Senior Lead Product Manager - Service Operations (Remote)

Humana

Atlanta (GA)

Remote

USD 126,000 - 174,000

Full time

4 days ago

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Job summary

Humana seeks an experienced product leader to own the Service Operations portfolio, spanning incident and knowledge management. You will shape strategy, write user stories, prioritize backlogs, and guide cross-functional teams across platforms.

With 8+ years in product leadership and deep ServiceNow expertise, you will partner with engineering, security, and operations to deliver measurable improvements in incident response, knowledge quality, and self-service adoption.

Qualifications

Bachelor's degree in IT, CS, Eng, MIS, or related field.
8+ years in product management or ITSM/enterprise platform leadership.
Experience as Product Owner/Manager with roadmap, backlog, and requirements.
Deep ServiceNow expertise: platform strategy, workflows, and integrations.
Experience in Incident, Major Incident, Problem, or Knowledge Management products.
Influence senior stakeholders and lead cross-functional teams.

Responsibilities

Own the Service Operations product portfolio across incident and knowledge management.
Drive ServiceNow platform enhancements, integrations, and upgrades.
Lead backlog, write user stories, acceptance criteria, and define features.
Align product goals with business priorities and risk considerations.
Evaluate AI, automation, and intelligent workflows to improve ops.
Collaborate with engineering, security, risk, and business stakeholders.
Establish success metrics: incident reduction, MTTR, knowledge adoption.
Lead products from discovery to enterprise adoption and lifecycle.