Senior Product Lead - ServiceNow & AI Ops (Remote)

Humana; United States; Hybrid; USD 150,000 - 190,000; Full time

Job summary

Humana seeks an experienced product leader to own the Service Operations portfolio, driving incident management, knowledge management, and AI-enabled improvements across platforms and teams. You will translate strategy into measurable outcomes, guide backlog and MVP-to-enterprise launches, and partner with engineering, operations, and risk teams.

The role emphasizes deep ServiceNow expertise, cross‑functional influence, and outcomes like incident reduction and knowledge adoption, with

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.

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

Stakeholder influence

Data-driven

Cross-functional

Education

Bachelor's degree

Master's degree preferred

Tools

ServiceNow

ITIL

APIs

Job description

Humana seeks an experienced product leader to own the Service Operations portfolio, driving incident management, knowledge management, and AI-enabled improvements across platforms and teams. You will translate strategy into measurable outcomes, guide backlog and MVP-to-enterprise launches, and partner with engineering, operations, and risk teams.

The role emphasizes deep ServiceNow expertise, cross‑functional influence, and outcomes like incident reduction and knowledge adoption, with