Associate Vice President – Conversational Channels

🔥 1 hour ago

🇺🇸 United States – Remote

💵 $203.4k - $279.8k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Vice President

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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 conversational channel and advocate experience portfolio, including IVR, queuing and routing, AI-enabled customer engagement, Intelligent Search, Virtual Assistant, co-browse, and Customer Care Advocate CRM • Lead an integrated conversational engagement ecosystem across business segments • Deliver seamless, AI-enabled experiences across the end-to-end member and advocate journey • Partner with Consumer Digital product leaders to connect conversational channels with digital self-service • Define and execute the multi-year contact center advocate experience strategy and product roadmap • Own product roadmaps and backlog prioritization, sequencing investments and making trade-off decisions • Establish and track outcomes for member experience, advocate productivity, authentication, misroutes, service quality, and transformation goals • Develop multi-year product strategies aligned with Insurance and CenterWell business objectives • Lead UX and interaction design across conversational channels, advocate desktop, and digital capabilities • Direct technical architecture, integration, release sequencing, and delivery quality • Evaluate market trends, member and advocate needs, competitive dynamics, and emerging technologies • Lead products and platforms supporting IVR modernization, conversational AI, Virtual Assistant, co-browse, Intelligent Search, and advocate experience • Apply insurance and customer service expertise to guide responsible AI use • Prioritize investments based on business value, customer outcomes, regulatory requirements, and technical sustainability • Balance enhancement of existing capabilities with innovation and modernization • Drive simplified, personalized, and connected member and advocate interactions • Collaborate with contact center operations, technology, analytics, Consumer Digital, and Client Services

🎯 Requirements

• 10+ years of progressive leadership experience in product management, conversational channels, contact center technology, customer experience, or platform strategy • Deep expertise in contact center optimization, IVR, conversational AI, CRM platforms, advocate desktop capabilities, and enterprise AI enablement • Experience leading products and platforms within Salesforce, Genesys, and Google Customer Engagement Suite (GECX), or comparable enterprise CRM and contact center technology ecosystems • Demonstrated success leading large-scale, enterprise product portfolios and modernization initiatives within highly matrixed and regulated organizations • Experience managing multiple product lines, leading director-level talent, and directing cross-functional teams across product, design, technology, analytics, and operations • Strong business acumen connecting member and advocate experience, service performance, operational efficiency, and financial outcomes • Ability to set multi-year strategy, manage outcome-based roadmaps and backlogs, prioritize investments, and make trade-off decisions • Experience leading through influence across complex stakeholder environments and establishing decision rights, accountability, and escalation paths • Experience leading within a product operating model, including durable cross-functional product teams, clear decision rights, outcome-based roadmaps, backlog prioritization, and continuous discovery and delivery • Experience connecting conversational channels with digital self-service and advocate-assisted interactions while preserving member intent and context • Experience partnering with contact center operational leaders to shape advocate experience vision, conversational channel strategy, product roadmaps, experience design, and delivered capabilities • Ability to use analytics, advocate feedback, service metrics, and human-centered design to shape priorities and measure improvements • Minimum download speed of 25 Mbps and upload speed of 10 Mbps for home internet service • Dedicated workspace without ongoing interruptions to protect member PHI/HIPAA information

🏖️ 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 • Personal wellness support • Smart healthcare decision support