The Lead, Portfolio Manager is the overall Program Office leader for our Customer Experience Center Platform (CECP). This program will deliver enterprise transformation and modernization of our contact center capabilities bringing new and connected experiences for our customers. This mission-critical role will lead integrated planning for the CECP program, including organizing and prioritizing projects and programs based on IT Strategy, strategic roadmap, available and prioritized budgets. Adjusts program rollout schedules as needed, coordinates prioritization across the enterprise, and ensures that the appropriate financial and organizational resourcing support is being allocated to achieve CECP program goals.

Responsibilities

The Lead, Portfolio Manager works closely with and advises executives across Humana to operate program portfolio governance and drive decisions. Oversees risks and dependencies across the broader CECP program as capabilities are deployed throughout the enterprise. Serves as the point of escalation for CECP product management functions and ensures resolution.

This role will focus on:

Being a consistent and innovative leader of agile portfolio management

• Oversees the successful scoping, prioritization, and support of the activities associated with the CECP program across the enterprise

• Establishes and coordinates decentralized program execution across the enterprise

• Oversees risks, decisions, and key dependencies, and appropriately mitigates or escalates when needed

• Understands what success looks like for the team and continuously drives towards that vision

• Anchors decisions in the customer experience

• Brings innovation to CECP operations and program execution

Leading integrated planning for the CECP program

• Owns the overall CECP program roadmap

• Coordinates prioritization across the enterprise based on CECP program strategy

• Ensures financial and organizational resourcing support is aligned across the enterprise based on CECP program roadmap

Overseeing CECP program transformation activities

• Partners with project managers to ensure a tailored set of plans with key activities and milestones are developed for each implementation of CECP

• Drives collaboration between team members and areas of the enterprise for each implementation of CECP

• Ensures key results are established, met, and shared for the CECP program as well as for each implementation across the enterprise

• Manages and drives progress of multiple implementations and workstreams across the enterprise

• Reports out on CECP program portfolio status to executives across the enterprise

Required Qualifications 

• Bachelor's degree or equivalent experience

• 7+  years of relevant experience managing large projects or programs and producing metrics, measurements and trend reports 

• 5+ years of program leadership experience 

• Ability to manage multiple tasks and deadlines with attention to detail 

• Ability to communicate simply, effectively and deliver presentations to senior leaders 

• Able to collaborate with all levels of the organization 

• Exceptional written and verbal communication skills 

• Excellent active listening skills 

• Experience working in an agile environment with agile methodology  

• Flexible and adaptive; able to work in ambiguous and complex situations

• Experience with all Microsoft tools, including Project 

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences 

Preferred Qualifications 

• MBA or other Advanced Degree 

• Possess a solid understanding of operations, technology, communications and processes 

• Scaled Agile Certification 

• Six Sigma certification 

• PMP certification