VP, COE Client Services

Job not on LinkedIn

🔥 8 minutes ago

🐎 Kentucky – Remote

🐎 Kentucky – Remote

⏰ Full Time

🔴 Lead

📁 Client Services

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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.

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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 execute Humana’s enterprise Contact Center COE strategy and multi-year roadmap • Establish enterprise standards, policies, decision rights, operating rhythms, and governance forums • Build and lead a high-performing organization, including succession and talent pipelines • Oversee end-to-end omnichannel customer journeys across voice, IVR, CRM, chat, messaging, mobile notifications, and emerging channels • Sponsor enterprise onboarding, role-based learning, certification, knowledge management, and continuous development • Define enterprise KPIs, scorecards, dashboards, and performance reviews • Provide executive oversight for contact center platforms, automation, AI-enabled capabilities, and product roadmaps • Drive continuous improvement in customer satisfaction, quality, compliance, productivity, cost, and employee experience • Partner with business operations, Digital, Technology, Clinical, Finance, Risk, Compliance, Legal, Procurement, and HR leaders • Shape business cases, investment decisions, capacity plans, and value realization while ensuring regulatory, privacy, security, accessibility, audit, and operational risk requirements • Translate strategy into executable plans, govern cross-functional delivery, drive adoption and workforce readiness, manage risks and dependencies, and realize measurable outcomes • Report to a Senior Vice President and operate across business segments and enterprise functions

🎯 Requirements

• Bachelor’s degree in Business Administration, Operations Management, Healthcare Administration, Technology, or a related discipline • 12 or more years of progressive leadership experience across contact center operations, customer experience, operational excellence, technology enablement, or enterprise transformation • Significant experience leading leaders and complex organizations • Demonstrated success defining enterprise strategy, establishing governance, and delivering large-scale transformation across multiple business units, channels, or operating environments • Experience owning enterprise performance frameworks and improving customer satisfaction, quality, compliance, productivity, cost, digital adoption, and employee engagement • Proven ability to lead technology-enabled modernization involving omnichannel platforms, automation, analytics, AI, CRM, workforce tools, or related contact center capabilities • Experience influencing senior executives and leading cross-functional decisions in a highly matrixed, regulated, and operationally complex environment • Strong financial and business acumen, including developing business cases, prioritizing investments, managing budgets, and tracking benefits realization • Ability to work in a highly matrixed model • Ability to support critical business priorities, executive forums, and periodic travel • Minimum internet speed of 25 Mbps download and 10 Mbps upload for work-from-home arrangements • Ability to work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information

🏖️ Benefits

• Remote work arrangement • Occasional travel to Humana offices for training or meetings • Dedicated workspace requirement to protect member PHI/HIPAA information • Employer-provided work-from-home internet requirements/support guidance • 40 scheduled weekly hours