AVP, Medicare Inbound Contacts — Strategic Ops Leader

Humana Inc; Madison (WI); Remote; USD 168,000 - 231,000; Full time

Benefits offered by this job

Bonus incentive plan

Travel opportunities

Competitive benefits

Job summary

Humana Inc. seeks an experienced AVP for Medicare Inbound Contact Operations to lead a large, complex contact center portfolio across multiple sites, internal teams, and more than 12,000 partner associates.

The role focuses on Medicare inbound services across voice, chat, and digital channels, balancing Stars, NPS, cost transformation, and associate engagement. The AVP will drive a comprehensive operating model, partner with enterprise functions, and prioritize a member-centered experience while

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or related discipline.
• 10+ years of progressive leadership experience in contact center operations, customer service, healthcare operations, or related environment.
• Experience defining and executing service excellence vision and strategy for large-scale, multi-site operations.
• Experience leading transformation, digital and automated capabilities, product or service innovation, and sustainable productivity improvement.

Responsibilities

• Define service excellence for Medicare inbound operations and translate into multi-year strategy, roadmap, investments, and measurable outcomes.
• Deliver results against strategic priorities including integrated health, growth and retention, Stars and call quality, NPS and customer experience, productivity, digital and automation advancement, and workforce engagement.
• Lead transformation of member contact experience across voice, chat, social, self-service, and emerging channels; ensure seamless transitions between digital and assisted service.
• Partner with lines of business and enterprise functions to identify reusable capabilities and opportunities to simplify member journeys and reduce avoidable contact.
• Use performance insights, benchmarks, and emerging technologies to evolve operating model and advance service innovation.

Skills

Executive leadership

Healthcare operations

Strategic planning

Cross-functional collaboration

Budgeting and cost management

Education

Bachelor's degree in Business Administration or related

Job description

Humana Inc. seeks an experienced AVP for Medicare Inbound Contact Operations to lead a large, complex contact center portfolio across multiple sites, internal teams, and more than 12,000 partner associates.

The role focuses on Medicare inbound services across voice, chat, and digital channels, balancing Stars, NPS, cost transformation, and associate engagement. The AVP will drive a comprehensive operating model, partner with enterprise functions, and prioritize a member-centered experience while