner technical or data connectionsPrioritized views of quality-related tasks, operational needs, clinical gaps, member outreach opportunities, status, and next actionsOutreach enablement spanning approved email, text, call-flow guidance, push notifications, and future communication channelsAgent education, training, talk tracks, program value, administrative service opportunities, and payment transparencyReporting and analytics in partnership with UHC Quality and STARS leadershipFuture quality engagement scenarios that expand the range of appropriate tasks agents can help members completeThis role is based in the Minnetonka MN office.Primary Responsibilities:Product Strategy & Experience LeadershipDefine the product vision, strategy, roadmap, and outcome framework for Medicare Quality and Book of Business experiencesCreate a unified experience model across telesales, Jarvis, and external agency partners while accounting for channel-specific users, permissions, workflows, and technical constraintsTranslate Quality and STARS priorities into clear agent-facing opportunities, task experiences, communications, education, and completion pathwaysPrioritize near-term capabilities and establish a phased path toward broader clinical and operational gap-closure experiencesOwn product decisions, tradeoffs, roadmap transparency, executive communication, and investment recommendationsBook of Business Intelligence & ActionabilityEnsure agents can easily identify which prospects or members need action, the reason for the action, its urgency, and the recommended next stepDefine segmentation, prioritization, status, completion, suppression, and follow-up requirements with Quality, Analytics, Operations, and Technology partnersCreate simple pathways from insight to action, reducing manual research and disconnected workflowsEnable visibility into completed, pending, unsuccessful, ineligible, or exception-based activities as appropriateAdvance data and integration requirements that support consistent experiences across internal and external channelsOutreach, Education & Agent EnablementLead product capabilities that make compliant outreach easier through approved email, SMS or text, call guidance, push notifications, and future channelsPartner with Agent Experience Marketing and Communications to drive awareness, adoption, education, and sustained engagementCreate an education strategy that explains the member value, quality rationale, expected action, and appropriate talk tracksReinforce the role of licensed agents as trusted advocates who support plan fit, health value, and healthier outcomes beyond enrollmentUse research and frontline feedback to ensure workflows and messages are understandable, credible, and usefulAdministrative Services & Payment ExperiencePartner with compensation and payment teams to define clear agent experiences for eligible administrative services, required activities, completion validation, payment status, and issue resolutionEnsure payment-related product requirements support accuracy, timeliness, transparency, auditability, and operational controlsHelp agents understand available program opportunities without allowing financial incentives to overshadow member needs, appropriate outreach, or quality objectivesPartner with Finance, Legal, Compliance, and business leaders on scenarios that may affect payment design, program economics, or regulatory thresholdsAnalytics, Outcomes & OptimizationDefine a measurement framework that connects product use and outreach activity to engagement, task completion, quality performance, operational outcomes, and compliancePartner with Quality and STARS Analytics to identify trends, prioritize opportunities, monitor performance, and evaluate program effectivenessEstablish dashboards and operating reviews that provide transparent views of adoption, funnel performance, completion, exceptions, payment status, and channel outcomesUse quantitative and qualitative insights to refine prioritization, experience design, communications, training, and future roadmap decisionsDistinguish activity metrics from meaningful outcomes and avoid optimizing for outreach volume aloneCompliance, Governance & Operational ReadinessEnsure product experiences and communications align with applicable CMS requirements, TCPA, Medicare marketing guidance, privacy, security, accessibility, records, and internal policy expectationsPartner early with Legal, Compliance, Privacy, Communications Review, Technology Risk, and operational leaders to build requirements into the product lifecycleDefine consent, channel eligibility, suppression, escalation, audit, disclosure, and exception-handling requirements as applicableLead readiness across training, support, monitoring, communications, release management, and peak operational periodsCreate governance for new quality engagement scenarios so future expansion remains member-centered, measurable, and compliantCross-Functional & People LeadershipLead through influence across a complex matrix of Sales, Quality, STARS, Agent Experience, Marketing, Communications, Analytics, Technology, Payment Operations, Finance, Legal, and Compliance partnersDirect and develop the Medicare Quality & Book of Business Product Analyst, providing clear priorities, coaching, and accountabilityCreate shared goals, decision rights, operating rhythms, and escalation pathways across business and delivery teamsBuild executive-ready narratives that connect product work to member outcomes, quality priorities, agent value, and business performanceModel urgency, curiosity, member advocacy, disciplined product judgment, and responsible executionMeasures of SuccessOutcome Area - Illustrative MeasuresMember and prospect action - Completion of prioritized operational or clinical activities and successful progression through approved workflowsAgent engagement - Awareness, adoption, repeat use, training completion, and confidence in the Book of Business experienceOutreach effectiveness - Appropriate contact attempts, successful connections, response, conversion to task completion, and channel performanceQuality outcomes - Observable contribution to quality priorities and gap-closure objectives, evaluated with Quality and STARS partnersPayment performance - Accurate and timely administrative service payment processing, status visibility, and issue resolutionCompliance - Adherence to approved messaging, consent, channel, documentation, and regulatory requirementsProduct delivery - Roadmap progress, release readiness, user feedback, data quality, system reliability, and learning velocityYou'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 equivalent practical experience7+ years of experience in digital product management, product strategy, business transformation, customer or agent experience, healthcare operations, or related rolesExperience leading a complex cross-functional product portfolio or business capability from strategy through delivery, adoption, and optimizationExperience translating complex business or regulatory needs into simple user-centered product experiences and measurable outcomesProven ability to influence senior leaders and align business, technology, data, operational, and risk partners without direct authorityProven exceptional communication, facilitation, executive presentation, prioritization, and decision-making skillsDemonstrated solid analytical skills and experience defining product metrics, operating reviews, and outcome-based roadmapsDemonstrated ability to balance member value, agent usability, business outcomes, delivery constraints, and compliancePreferred Qualifications:Experience in Medicare, healthcare quality, STARS, gap closure, insurance, financial services, or another regulated industryExperience with Book of Business, CRM, sales enablement, field-agent, telesales, partner, or distribution technologyExperience with member or customer outreach across email, SMS, outbound calling, push notification, or omnichannel engagementExperience coordinating payment, incentive, compensation, or administrative service programsExperience with data integrations, analytics products, task management, workflow orchestration, or external partner connectivityExperience leading internal product talent and building a collaborative, outcome-oriented operating model*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter PolicyPay 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). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $112,700 - $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.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.UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.