Senior Medicare Inbound Contact Operations Leader

Humana Inc; Little Rock (AR); Remote; USD 168,000 - 231,000; Full time

Benefits offered by this job

Bonus incentive plan

Job summary

Humana Inc. seeks an Associate Vice President for Medicare Inbound Contact Operations to lead a vast, multi-site contact center portfolio supporting Individual and Group Medicare, Disenrollment, Member Solutions, chat, and related services.

The AVP will shape a strategy that balances Stars, NPS, customer experience, productivity, and cost transformation while driving digital and automation enhancements across voice, chat, and self-service channels.

Qualifications

• Bachelor's degree required in Business Administration, Operations Management, Healthcare Administration, or related discipline.
• 10+ years of progressive leadership experience in contact center operations or related environment.
• Experience defining and executing a service excellence vision for large-scale operations.
• Experience leading transformation, digital/automated capabilities, and productivity improvements.
• Governing outsourced or BPO operations across dispersed delivery models.
• Ability to influence senior leaders and diverse stakeholders in a matrixed, regulated organization.
• Strong financial, workforce planning, data analytics, and risk management skills.
• Excellent written and verbal communication and executive presence.
• Commitment to mentoring and developing leadership talent.

Responsibilities

• Define service excellence and translate vision into a multi-year strategy, roadmap, and investments.
• Lead large-scale Medicare inbound operations across multiple programs.
• Own budgeting, workforce planning, and cost transformation while maintaining service quality.
• Lead governance across internal and partner delivery models; ensure readiness and continuity.
• Foster a high-performing, engaged leadership team and scalable engagement model.

Skills

Leadership experience

Service excellence strategy

Digital and automated capabilities

Governing outsourced/BPO operations

Influencing senior leaders

Financial and workforce planning

Data analytics

Communication skills

Talent development

Education

Bachelor's degree in Business Administration or related

Job description

Humana Inc. seeks an Associate Vice President for Medicare Inbound Contact Operations to lead a vast, multi-site contact center portfolio supporting Individual and Group Medicare, Disenrollment, Member Solutions, chat, and related services.

The AVP will shape a strategy that balances Stars, NPS, customer experience, productivity, and cost transformation while driving digital and automation enhancements across voice, chat, and self-service channels.