Senior Lead Product Manager — Remote ITSM & AI Ops

Humana

Dallas (TX)

Remote

USD 126,000 - 174,000

Full time

3 days ago

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Job summary

Humana is seeking a senior product leader for the Service Operations portfolio. This role blends strategic product ownership with hands-on delivery across Incident, Major Incident, Problem, and Knowledge Management, leveraging ServiceNow and AI-enabled workflows.

You will define requirements, write user stories, prioritize backlogs, and guide multiple teams to measurable outcomes while collaborating with engineering, operations, security, and business stakeholders. Travel may be required.

Qualifications

Bachelor's degree in IT, CS, Engineering, Business Administration, MIS, or related field.
8+ years in product management, ITSM, or enterprise IT leadership.
Experience as Product Owner/Manager with strategy, backlog, and user stories.
Deep ServiceNow expertise: platform, workflows, integrations, upgrades, lifecycle.
Experience in Incident/Problem/Knowledge Management products.
Influence senior stakeholders and lead cross-functional teams without direct authority.

Responsibilities

Own Service Operations product portfolio across Incident, Major Incident, Problem, Knowledge Management.
Drive ServiceNow platform enhancements, upgrades, integrations, and capabilities.
Lead backlog, write user stories and acceptance criteria for engineering and platform teams.
Align product with priorities, risks, and OKRs.
Evaluate generative AI, agentic AI, automation, virtual agents, and intelligent workflows.
Collaborate with engineering, operations, security, risk, and business stakeholders.
Establish success metrics and reporting for incident reduction, resolution, knowledge adoption, and automation.
Lead products from discovery to enterprise launch and lifecycle management.
Present data-driven narratives to influence senior stakeholders.