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Humana Enterprise Voice Lead Product Manager in Boston, Massachusetts

Description

The Lead Product Manager Conceives of, develops, delivers, and manages products for customer use. The Lead Product Manager works on problems of diverse scope and complexity ranging from moderate to substantial.

Responsibilities

Be a strategic leader in cutting-edge Healthcare technology! Humana is seeking an Enterprise Voice Lead Product Manager who will have responsibility and accountability to ensure the deployment, ongoing management, and maintenance of a new hosted IVR, and current, sun setting on premise IVR. This is an exciting opportunity for forward-looking technology leaders to make key contributions to the evolution and transformation of the company's critical contact infrastructure.

This role:

  • May leverage voice of the customer, NPSt, root cause, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience.

  • Advise executives to develop functional strategies (often segment specific) on matters of significance.

  • Exercise independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision.

  • Use independent judgment requiring analysis of variable factors and determining the best course of action.

  • Will manage a team of 6 or more including contractors.

Required Qualifications

  • Minimum 5 years of professional experience working with voice or contact center technologies

  • Minimum 2 years of people management experience (8 or more individuals)

  • Agile/dev ops experience (SAFe, Kanban, etc.)

  • Core business hours align to Eastern Standard Time (EST)

  • Definition and development of operational KPIs and metrics

  • Experience working on process improvement projects to improve the customer experience

Work at Home/Remote Requirements

  • Must ensure designated work area is free from distractions during work hours and virtual meetings

  • Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 25x10 (25mbs download x 10mbs upload) for optimal performance of is required

Covid-19 Vaccine Requirement

  • We will require full COVID vaccination (https://www.cdc.gov/coronavirus/2019-ncov/vaccines/fully-vaccinated.html#vaccinated) for this job as we are a healthcare company committed to putting health and safety first for our members, patients, associates and the communities we serve.

  • If progressed to offer, you will be required to provide proof of full vaccination or documentation for a medical or religious exemption consideration where allowed by law. Requests for these exemptions should be submitted at least 2 weeks prior to your scheduled first day of work.

Preferred Qualifications

  • Bachelor's Degree

  • SAFe POPM Certification

  • Knowledge CTI, Telecom & IVR Technologies, Advanced Natural Language Speech Recognition, etc

  • Scrum Master Certified

  • Experience in use case design in a multi-channel environment

  • Prior experience working closely with internal IT and external vendors including contract management

  • Must have excellent communication and organizational skills

  • Ability to presenting to all levels of an organization, up to and include C-Suite

Additional Information

  • This role is a remote opportunity that will require up to 5% travel depending on business needs

Scheduled Weekly Hours

40

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