Remote Senior Medicare Inbound Operations Leader

Humana Inc; Austin (TX); Remote; USD 168,000 - 231,000; Full time

Benefits offered by this job

Bonus incentive plan

Comprehensive benefits

Job summary

Humana Inc. seeks an Associate Vice President for Medicare Inbound Contact Operations to lead one of its largest contact center portfolios.

The AVP will drive strategy, operating roadmap, and performance disciplines to deliver a simpler member experience across voice, chat, and self-service channels. Responsibilities include managing a 12,000+ associate ecosystem through internal teams and BPO partners, maintaining regulatory compliance, and delivering productivity while focusing on customer

Qualifications

• Proven ability to define and execute a service excellence vision for large-scale, multi-site operations.
• Experience leading transformation, digital capabilities, and productivity improvements.
• Governing outsourced or BPO operations across global delivery models.
• Excellent communication and executive presence with cross-functional influence.
• Strong financial, workforce planning, analytics, and risk management skills.

Responsibilities

• Define the Medicare inbound service strategy, roadmaps, investments, and outcomes.
• Lead a matrixed organization across internal teams and external partners.
• Drive multichannel member experiences (voice, chat, self-service, digital).
• Oversight of budgets, workforce planning, and cost transformation.
• Ensure regulatory compliance and readiness for audits.

Skills

Strategic Leadership

Executive Presence

Data-Driven Decisions

Stakeholder Influence

Leadership of Large Teams

Education

Bachelor's degree in Business Administration / Healthcare

Job description

Humana Inc. seeks an Associate Vice President for Medicare Inbound Contact Operations to lead one of its largest contact center portfolios.

The AVP will drive strategy, operating roadmap, and performance disciplines to deliver a simpler member experience across voice, chat, and self-service channels. Responsibilities include managing a 12,000+ associate ecosystem through internal teams and BPO partners, maintaining regulatory compliance, and delivering productivity while focusing on customer