Remote Channel Strategy Lead

Humana, Inc.; Dover (DE); Remote; USD 115,000 - 158,000; Full time

Job summary

Humana, Inc. is seeking a Channel Development Lead to define the sales product strategy across lines of business and markets.

You will drive programs from concept to implementation, partner with executives, and optimize performance metrics in a fast-paced, remote environment. The role requires strategic thinking, outstanding execution, and experience coordinating across Operations, Sales, Marketing, Finance, and Technology to deliver measurable business improvements.

Qualifications

• 3+ years of experience in call center, contact center, sales operations, customer service operations, or a related operational environment.
• Experience managing multiple concurrent, high-priority projects or initiatives with competing deadlines and stakeholders.
• 3+ years of experience leading cross-functional initiatives involving business transformation, operational readiness, process improvement, or program delivery.
• Experience communicating project updates, recommendations, risks, and business outcomes to senior leaders or executive stakeholders.
• Experience analyzing operational data to identify trends, root causes, performance gaps, and process improvement opportunities.
• Experience independently identifying and resolving complex operational issues in a fast-paced, cross-functional environment.
• Experience influencing cross-functional stakeholders and driving initiatives to completion without direct reporting authority.

Responsibilities

• Own strategic initiatives and complex projects from planning through execution, utilizing strong project management methodologies, governance, and tracking processes.
• Develop and maintain project plans, roadmaps, milestones, risk logs, and executive-level status reporting to ensure transparency and accountability.
• Identify process inefficiencies, operational gaps, and business risks through data analysis, stakeholder engagement, and workflow assessments.
• Lead process improvement initiatives that enhance member experience, agent efficiency, sales effectiveness, and operational performance.
• Translate business strategies into executable programs, timelines, implementation plans, and measurable outcomes.
• Operate effectively in a fast-paced environment where priorities shift rapidly and business needs often require accelerated delivery and immediate action.
• Serve as a trusted partner to executive leadership by providing concise, proactive communication, strategic recommendations, and clear visibility into risks, dependencies, and progress.
• Collaborate across Operations, Sales, Marketing, Finance, Technology, and external partners to align priorities and drive successful execution of business initiatives.
• Leverage call center and sales operations expertise to identify opportunities for operational improvements, workflow optimization, capacity planning, and performance enhancement.
• Anticipate issues before they become problems by proactively identifying risks, developing mitigation plans, and escalating concerns appropriately.
• Connect information across multiple programs, initiatives, and stakeholders to provide holistic business insights and recommendations.
• Facilitate productive meetings that drive decisions, establish ownership, and produce actionable next steps.
• Develop executive-ready communications, presentations, and reporting that effectively translate complex operational concepts into meaningful business outcomes.
• Use independent judgment to evaluate complex situations, determine the best course of action, and execute with minimal supervision.

Skills

Call center operations

Project management

Cross-functional collaboration

Executive communication

Data analysis

Stakeholder management

Operational excellence

Education

PMP certification or equivalent

Tools

Telephony

IVR

CRM applications

Job description

Humana, Inc. is seeking a Channel Development Lead to define the sales product strategy across lines of business and markets.

You will drive programs from concept to implementation, partner with executives, and optimize performance metrics in a fast-paced, remote environment. The role requires strategic thinking, outstanding execution, and experience coordinating across Operations, Sales, Marketing, Finance, and Technology to deliver measurable business improvements.