Head, Provider IVR & 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

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.