Contact Center Integration Principal

🕒 May 6

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CenterWell Senior Primary Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

⚕️ Healthcare Insurance

Healthcare Insurance

CenterWell Senior Primary Care is a healthcare provider focused on delivering personalized primary care to senior citizens. The company emphasizes a comprehensive and holistic approach to healthcare, addressing the physical, social, and emotional needs of older adults. As part of its service offerings, CenterWell includes home health services and pharmacy support to complement its senior primary care. The organization is committed to offering stability, inclusive benefits, and career growth opportunities for its employees while maintaining a culture of mutual respect and mindfulness. CenterWell is a brand under the larger healthcare entity, Humana.

📋 Description

• Develop and maintain a multi-year contact center integration roadmap, including technology modernization and operating model evolution • Identify, size, and prioritize high-value integration opportunities across CenterWell contact centers • Serve as a thought partner to senior business unit leaders and enterprise executives, pushing strategic thinking and supporting future-state design • Prepare strategic recommendations and decision-support materials for leadership forums and steering committees, ensuring alignment at the highest levels • Lead end-to-end execution of integration initiatives, including planning, milestone tracking, and risk management • Design and facilitate governance frameworks and decision-making processes to support future-state integration • Own transformation deliverables such as roadmaps, dashboards, and executive-level presentations, ensuring clarity for senior stakeholders • Provide regular progress updates and risk assessments to senior leadership and executive sponsors, while translating implications for frontline operating teams • Facilitate collaboration across business units and enterprise teams, connecting dots between initiatives and resolving interdependencies • Embed within BU operations to gain deep understanding of workflows and support transformation efforts • Serve as the primary liaison with the Enterprise Contact Center CoE, ensuring two-way communication and alignment between executives and operational teams

🎯 Requirements

• Bachelor’s degree in Business, Operations, or related field • 8+ years of experience in strategic operations, program management, or contact center leadership roles • Exceptional communication and influence skills, with experience engaging both senior executives and front-line operators • Demonstrated ability to lead cross-functional initiatives in a highly matrixed environment • Deep expertise in contact center workflows, technology platforms, and customer experience drivers • Strong business acumen and analytical skills, with experience developing business cases and interpreting operational data • Demonstrated success in managing large-scale transformation programs and delivering measurable results • Comfortable navigating ambiguity and balancing competing priorities in a dynamic environment

🏖️ 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 and many other opportunities