Senior Lead Product Manager, Service Operations

🕒 Yesterday

🐊 Florida, Illinois, +7 more states – Remote

🐊 Florida – Remote 🌽 Illinois – Remote 🐎 Kentucky – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ☕ Washington – Remote 🍑 Georgia – Remote

💵 $126.3k - $173.7k / year

⏰ Full Time

🟠 Senior

✅ Product Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 Description

• Own the Service Operations product portfolio spanning Incident Management, Major Incident Management, Problem Management, and Knowledge Management • Drive ServiceNow platform enhancements, integrations, upgrades, and product capabilities across the Service Operations portfolio • Lead product backlog and feature definition, including user stories, acceptance criteria, process requirements, and business outcomes • Align products 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 • 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 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 product narratives, data-driven recommendations, and measurable business outcomes • Advance a proactive Service Operations model that reduces repeat incidents, accelerates resolution and root cause analysis, improves knowledge quality and self-service adoption, and enables responsible use of AI

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, Management Information Systems, or a related field • 8 or more years of experience in product management, technical product management, ITSM product ownership, or enterprise IT platform leadership • Experience 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 • Experience influencing senior stakeholders and leading cross-functional teams in a matrixed organization without direct authority • Experience evaluating or implementing generative AI, agentic AI, virtual agents, intelligent automation, or AI-assisted service management capabilities • Working knowledge of ITIL practices, enterprise SaaS architecture, APIs, workflow engines, and IT operations technologies • Experience defining and measuring outcomes such as incident reduction, mean time to resolution, repeat incident prevention, knowledge adoption, self-service utilization, or process automation • Experience launching enterprise products from discovery and MVP through scaled implementation, adoption, and ongoing optimization

🏖️ Benefits

• Bonus incentive plan based on company and/or individual performance • Medical benefits • Dental benefits • Vision benefits • 401(k) retirement savings plan • Paid time off • Company holidays • Personal holidays • Paid parental leave • Paid caregiver leave • Short-term disability • Long-term disability • Life insurance • Flexible work location • Remote work option • Occasional travel to Humana offices for training or meetings • Home internet service requirement/support for remote or hybrid employees • Dedicated work space to protect member PHI / HIPAA information

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