Remote Executive AVP Medicare Inbound Contacts

Humana Inc; Cheyenne (WY); Remote; USD 168,000 - 231,000; Full time

Benefits offered by this job

Remote work

Job summary

Humana Inc. seeks an AVP, Medicare Inbound Contact Operations to deliver strategic and operational leadership of a major contact center portfolio, spanning Internal associates and 12,000+ outsourced staff across various channels.

The role defines service excellence, leads a multi-year roadmap, and drives performance across Stars, NPS, cost transformation, and associate engagement while balancing strategic vision with disciplined execution in a highly matrixed, regulated environment.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or related discipline.
• 10+ years of progressive leadership experience in contact center operations or healthcare operations.
• Experience defining and executing a service excellence vision for large-scale, multi-site operations.
• Experience leading transformation, digital and automated capabilities, and productivity improvement.
• Experience governing outsourced or BPO operations across dispersed delivery models.
• Strong ability to influence senior leaders and diverse stakeholders in a regulated organization.
• Excellent written and verbal communication and executive presence.

Responsibilities

• Define service excellence for Medicare inbound operations and translate vision into strategy, roadmap, investments, and measurable outcomes.
• Deliver results across Stars, NPS, customer experience, productivity, and workforce engagement.
• Lead transformation of member contact experience across voice, chat, social, self-service, and emerging channels.
• Oversee budgets, workforce planning, and cost transformation while maintaining service quality and compliance.
• Ensure readiness and continuity across internal, nearshore, offshore, and partner delivery models.

Skills

Leadership

Executive presence

Stakeholder influence

Strategic thinking

Education

Bachelor's degree

Job description

Humana Inc. seeks an AVP, Medicare Inbound Contact Operations to deliver strategic and operational leadership of a major contact center portfolio, spanning Internal associates and 12,000+ outsourced staff across various channels.

The role defines service excellence, leads a multi-year roadmap, and drives performance across Stars, NPS, cost transformation, and associate engagement while balancing strategic vision with disciplined execution in a highly matrixed, regulated environment.