Associate VP Product Management Contact Center Digital and Conversational AI Experience

Charlotte, NC, United States

Associate VP Product Management Contact Center Digital and Conversational AI Experience Location

Charlotte, NC, United States

Posted on

Apr 11, 2023

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Description

Humana is a $90 billion (Fortune 40) market leader in integrated healthcare with a clearly defined purpose to help people achieve lifelong well-being. As a company focused on the health and well-being of the people we serve, Humana is committed to advancing the employment experience and vitality of the associate community. Through offerings anchored in a whole-person view of human well-being, Humana embraces a focus on stimulating positive individual and population changes while nurturing a sense of security, enabling people to live life fully and be their most productive.

Against that backdrop, we are seeking an accomplished leader to join our team in the newly-created role of Associate Vice President, Product Management, Contact Center Digital, and Conversational AI Experience. In this position, your work will focus on getting all of Humana's 60 contact centers onto the core contact management platform, in order to execute on key business objectives around efficiency and customer experience. In addition, you will lead the vision of building a broader omni-channel interaction database with ability to stitch customer journey, identify pain points and deliver process automation. Success in this role will require close collaboration and partnership with the technology teams, various product teams, business sponsors, program leadership team, and the vendor(s).

The AVP will report directly to the Vice President, Retail Digital Transformation and will lead a team of 10-12 associates with four direct reports. This position can be located anywhere within the lower 48 states and does not require relocation.

Responsibilities

Key Responsibilities

Manage stakeholder partnerships

Evolve, operationalize and innovate on core platform needs

Lead feature identification, solution design and deployment of member contact experience to generate great business value

Create the vision for, and oversee the execution of, contact center platform technology foundation and platform roadmaps across voice, chat, text, synchronous and asynchronous messaging, intelligent voice assistant, process automation, workforce management, quality management, call transcription, call analytics and end-end user engagement.

End-to-end management of the strategic partner relationships for Humana's Contact Center as a Service (CCaaS) platform and the associated technology ecosystem.

Ensure that opportunities to optimize the use of the platform are identified that will generate most value to Humana

Ensure the sunsetting of current legacy systems and that the platform value is realized towards reducing total cost of ownership

Recruit, hire, develop, and lead a high-performing team of Directors, Principals and Product Managers to set vision, solution and platform roadmaps and manage success of solutions with regard to OKRs and business strategy.

Key Candidate Qualifications

The ideal candidate will have extensive professional experience (typically 10 years) in a role with product management, platforms, strategic planning, resource planning, operations management, and budgeting. He/she will have demonstrated success leading large scale projects/programs and technology-based solutions. This leader will also have proven business stakeholder management expertise, as well as strong abilities in using technology to build platforms focused on business results. Finally, the ideal candidate will be a hands-on, participative manager who will lead a broad cross-functional team to identify opportunities to drive innovation and disruption in the experiences Humana delivers to its customers.

In addition to the above, the following technical qualifications and personal attributes are also sought:

MBA or MS in Computer Sciences or Bachelor's and significant experience in relevant field

Strong analytic, organization and problem-solving skills enabling sound decision making

Experience with cloud-based customer experience and ability to manage large platforms

Voice, text and intelligent voice assistant automation experience will be highly valued

Excellent oral and written communications skills, including the polish, poise, and executive presence that will ensure effective interaction with senior and executive level audiences

Highly collaborative mindset and excellent relationship-building skills, including the ability to engage many diverse stakeholders and SMEs concurrently and win their co-ownership in the outcome

Current or recent experience in a large, highly matrixed company (i.e., Fortune 250), with proven ability to influence cross-functional teams, leaders, and key stakeholders in such an environment

Strong leadership skills, with proven success in expanding and elevating the capabilities and performance of the team

Demonstrated success of driving results through OKR management

Strong understanding of business strategy and demonstrating delivery of strategy

Work experience in a health care and/or insurance industry is desirable

Work experience with cloud contact centers platforms - Genesys, AWS Connect or others

Experience managing vendor relationships

This is a remote position

#LI-Remote

Scheduled Weekly Hours

40

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our ****

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