Senior Product Owner – Brokerage Technology

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $94.9k - $130.5k / 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

• Define and drive the product vision, strategy, and roadmap for the Medicare contact center ecosystem, including Genesys Cloud CX and Salesforce CRM • Prioritize initiatives that improve agent productivity, customer experience, operational efficiency, and business outcomes • Act as the primary product liaison between business stakeholders, technology teams, and strategic vendor partners • Ensure solutions support carrier-agnostic operations and align with brokerage and FMO business objectives • Own and maintain the product backlog, translating business priorities into actionable user stories and release plans • Oversee configuration, integration, performance, and optimization of Genesys Cloud CX • Enhance IVR, call routing, workforce management, omni-channel engagement, and reporting capabilities • Lead evaluation and implementation of new contact center features • Manage vendor relationships, service-level agreements, and platform performance • Own the strategy and evolution of Salesforce CRM for Medicare sales, enrollment, agent management, and customer service • Drive Salesforce and Genesys Cloud CX integration, including CTI, screen pops, interaction tracking, call logging, and workflow automation • Design scalable CRM solutions that improve agent workflows and reduce administrative effort • Collaborate with Salesforce administrators, developers, architects, and third-party partners on enhancements, releases, and modernization • Ensure data quality, governance, consistency, user adoption, and business value across customer, member, agent, and broker records • Gather requirements and align priorities with Sales, Operations, Compliance, Agent Contracting, Commissions, Call Center Support, and external brokerage organizations • Facilitate cross-functional collaboration, remove roadblocks, manage dependencies, and ensure successful product delivery • Communicate product strategy, roadmap updates, and business outcomes to executive and operational stakeholders • Ensure telephony and CRM solutions comply with CMS regulations, Medicare requirements, and internal governance standards • Partner with quality, training, and operations teams to monitor performance, improve call quality, and enhance customer and agent experience • Define and monitor KPIs, dashboards, and reporting across Salesforce and Genesys • Use data-driven insights to identify opportunities, prioritize enhancements, and support strategic decision-making • Collaborate with analytics teams on actionable reporting and performance measurement frameworks

🎯 Requirements

• Applicants must be authorized to work for any employer in the U.S.; Humana is unable to sponsor or take over sponsorship of an employment visa • 5+ years of experience as a Product Owner or similar role in a call center or healthcare environment • Strong knowledge of Salesforce and Genesys Cloud CX • Experience working with Medicare sales operations, preferably within an FMO or brokerage setting • Familiarity with carrier-agnostic workflows and CMS compliance requirements • Excellent communication, stakeholder management, and agile delivery skills • Experience with Jira, Confluence, and Agile/Scrum methodologies • Preferred: experience integrating telephony systems with CRM platforms such as Salesforce or HubSpot • Preferred: knowledge of broker onboarding, lead distribution, and call tracking workflows • Preferred: technical understanding of APIs and cloud-based contact center architecture • Minimum home internet speed of 25 Mbps download and 10 Mbps upload for home or hybrid home/office employees • Ability to work from a dedicated space 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 and smart healthcare decision support • Occasional travel to Humana offices for training or meetings • Virtual pre-screen scheduled at a time best suited to the applicant