CRM Product Lead - AI-Driven Provider Platform

Humana Inc; Austin (TX); Remote; USD 126,000 - 174,000; Full time

Benefits offered by this job

Bonus program

Remote-friendly travel

Job summary

Humana Inc. seeks a Provider CRM Lead to define and advance the strategy, roadmap, and adoption of Provider CRM capabilities. You will partner with business, operations, digital, analytics, and technology teams to improve provider engagement and outcomes.

The role blends product management, CRM, and change leadership to translate priorities into scalable capabilities that boost provider satisfaction and operational efficiency. Reports to the AVP, Product Management.

Qualifications

• Bachelor’s degree
• 8+ years experience leading CRM implementation
• 2+ years of project leadership experience
• Ability to translate business priorities into product requirements, user stories, roadmaps, and delivery plans
• Experience partnering across business, operations, technology, analytics, and digital teams to implement enterprise solutions
• Strong analytical skills with the ability to leverage data, performance metrics, and stakeholder feedback to drive continuous improvement
• Excellent communication, stakeholder management, and change management skills

Responsibilities

• Define and communicate the long-term vision, strategy, and roadmap for CRM capabilities and customer engagement platforms
• Align CRM investments with business objectives, customer needs, and growth strategies
• Identify opportunities to improve customer acquisition, retention, loyalty, and lifetime value through CRM innovation
• Monitor industry trends, emerging technologies, and competitive CRM capabilities
• Lead end-to-end product lifecycle management from discovery through delivery and ongoing optimization
• Prioritize initiatives using data, customer insights, business outcomes, and stakeholder feedback
• Develop business cases and success metrics for product investments
• Mentor and guide other product managers and cross-functional team members
• Own CRM platform capabilities including customer profiles, segmentation, lead management, campaign management, workflow automation, reporting, and integrations
• Partner with engineering teams to define scalable architecture and platform enhancements
• Drive platform modernization and adoption of AI-driven personalization and automation capabilities
• Ensure data quality, governance, privacy, and compliance standards are maintained

Skills

CRM strategy

Stakeholder management

Product management

Data-driven decisions

Change leadership

Cross-functional collaboration

Roadmapping

User stories

Education

Bachelor's degree

Job description

Humana Inc. seeks a Provider CRM Lead to define and advance the strategy, roadmap, and adoption of Provider CRM capabilities. You will partner with business, operations, digital, analytics, and technology teams to improve provider engagement and outcomes.

The role blends product management, CRM, and change leadership to translate priorities into scalable capabilities that boost provider satisfaction and operational efficiency. Reports to the AVP, Product Management.