Director, Provider IVR and Conversational Automation

Humana; Myrtle Point (OR); Remote; USD 168,000 - 231,000; Full time

Job summary

Humana is seeking a Director to lead Provider IVR and Conversational Automation, driving strategy and modernization across provider support channels. You will guide a team of product managers and designers to improve self-service, containment, and authentication while advancing automation technologies.

Reporting to the AVP, Product Management, this remote role collaborates with Operations, IT, CRM, and vendors, monitors KPIs, and communicates with senior leadership.

Qualifications

• Bachelor's degree in a relevant field.
• 10+ years' experience in IVR, conversational AI, contact center technology, automation, or provider product management.
• 5+ years of leadership experience.
• Experience leading enterprise technology and operational initiatives.
• Experience presenting to Senior leadership.

Responsibilities

• Lead 5 direct reports - Product Management, Product Ownership, Conversational Design
• Define and execute enterprise IVR and conversational automation strategy
• Lead IVR strategy across Medical, Dental, and other payor platforms
• Oversee IBM Watson optimization and modernization initiatives
• Improve containment, authentication, routing, and self-service adoption
• Partner with Operations, IT, CRM, Digital Product, and vendor partners
• Monitor KPIs and provider satisfaction metrics
• Use your skills to make an impact

Skills

Leadership

IVR

Conversational AI

Product Management

Stakeholder communication

Education

Bachelor's degree

Master's degree

Job description

Role overview

Become a part of our caring community The Director, Provider IVR and Conversational Automation (Director, Product Management) leads the strategy, optimization, and modernization of provider interactive voice response, conversational automation, and contact-center self-service capabilities across provider support channels. You will enhance provider self-service experiences, improve contact center efficiency, increase authentication and containment rates, increase provider satisfaction, and advance automation technologies. You will report to the AVP, Product Management.

Key Responsibilities

• Lead 5 direct reports - Product Management, Product Ownership, Conversational Design
• Define and execute enterprise IVR and conversational automation strategy
• Lead IVR strategy across Medical, Dental, and other payor platforms
• Oversee IBM Watson optimization and modernization initiatives
• Improve containment, authentication, routing, and self-service adoption
• Partner with Operations, IT, CRM, Digital Product, and vendor partners
• Monitor KPIs and provider satisfaction metrics
• Use your skills to make an impact

Required Qualifications

• Bachelor's degree
• 10+ years' experience in IVR, conversational AI, contact center technology, automation, or provider product management
• 5+ years of leadership experience
• Experience leading enterprise technology and operational initiatives
• Experience presenting to Senior leadership

Preferred Qualifications

• Understanding of agentic solutions and their application
• Masters Degree in business, healthcare sciences, or related technologies

Additional Information

This role is not eligible for work visa sponsorship.

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$168,000 - $231,000 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, ) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline

10-21-2026

About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our 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 and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.