AVP, Medicare Inbound Ops — Strategy & Growth

Humana Inc; Lansing (MI); Remote; USD 168,000 - 231,000; Full time

Job summary

Humana Inc. seeks an AVP to strategically lead Medicare inbound contact operations across a multi-site portfolio, including internal associates and external partners.

The role drives a unified member experience across voice, chat, and digital channels, balancing Stars, NPS, productivity, and cost transformation while ensuring regulatory compliance. The ideal candidate will unite senior leadership, transform omnichannel operations, and optimize capacity, workforce engagement, and governance

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or a related discipline.
• 10+ years of progressive leadership experience in contact center operations or healthcare operations.
• Experience defining and executing a service excellence vision for large-scale, multi-site operations.
• Experience leading transformation, digital and automated capabilities, and productivity improvements.
• Governing outsourced or BPO operations across dispersed delivery models.
• Ability to influence senior leaders in a large, regulated organization.
• Strong financial, workforce planning, data analytics, and risk management skills.
• Excellent written and verbal communication with executive presence.

Responsibilities

• Define service excellence for Medicare inbound operations and translate into a multi-year strategy and measurable outcomes.
• Lead transformation of member contact experience across voice, chat, and digital channels.
• Set operating rhythms, scorecards, escalation paths, and accountability mechanisms.
• Own operational budgets and workforce planning strategies.
• Provide executive oversight for a large BPO network and partner governance.

Skills

Leadership experience

Executive presence

Communication skills

Strategic thinking

Data analytics

Financial acumen

Change management

Education

Bachelor's degree in Business Administration, Operations Management, Healthcare Administration

MBA or another business-related advanced degree

Tools

CRM systems

Omnichannel operations tooling

Job description

Humana Inc. seeks an AVP to strategically lead Medicare inbound contact operations across a multi-site portfolio, including internal associates and external partners.

The role drives a unified member experience across voice, chat, and digital channels, balancing Stars, NPS, productivity, and cost transformation while ensuring regulatory compliance. The ideal candidate will unite senior leadership, transform omnichannel operations, and optimize capacity, workforce engagement, and governance