Director, Product Management

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $168k - $231k / year

⏰ Full Time

🔴 Lead

✅ 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

• Lead the vision, strategy, and execution for the enterprise IVR ecosystem • Own roadmap creation and delivery for IVR capabilities using Google GECX, including voice bots, routing logic, LLM/NLU/NLP models, call intent prediction, and virtual-agent experiences • Drive adoption of generative and agentic IVR capabilities • Own the full product lifecycle for the CenterWell IVR and voice automation portfolio • Translate business priorities and customer pain points into technical product strategies • Build and lead high-performing product teams • Hire and develop talent with IVR, NLU, and conversational AI expertise • Validate product effectiveness through intent capture/accuracy, authentication, containment, deflection, CSAT/NPS, and call-efficiency KPIs • Partner with engineering, operations, contact center, analytics, CX, and UX teams • Represent the business for IVR-related initiatives across the enterprise • Drive governance, consistency, standards, reusable components, and scalable design patterns across IVR platforms • Support delivery teams, remove blockers, and ensure quality and cost expectations are met • Conduct solution-wide evaluations across architecture, LLM/NLU models, routing, and system integrations • Manage risks, dependencies, and cross-team prioritization for IVR and conversational AI initiatives

🎯 Requirements

• Bachelor’s Degree • 8+ years of product management or technology leadership experience • At least 5+ years focused on IVR and voice automation • Deep hands-on experience with IVR platforms such as Google and Genesys • Proven delivery of generative-AI-powered and agentic IVR conversational experiences • Strong understanding of IVR self-service, digital deflection, call routing, telephony, SIP, APIs, and backend system integration • Experience delivering multi-year product roadmaps with agile and human-centered design practices • Ability to manage, coach, and grow high-performing teams • Excellent communication skills with executive presence • Demonstrated ability to present and influence C-Suite Leadership • Demonstrated success with OKR-driven product delivery • Experience managing large enterprise-scale, cross-functional initiatives • Minimum home internet speed of 25 Mbps download and 10 Mbps upload • Ability to work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information • MBA or Master’s Degree preferred • Healthcare experience preferred • Experience modernizing legacy IVR into cloud-native conversational voice platforms, specifically Google GECX/Playbooks preferred • Direct experience leading teams building conversational AI (voice and chat) preferred • Familiarity with cloud contact center platforms such as Genesys, Nuance, Amazon Connect, and Five9 preferred

🏖️ 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 • Whole-person wellness benefits • Dedicated home workspace requirement supporting remote work • Home internet service support/eligibility for remote work