Senior Lead Product Manager, Service Operations

Humana; New York (NY); Remote; USD 126,000 - 174,000; Full time

Benefits offered by this job

Bonus incentive plan

Job summary

Humana is seeking an experienced Product Owner/Manager to lead the Service Operations portfolio, focusing on Incident Management, Major Incident Management, Problem Management, and Knowledge Management. You will drive ServiceNow platform enhancements, define backlogs and user stories, and align initiatives with business priorities and organizational OKRs.

This role emphasizes collaboration with engineering, operations, security, and risk teams to translate operational needs into scalable

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, Management Information Systems, or a related field.
• 12+ 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.

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.

Skills

Product ownership

ServiceNow

Incident Management

Problem Management

Knowledge Management

Stakeholder management

Backlog management

User stories

Education

Bachelor's degree in IT / CS / Engineering / Business / MIS

Tools

ServiceNow CSA

ServiceNow CIS

ServiceNow CAD

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.

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

About 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.