Description

The Lead Product Manager Conceives of, develops, delivers, and manages products for customer use. The Lead Product Manager works on problems of diverse scope and complexity ranging from moderate to substantial.

Responsibilities

Be a strategic leader in cutting-edge Healthcare technology! Humana is seeking an Enterprise Voice Lead Product Manager who will have responsibility and accountability to ensure the deployment, ongoing management, and maintenance of a new hosted IVR, and current, sun setting on premise IVR.  This is an exciting opportunity for forward-looking technology leaders to make key contributions to the evolution and transformation of the company’s critical contact infrastructure.

This role may leverage voice of the customer, NPSt, root cause, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision. Uses independent judgment requiring analysis of variable factors and determining the best course of action. Will manage a team of 6 or more including contractors.

Required Qualifications

• Bachelor’s Degree or equivalent experience
• 5+ years of professional experience working with voice technologies
• 2+ years of management experience (up to 8 individuals)
• Knowledge CTI, Telecom & IVR Technologies, Advanced Natural Language Speech Recognition, etc…;
• Agile/SAFe dev ops experience;
• Definition and development of operational KPIs and metrics;
• Experience working on process improvement projects to improve the customer experience;
• Experience in use case design in a multi-channel environment;
• Prior experience working closely with internal IT and external vendors including contract management;
• Must have excellent communication and organizational skills;
• Ability to presenting to all levels of an organization, up to and include C-Suite;

Preferred Qualifications

• MBA
• SAFe POPM Certification
• Scrum Master Certified

Scheduled Weekly Hours

40