Senior Lead Product Manager, Service Operations

Humana; Chicago (IL); Remote; USD 126,000 - 174,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

401(k) retirement savings plan

Paid time off and holidays

Disability and life insurance

Job summary

Humana is seeking a seasoned product leader to own the Service Operations portfolio, driving incident management and knowledge initiatives across platforms. You will write user stories, define requirements, and prioritize backlogs while aligning with cross-functional teams to deliver measurable business outcomes.

Remote-friendly role with possible travel to Humana offices. The ideal candidate will bring deep ServiceNow expertise, enterprise ITSM leadership, and a track record of delivering

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, MIS, or related field.
• 12+ years of experience in product management, technical product management, ITSM product ownership, or enterprise IT platform leadership.
• Experience as Product Owner/Manager responsible for strategy, roadmap, backlog, requirements, user stories, and feature delivery.
• Deep ServiceNow product experience including platform strategy, workflow design, integrations, upgrades, and lifecycle management.
• Experience leading products within Incident, Major Incident, Problem, or Knowledge Management.
• Ability to influence senior stakeholders and lead cross-functional teams in a matrixed organization.

Responsibilities

• Own the Service Operations product portfolio spanning Incident Management, Major Incident, Problem, and Knowledge Management.
• Drive ServiceNow platform enhancements, integrations, upgrades, and capabilities across the portfolio.
• Lead backlog and feature definition with user stories, acceptance criteria, process requirements, and business outcomes.
• Align product with business priorities, user needs, risks, feasibility, and OKRs.
• Evaluate generative/agentic AI, automation, virtual agents, and intelligent workflows to improve efficiency.
• Partner with engineering, operations, security, risk, audit, and business stakeholders to translate needs into scalable processes.
• Establish success measures and reporting for incident reduction, resolution performance, knowledge adoption, self-service, and automation.
• Lead products from discovery and MVP to enterprise launch, adoption, optimization, and lifecycle management.
• Influence senior stakeholders and cross-functional teams with data-driven narratives and measurable outcomes.

Skills

Product ownership

Stakeholder management

Backlog management

Cross-functional collaboration

Requirements writing

AI/Automation awareness

Education

Bachelor's degree in IT/CS/Engineering/Business Admin/MIS or related field

Tools

ServiceNow

Job description

Become a part of our caring community 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.
• Align product with business priorities, user needs, operational risks, technical feasibility, and organizational OKRs.
• Evaluate and enable generative AI, agentic AI, automation, virtual agents, and intelligent workflows that improve operational efficiency and accelerate incident response and resolution.
• Partner with engineering, operations, security, risk, audit, and business stakeholders to translate operational needs into scalable processes and platform capabilities.
• Establish success measures and reporting for incident reduction, resolution performance, repeat incident prevention, knowledge effectiveness, self‑service adoption, automation, and overall product value.
• Lead products from discovery and MVP development through enterprise launch, adoption, optimization, and lifecycle management.
• Influence senior stakeholders and cross‑functional teams through clear product narratives, data‑driven recommendations, and measurable business outcomes.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, Management Information Systems, or a related field.
• 12 or more years of experience in product management, technical product management, ITSM product ownership, or enterprise IT platform leadership.
• Demonstrated experience serving as a Product Owner or Product Manager responsible for product strategy, roadmap development, solution design, backlog ownership, requirements definition, user story creation, and feature delivery.
• Deep, Expert ServiceNow product experience, including platform strategy, workflow design, integrations, upgrades, and lifecycle management.
• Experience leading products or capabilities within Incident Management, Major Incident Management, Problem Management, or Knowledge Management.
• Demonstrated experience influencing senior stakeholders and leading cross‑functional teams in a matrixed organization without direct authority.

Preferred Qualifications

• Master's degree in Business Administration (MBA), Information Systems, Computer Science, Engineering, or a related field preferred.
• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), Certified Application Developer (CAD), or other relevant ServiceNow certifications preferred.
• Experience evaluating or implementing generative AI, agentic AI, virtual agents, intelligent automation, or AI‑assisted service management capabilities.
• Working knowledge of ITIL practices, enterprise SaaS architecture, APIs, workflow engines, and IT operations technologies.
• Experience defining and measuring outcomes such as incident reduction, mean time to resolution, repeat incident prevention, knowledge adoption, self‑service utilization, or process automation.
• Experience launching enterprise products from discovery and MVP through scaled implementation, adoption, and ongoing optimization.

Use your skills to make an impact The ideal candidate brings a strong product ownership background, deep ServiceNow expertise, and a proven track record of delivering enterprise‑scale ITSM capabilities that improve operational outcomes and user experience.

Work at Home Requirements

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self‑provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours 40

Pay Range The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$126,300 - $173,700 per year This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole‑person well‑being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short‑term and long‑term disability, life insurance and many other opportunities.

About us

Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer atHumana.comand atCenterWell.com.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.