Medicare Inbound Ops Executive (AVP)

Humana Inc; Phoenix (AZ); Remote; USD 168,000 - 231,000; Full time

Job summary

Humana Inc. is seeking an Associate Vice President, Medicare Inbound Contact Operations to provide strategic and operational leadership across a large, multi-site contact center portfolio.

The role will drive service excellence, governance, and performance improvements for Medicare inbound channels across internal and partner networks. The AVP will oversee a broad portfolio, including Stars, NPS, and customer experience initiatives, while coordinating with Digital, Finance, and Compliance teams

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or a related field.
• 10+ years of progressive leadership experience in contact center operations, customer service, healthcare operations, or a related environment.
• Proven ability to define and execute a service excellence vision and strategy for large-scale, multi-site operations.
• Experience leading transformation, digital and automated capabilities, product or service innovation, and sustainable productivity improvement.
• Extensive experience governing outsourced or BPO operations across geographically dispersed delivery models.
• Proven ability to influence senior leaders and diverse stakeholders in a large, highly matrixed, regulated organization.
• Strong financial, workforce, operational planning, data analytics, process improvement, and risk management capabilities.
• Excellent written and verbal communication skills, executive presence, and the ability to move between strategic direction and tactical execution.
• Demonstrated commitment to attracting, mentoring, developing, and retaining leadership talent.

Responsibilities

• Define service excellence strategy for Medicare inbound operations and translate that vision into a multi-year strategy, roadmap, investments, and measurable outcomes.
• Deliver results against strategic priorities including growth, retention, Stars and call quality, NPS, productivity, and workforce engagement.
• Lead transformation of the member contact experience across voice, chat, social, self-service, and emerging channels.
• Partner with business lines to identify reusable capabilities and simplify member journeys while reducing avoidable contact.
• Establish operating rhythm with scorecards and escalation paths to translate performance data into action.
• Own budgets, workforce planning, and cost transformation while maintaining service quality and compliance.

Skills

Strategic leadership

Operational excellence

Communication skills

Change management

Financial acumen

Executive presence

Education

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

MBA or another advanced degree

Job description

Humana Inc. is seeking an Associate Vice President, Medicare Inbound Contact Operations to provide strategic and operational leadership across a large, multi-site contact center portfolio.

The role will drive service excellence, governance, and performance improvements for Medicare inbound channels across internal and partner networks. The AVP will oversee a broad portfolio, including Stars, NPS, and customer experience initiatives, while coordinating with Digital, Finance, and Compliance teams