Senior Lead Product Manager, Service Operations

Humana Inc; Atlanta (GA); Remote; USD 140,000 - 220,000; Full time

Job summary

Humana Inc. is seeking a senior product leader to own and drive the Service Operations product portfolio, spanning Incident, Major Incident, Problem, and Knowledge Management.

You will partner with engineering, operations, and business stakeholders to design solutions and guide delivery across products and platforms, enabling proactive AI-driven support and self-service adoption. You will translate strategy into measurable outcomes, writing user stories and acceptance criteria, prioritizing

Qualifications

• Hands-on product ownership and leadership across cross-functional teams
• Experience writing user stories and acceptance criteria, backlog prioritization

Responsibilities

• Own the Service Operations product portfolio including Incident, Major Incident, Problem, and Knowledge Management.
• Drive ServiceNow platform enhancements, integrations, upgrades, and capabilities across the portfolio.
• Lead backlog and feature definition with clear user stories and business outcomes for engineering and platform teams.

Job description

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The role offers a flexible work location, with options that include:

Remote hiring will be preferred at Humana offices located near Louisville (headquarters), Dallas, Atlanta, Boston, New York City, Chicago, Washington, D.C., Nashville, Fort Lauderdale, and Tampa.

This role combines strategic product leadership with hands-on product ownership. You will be responsible for identifying opportunities, designing solutions, defining product requirements, writing user stories and acceptance criteria, prioritizing backlogs, and guiding delivery across multiple products, platforms, and cross-functional teams. Working closely with engineering, operations, and business stakeholders, you will help advance a more proactive Service Operations model that reduces repeat incidents, accelerates resolution and root cause analysis, improves knowledge quality and self-service adoption, and enables responsible use of generative and agentic AI.

In this role, you will work across platform, engineering, operations, and business teams to solve complex operational challenges and translate strategy into measurable outcomes. You will help advance a more proactive Service Operations model that reduces repeat incidents, accelerates resolution and root cause analysis, improves knowledge quality and self-service adoption, and enables responsible use of generative and agentic AI.

Role Responsibilities:

• Own the Service Operations product portfolio spanning Incident Management, Major Incident Management, Problem Management, and Knowledge Management, ensuring alignment across teams, capabilities, and platform investments.

• Drive ServiceNow platform enhancements, integrations, upgrades, and product capabilities across the Service Operations portfolio.

• Lead product backlog and feature definition, including writing user stories, acceptance criteria, process requirements, and business outcomes for engineering and platform teams.