Senior Workforce Product Manager

CenterWell Pharmacy; United States; Remote; USD 104,000 - 143,000; Full time

Job summary

Join a leading pharmacy organization as a Senior Product Manager, where you will lead product development and management for customer-focused solutions. This remote position requires expertise in Workforce Management and a strong understanding of call center metrics. You will collaborate with technology teams to enhance product efficacy, ensuring customer needs are met. Enjoy a competitive salary and comprehensive benefits while making a meaningful impact in healthcare.

Benefits

Medical benefits

Dental benefits

Vision benefits

401(k) retirement savings plan

Paid time off

Short-term and long-term disability

Life insurance

Qualifications

• 5+ years of hands-on experience administering a WFM platform.
• Experience with multi-site or omni-channel contact centers.

Responsibilities

• Leads all phases of the product life cycle from inception to market.
• Monitors efficacy of products using customer feedback.

Skills

Problem-Solving

Analytical

Communication

Education

WFM system certification

Tools

NICE IEX

Verint

Genesys WFM

Excel

SQL

Genesys Cloud

Five9

Salesforce

Job description

Become a part of our caring community and help us put health first

The Senior Product Manager Conceives of, develops, delivers, and manages products for customer use. The Senior Product Manager work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

The Senior Product Manager Leads all phases of the product life cycle, from inception to introduction into the marketplace, by developing products to meet specific customer needs and achieve specific cost and success outcomes. Once products are launched, the Product Manager monitors efficacy of products. The Product Manager uses customer and business partner feedback to ensure products are meeting customer needs across each customer segment. This role manages technology and systems for the Workforce Management team. This role will support with recommending the right technical solutions to improve the WFM team's use of technology.

Location: Remote US

Use your skills to make an impact

Required Qualifications

• Experience in Workforce Management within a contact center setting.
• 5+ years of hands-on experience administering a WFM platform
• Knowledge of NICE IEX, Verint, and Genesys WFM
• Knowledge of phone system setup and configuration
• Strong understanding of call center metrics, staffing models, and scheduling methodologies.
• Proficient in Excel, and familiar with SQL, reporting tools, and data automation techniques.
• Excellent problem-solving, analytical, and communication skills.
• Experience with multi-site or omni-channel (voice, chat, email, SMS) contact centers.
• Familiarity with cloud-based telephony and CRM platforms (e.g., Genesys Cloud, Five9, Salesforce).
• Project management or Agile/Scrum experience is a plus.
• WFM system certification (e.g., NICE WFM Admin, Verint Certified Specialist) a plus.

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.$104,000 - $143,000 per yearThis 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 06-12-2025

About us

About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.

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.