Associate Vice President, Consumer Service Operations

Humana

22h • Remote

About The Position

The Associate Vice President, Consumer Service Operations role is a critical role that requires an in-depth understanding of how organization capabilities interrelate across multiple segments and/or enterprise wide. This role is the seniormost leadership position for the CenterWell Pharmacy Call Center and responsible for all aspects of management for internal and vendor inbound/outbound call and chat teams, for operational call center reporting, and for monitoring and delivering consumer experience results. This leader will play an integral role in supporting business development, transformation work, and both new product and technology implementations. This individual will serve as a member of the CWP Leadership team and will be a strong influencer of change through relationships and both Pharmacy and enterprise priority alignment.

Requirements

• 10-12+ years of progressive leadership experience in healthcare operations, contact center management, PBM, or specialty pharmacy environments
• 8+ years direct experience leading large-scale, multi-site or enterprise contact center operations (500+ FTEs, including BPO/vendor environments)
• 10+ years of technical experience leading or implementing AI-driven contact center automation, including voice AI, chatbots, and intelligent virtual agents
• Bachelor’s Degree and/or equivalent experience (2 years’ experience per year of education as a equivalent substitute)
• 10 years of technical operational experience in a call center or operational environment
• 8 or more years of direct management experience, leading not only individual contributors, but leading larger-scale operations of layers of leaders
• Experience with department budget oversight
• Prior demonstrated experience of driving operational improvements that support business strategy
• Prior demonstrated experience with project management, process improvement or process design
• Demonstrated problem solving skills; ability to give direction and make sound business decisions
• Demonstrated capability with coaching and developing associates formally and informally
• Demonstrated success as a collaborative leader and strong client relationship skills
• Must meet Work-At-Home Requirements for privacy and security
• Must provide a high-speed DSL or cable modem for the home office.
• A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload).

Nice To Haves

• Master’s Degree
• Prior Experience in healthcare or insurance setting

Responsibilities

• Working and collaborating with leaders across the Humana enterprise, this position will develop a comprehensive knowledge of call center business strategies, capabilities, and best practices
• Develop and execute our Consumer Service vision and strategy, promoting a consumer-centric mindset across the organization
• Establishes organizationally aligned performance goals, timelines and outcome measures.
• Oversees incentive design and tracking for call center associates
• Manages our BPO/Vendor strategy, pricing, and contracting, ensuring vendor partners meet the service level agreements and timeline
• Responsible for prioritizing and adjusting the strategic plan and initiatives in response to organizational, regulatory or market driven imperatives.
• Directly responsible for a total team of 500 internal FTEs, and over 2000 vendor associates that help support customer experience
• Owns all customer service for members who can leverage CenterWell Pharmacy for their prescription or OTC benefit. This includes the components of Inbound Calls, Outbound Calls, Vendor Management, Operational Reporting, and Consumer Experience.

Benefits

• Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees