Director, Communication Platform Operation & Production

Humana

12h • Remote

About The Position

The Director, Communications Platform Operations & Production is responsible for the strategic direction, governance, and evolution of enterprise platforms that enable regulated and operational communications at scale. Reporting to the AVP of CRM Marketing, this role leads cross-functional teams that design, govern, and execute compliant, ADA-accessible, and multilingual communications across platforms including SmartCOMM, OpenText/Dialogue, and Adobe Journey Optimizer. As the operational leader for communication technologies, the Director sets platform roadmaps, drives modernization and simplification, and ensures seamless integration across channels and systems. Through strong governance, reusable capabilities, and disciplined execution, this leader ensures timely, accurate, and accessible communications that strengthen trust and empower people to confidently manage their health.

Requirements

• Bachelor's degree in Communications, Information Systems, Business, Engineering, or related field; or equivalent years of related experience.
• 10+ years of experience in communications operations, MarTech/platform delivery, or regulated communication environments.
• 3+ years leading production, platform, or technical execution teams in complex, matrixed organizations.
• Proven experience delivering high-volume, regulated communications across multiple platforms with strong governance and quality controls.
• Experience with ADA/508 accessibility, multilingual communications, and compliance-driven delivery.
• Strong cross-functional leadership skills and experience partnering with MarTech and IT.
• Background in healthcare, insurance, or other highly regulated industries.

Nice To Haves

• Master's degree in a related discipline.
• Experience with SmartCOMM, OpenText/Dialogue, Adobe Experience Platform, or similar CCM technologies.
• Leadership in platform modernization, migration, or consolidation efforts.
• Familiarity with component-based development and reusable content models.
• Agile, Lean, Six Sigma, or change leadership experience.

Responsibilities

• Lead hands-on execution teams delivering regulated and operational communications across SmartCOMM, OpenText/Dialogue, Adobe Experience Platform, ADA, and Translations.
• Ensure reliable, fulfillment-ready production through disciplined workflows, clear ownership, SLAs, and operational controls.
• Provide transparency into delivery status, dependencies, risks, and decisions across platforms and initiatives.
• Lead enterprise ADA and Translation operations to deliver accessible, multilingual communications across print, digital, and alternate formats.
• Embed accessibility and language standards into templates, components, logic, and platform workflows.
• Standardize inclusive communication practices to improve speed, quality, and consistency.
• Establish and enforce platform governance for templates, components, triggers, data inputs, formatting, and version control.
• Ensure communications meet regulatory, accessibility, and enterprise quality standards with audit-ready documentation.
• Reduce risk and defects through standardized development patterns and continuous improvement.
• Lead and develop cross-platform builder teams with a focus on accountability, cross-training, and execution excellence.
• Build expertise in component-based development, accessibility standards, platform optimization, and documentation rigor.
• Partner closely with Regulated & Operational Communications leaders to translate upstream requirements into scalable builds.
• Serve as operational owner for the communications technology stack, ensuring readiness, performance, and scalability.
• Guide platform migrations, tooling simplification, and modular development models in partnership with MarTech and IT.
• Enable new capabilities, automation, and reusable frameworks that accelerate delivery and reduce complexity.

Benefits

• Medical benefits
• Dental benefits
• 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 disability
• Long-term disability
• Life insurance
• Bonus incentive plan

What This Job Offers

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