Humana

Compensation

Full Description

Description: • Coach, mentor, and develop frontline leaders and associates to build confidence, skill, and long-term career growth • Drive operational readiness and consistency for campaigns, seasonal peaks, and new initiatives • Execute test-and-learn pilots, evaluate outcomes, and scale successful practices across teams • Maintain operational excellence by monitoring performance, quality, and process adherence • Foster a culture of accountability, inclusion, recognition, and continuous improvement • Ensure associates are equipped with training, tools, and support to deliver a differentiated member experience • Support business-as-usual operations while balancing the needs of new initiatives • Oversee operational execution of campaigns, readiness planning, and day-to-day performance • Travel occasionally to Humana's offices for training or meetings (remote position) Requirements: • Active Health Insurance License OR ability and willingness to obtain within 90 days • Bachelor’s degree (or equivalent work experience - 4 years within an operations business or strategy environment) • 5+ years of progressive leadership experience in a call center or customer service environment • Deep understanding of Medicare Advantage or healthcare service operations (or equivalent work experience) • Experience leading large teams through growth, change, and new program adoption • Demonstrates exceptional organizational discipline with proven capability to effectively manage multiple concurrent initiatives • Commitment to inclusive leadership and developing diverse talent • Proven ability to manage performance, priorities, and productivity in a virtual/remove environment with limited direct supervision • Ability to travel up to 20% of the time • Flexibility to work a variety of shifts between 8 am to 11 pm, seven days a week during peak seasonal periods • Technical aptitude with CRM platforms, reporting dashboards, and workforce tools (preferred) • Experience scaling operations and embedding new processes through test-and-learn frameworks (preferred) • Track record of sustaining high performance during seasonal or high-volume cycles (preferred) • Language proficiency assessment (ILR) required if speaking with members in a language other than English Benefits: • 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 • many other opportunities • Virtual Pre-Screen (HireVue recorded interview) • Bi-weekly internet payment for associates in California, Illinois, Montana, or South Dakota who live and work from home • Humana will provide telephone equipment for Home or Hybrid Home/Office associates