AVP, Medicare Inbound: Strategic Operations Leader

Humana Inc; Santa Fe (NM); Remote; USD 168,000 - 231,000; Full time

Job summary

Humana Inc. is seeking an Associate Vice President for Medicare Inbound Contact Operations to lead a large, complex contact center portfolio across internal and partner associates.

The role defines service excellence, drives a unified member experience across voice, chat, and digital channels, and manages a matrixed team to balance Stars, NPS, cost, and quality. The AVP will partner across business lines to optimize resources, advance self-service, and transform operations with digital and

Qualifications

• 10+ years of progressive leadership experience in contact center operations or related fields.
• Demonstrated success defining and executing a service excellence vision for large-scale operations.
• Experience leading transformation, digital/ automated capabilities, and productivity improvement.
• Experience governing outsourced or BPO operations across dispersed delivery models.
• Excellent written and verbal communication with executive presence.

Responsibilities

• Define service excellence for Medicare inbound operations and translate that vision into a multi-year strategy, roadmap, investments, and measurable outcomes.
• Lead large-scale Medicare inbound operations across multiple programs and channels.
• Own a balanced performance framework spanning service, quality, compliance, member experience, Stars, NPS, productivity, cost, digital adoption, and engagement.
• Lead cost transformation and sustainable productivity while protecting service quality and compliance.
• Oversee internal, nearshore, offshore, and partner delivery models to ensure readiness and continuity.

Skills

Leadership experience

Strategic thinking

Digital capabilities

Stakeholder influence

Financial planning

Executive presence

Education

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

MBA or other advanced degree (preferred)

Job description

Humana Inc. is seeking an Associate Vice President for Medicare Inbound Contact Operations to lead a large, complex contact center portfolio across internal and partner associates.

The role defines service excellence, drives a unified member experience across voice, chat, and digital channels, and manages a matrixed team to balance Stars, NPS, cost, and quality. The AVP will partner across business lines to optimize resources, advance self-service, and transform operations with digital and