Learning and Development Director

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life's best work.(sm)

IT Support Services (ITSS) provides tiered technical services across Optum and UnitedHealth Group. The ITSS team supports more than 350,000 employees worldwide while operating 24x7 year-round, including all holidays. While taking in excess of 185,000 contacts per month the ITSS teams offer first level and second level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, and network issues. Additionally, the team also offers support for telecommuter issues, and voice (telephone, voicemail) issues.

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. ITSS’s mission is to be the face of IT; a central point of contact for UnitedHealth Group businesses that provides high quality, innovative and cost-effective technical support.

The Learning & Development team (L&D) is part of ITSS’s Business Operations Command Center (BOCC), which includes a diverse set of support functions that enable our tiered technical support teams. L&D provides continuous support of functional, technical, and professional development across a vast array of technology enthusiasts from frontline analysts to senior department leaders. The ideal candidate with be accountable for continuing the delivery of ongoing operational requirements while evolving the team to become a center of excellence in proactively assessing, reviewing, and delivering on each team members unique learning needs.

Primary Responsibilities:

• Lead and manage a team of global learning and development professionals to achieve team and organizational goals
• Build and sustain lasting relationships with ITSS colleagues across all teams and functions to generate a deep understanding of organizational demands and facilitate partnerships that enable successful learning outcomes for employees at all levels
• Further evolve a multi-tier strategy of learning delivery, talent mobility, and content design & development
• Influence the adoption of a learning culture in which teammates feel equipped, encouraged, and empowered to pursue growth opportunities
• Work across teams such as Q&A, Operations, etc. to analyze and address systemic gaps in analyst capability to achieve their goals and objectives
• Foster a learning culture that encourages a growth mindset, aligns with professional development, links to competencies and performance, and provides recognition for employee learning and growth
• Establish a structure of engaging talent development programming through a combination of academic curriculum and hands-on learning experiences in a diverse and globally distributed team
• Continue to build upon and establish new leading and lagging KPI's to measure L&D strategy and programming impact on organizational effectiveness and team engagement
• Balance/manage internal and external learning solutions to ensure appropriate use of budget resources and team capabilities
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 10+ years of experience in a Learning and Development leadership role, preferably in a technical or Service Desk environment
• 3 - 5+ years working in globally distributed, matrixed organization
• 3 - 5+ years of experience working on various LMS development and delivery platforms
• Demonstrated experience in driving organizational transformation leading to tangible business outcomes and benefits
• Embrace and drive change; drive continuous improvement culture
• Excellent written and presentation communication skills; demonstrated communication experience with diverse internal and external audiences
• Effective in building business relationships

Preferred Qualifications:

• Certifications in technical / process training
• ITIL Foundations Certificate/Certification
• Knowledge of Service Desk Operations and environments

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

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.

Diversity creates a healthier atmosphere: Optum 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 by law.

Optum is a drug-free workplace. © 2023 Optum Global Solutions (Philippines) Inc. All rights reserved.