Remote AVP — Medicare Inbound Operations Leader

Humana Inc; Dover (DE); Remote; USD 168,000 - 231,000; Full time

Job summary

Humana Inc. seeks an AVP for Medicare Inbound Contact Operations to lead a vast, multi-channel member service portfolio. You will drive strategic merit across Stars, NPS, productivity, and digital adoption while managing internal and partner workforces globally.

The role requires extensive leadership in healthcare operations, vendor governance, and regulatory compliance, with an emphasis on customer experience and sustainable performance improvement.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or a related discipline.
• 10+ years in leadership of contact center or healthcare operations.
• Experience defining service excellence for large-scale operations.
• Experience leading transformation and digital/automation initiatives.
• Experience governing outsourced or BPO operations across dispersed models.

Responsibilities

• Define service excellence for Medicare inbound operations with a multi-year strategy and measurable outcomes.
• Lead large-scale inbound operations across individual and group Medicare and related channels.
• Own a balanced performance framework spanning service, quality, compliance, and customer experience.
• Manage budgets, workforce planning, and cost transformation while maintaining service quality.
• Provide executive oversight for 12,000+ associates and partner delivery models.

Skills

Strategic Thinking

Executive Presence

Communication

Leadership

Financial Acumen

Data-Driven Decision Making

Operational Excellence

Change Leadership

Organizational Agility

Talent Development

Education

Bachelor's degree in Business Administration / Healthcare Administration or related

MBA or advanced business degree (preferred)

Job description

Humana Inc. seeks an AVP for Medicare Inbound Contact Operations to lead a vast, multi-channel member service portfolio. You will drive strategic merit across Stars, NPS, productivity, and digital adoption while managing internal and partner workforces globally.

The role requires extensive leadership in healthcare operations, vendor governance, and regulatory compliance, with an emphasis on customer experience and sustainable performance improvement.