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The Associate Director, Operational Readiness ensures optimized interaction between Humana and its customers through the development of predictable and sustainable readiness practices that ensure new experiences, both associate and customer facing deliver on intended objectives. This delivery is paramount to driving increased value delivery for our customers through the delivery of operational excellence.

The scope of the operational readiness function spans multiple contact center operations, both front and back office with varying degrees of readiness practice maturity, this leader will have the opportunity to establish best practice and drive enterprise level change for our members and associates furthering our pursuit of Helping Members Achieve Their Best Health.

• Lead a team of associates whose primary responsibility is ensuring operational readiness for service experiences in the contact center and back-office functions with the intent of ensuring that Humana is service ready for every customer contact

• Create and leverage processes that ensure unprecedented contact center readiness practices across a worldwide service footprint, delivering service interactions that ensure our customers' needs are met generating experiences that help them achieve their best health

• Leverage multiple service data points to observe and address operational readiness, those data points will include Voice of the Customer, NPSt and Issue Resolution

• Maintain a solid understanding of how organizational capabilities interrelate across department(s) to deliver an exceptional service interaction experience for customers and associates

• Exhibit a depth of understanding and bias for action related to the recognition and elimination of friction points and opportunities for automation and optimization

Use your skills to make an impact

Required Qualifications

• Minimum 5 years of experience leading change management and organizations that support operational readiness

• Minimum 3 years of large-scale project leadership experience

• Experience with analytics, including program evaluation and optimization

• Critical thinker who anticipates team needs, takes initiative to present ideas, ask questions, and exhibit a commitment to pursuit of excellence

• ​Strategic thinking and planning capabilities; organized and detail-oriented

• Exceptional communication skills, both written and verbal (including public speaking)

• Experience in identifying optimization and automation solutions to develop and launch company initiatives

• Demonstrated process development and data-driven continuous improvement experience

• Must be passionate about contributing to an organization focused on continuously improving associate and consumer experiences

• Must have ability to support occasional after-hours deployments based on business need (may include weekends)

Work-At-Home Requirements

• At minimum, a download speed of 25 mbps and an upload speed of 10 mbps is recommended; wireless, wired cable or DSL connection is suggested

• Satellite, cellular and microwave connection can be used only if approved by leadership

• Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Preferred Qualifications

• Experience in Medicare and/or healthcare

• Off-shore contact center experience

• Prior experience with agile leadership practices and methods

Additional Information

• As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called HireVue. HireVue Text, Scheduling, and Video technologies allow you to interact with us at the time and location most convenient for you.

• If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video interview. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$126,300 - $173,700 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 12-23-2024

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.