Executive Leader, Medicare Inbound Contact Operations

Humana Inc; Denver (CO); Remote; USD 168,000 - 231,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Paid time off

Job summary

Humana Inc. is seeking an Associate Vice President of Medicare Inbound Contact Operations to lead a major contact center portfolio that spans internal associates and more than 12,000 partner associates across a dispersed footprint.

The role directs strategy, performance discipline, and a superior member experience across voice, chat, and digital channels. The AVP will drive strategic leadership, operational excellence, and people development while balancing cost, quality, and regulatory

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 leading large-scale, multi-site operations and governing outsourced/BPO arrangements.
• Proven ability to influence senior leaders in a highly matrixed, regulated organization.
• Strong financial, workforce, operational planning, data analytics, and risk management capabilities.
• Excellent written and verbal communication skills and executive presence.

Responsibilities

• Define service excellence for Medicare inbound operations and translate vision into a multi-year strategy, roadmap, investments, and measurable outcomes.
• Lead large-scale Medicare inbound operations and own a balanced performance framework across service, quality, compliance, and member experience.
• Build a high-performing leadership team and an engaging, globally connected workforce.
• Own operational budgets, workforce planning, cost transformation, and investments for strategic improvements.
• Provide executive oversight for internal and BPO partners with standardized governance and accountability.
• Ensure CMS regulatory adherence and readiness for audits, risk management, and business continuity.

Skills

Strategic leadership

Operational leadership

Executive presence

Stakeholder influence

Data analytics

Process improvement

Multisite leadership

Education

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

Job description

Humana Inc. is seeking an Associate Vice President of Medicare Inbound Contact Operations to lead a major contact center portfolio that spans internal associates and more than 12,000 partner associates across a dispersed footprint.

The role directs strategy, performance discipline, and a superior member experience across voice, chat, and digital channels. The AVP will drive strategic leadership, operational excellence, and people development while balancing cost, quality, and regulatory