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Become a part of our caring community and help us put health first

Humana is a $100+ billion (Fortune 40) market leader in integrated healthcare with a clearly defined purpose to help people achieve lifelong well-being. As a company focused on the health and well-being of the people we serve, Humana is committed to advancing the employment experience and vitality of the associate community. Through offerings anchored in a whole-person view of human well-being, Humana embraces a focus on stimulating positive individual and population changes while nurturing a sense of security, enabling people to live life fully and be their most productive.

Against that backdrop, we are seeking an accomplished leader for the position of Vice President, Retail Customer Contact Center. In this role, you will be responsible for Humana’s single biggest set of call centers, with over 15,000 employees and contractors in roughly 20 locations globally. These centers serve our members and providers via inbound and outbound engagement, including social media and chat channels. Collectively, they support 10.7 million members and 1.8 million providers spanning our largest insurance lines of business – Medicare and Medicaid.

The Vice President will be responsible for defining service excellence and then setting the strategy and roadmap to achieve it, helping to drive a better member and provider experience. Key focal points of the role include optimizing organizational resources, identifying and leveraging synergies with the call centers that support Humana’s other business lines, and reducing call volumes by collaborating with various cross-functional teams to drive greater member self-service capabilities.

This position can be located anywhere within the lower 48 contiguous states.

Key Responsibilities

--Direct accountability to deliver results against the following strategic priorities:

• Integrated Health

• Medicaid expansion

• Growth - advancing segmentation and retention strategies.

• Stars - performance on call quality

• NPSr - customer experience results cascading up from NPSt performance.

• Productivity - cost transformation efforts demonstrating sustainable operating improvements and fiscal discipline in an unprecedented operating environment.

• Digital and Automation advancements

• Driving an internal and global workforce - supporting and designing a world class associate engagement model.

--Drive an operational organization supporting Individual Medicare, Group, Care Plus, Disenrollment, LINET, Medicaid)

--Vendor Partner Strategic Coordination:

• Deliver best practices

• Identify emerging technologies and external benchmarking.

--Develop/evolve across the enterprise with Functional LOBs into Horizontal Supplier governance and innovation. Effectively looking at the end to end and identifying capabilities and synergies that can be pulled through to improve the customer experience, efficiencies, and drive down costs. (e.g. creation of a Supplier innovation Council)

--Customer Call Center Experience Transformation

--Support of Nearshore/Offshore footprint

Use your skills to make an impact

Key Candidate Qualifications

In general terms, the ideal candidate will have extensive experience (typically 10+ years) leading large-scale service operations organizations, including contact centers. He/she will have a proven record of success in developing and executing on a vision and strategy for achieving customer services excellence, with a focus on digital and automated capabilities. Additionally, this leader will have expertise in driving organizational transformation and product innovation. Finally, the ideal candidate will be a strong leader of people with proven success in expanding and elevating the capabilities and performance of a large operations/customer service organization.

In addition to the above, the following professional qualifications and personal attributes are also sought:

• Excellent oral and written communications skills, including the polish, poise, and executive presence that will ensure effective interaction with senior and executive level audiences.

• Current or recent experience in a large, highly matrixed company (i.e., Fortune 150), with proven ability to influence leaders and key stakeholders in such an environment

• Highly collaborative mindset and excellent relationship-building skills, including the ability to engage many diverse stakeholders and SMEs and win their co-ownership in the outcome

• Demonstrated ability to toggle effortlessly between strategic and tactical activities

• Extensive vendor management experience

• Proven ability to partner with internal and external stakeholders to develop and deliver solutions that improve consumer experiences and business results.

• An unmistakable results orientation and a drive for outcomes that are balanced across multiple dimensions (customer experience, compliance, financial, associate experience, etc.).

• Ability to manage processes and identify improvement opportunities based on data and analytics both within the team as well as the broader organization.

• A strong commitment to team and professional development, with demonstrated ability to hire, mentor, and develop future leadership talent.

• Bachelor’s degree required; MBA or other business-related advanced degree is highly desired

Scheduled Weekly Hours

40

Application Deadline: 02-21-2025

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.