Medicare Inbound Ops AVP — Remote, Scale & Impact

Humana Inc; Topeka (KS); Remote; USD 168,000 - 231,000; Full time

Job summary

Humana Inc. in the United States seeks an Associate Vice President of Medicare Inbound Contact Operations to lead a vast, multi-site contact center program serving Medicare members across channels, focusing on Star ratings, NPS, and CX.

This executive role unifies internal teams and 12,000+ partner associates, builds scalable operations, and advances digital and automation while ensuring compliance, cost transformation, and strong workforce engagement.

Qualifications

• Bachelor’s degree or higher in a relevant field required.
• 10+ years of progressive leadership experience in contact center operations or healthcare operations.
• Experience defining and executing service excellence strategy for large multi-site operations.
• Experience leading transformation, digital and automated capabilities, and productivity improvement.
• Governing outsourced or BPO operations across dispersed geographic delivery models.
• Proven ability to influence senior leaders in a matrixed, regulated organization.
• Strong financial, workforce, operational planning, data analytics, and risk management capabilities.
• Excellent written and verbal communication, executive presence, and strategic/tactical execution.
• Commitment to mentoring and retaining leadership talent.

Responsibilities

• Define and deliver a multi-year strategy and operating roadmap for Medicare inbound operations.
• Lead a large, multi-site operation with internal associates and external partners.
• Own budgets, workforce planning, and cost transformation while maintaining service quality.
• Implement governance across suppliers to ensure consistent performance and accountability.
• Drive member experience improvement across voice, chat, and digital channels.
• Ensure regulatory compliance and readiness for audits and continuity events.

Skills

Leadership

Strategic vision

Transformation & digital capabilities

Vendor/BPO governance

Stakeholder influence

Financial & operational planning

Data analytics

Communication & executive presence

Talent development & mentoring

Education

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

MBA or equivalent advanced degree

Job description

Humana Inc. in the United States seeks an Associate Vice President of Medicare Inbound Contact Operations to lead a vast, multi-site contact center program serving Medicare members across channels, focusing on Star ratings, NPS, and CX.

This executive role unifies internal teams and 12,000+ partner associates, builds scalable operations, and advances digital and automation while ensuring compliance, cost transformation, and strong workforce engagement.