Lead Product Manager, Compliance Ops

Humana

18h•$126,300 - $173,700•Remote

About The Position

The Lead Product Manager, Compliance Operations, owns the operational management of Humana’s FHIR APIs and healthcare interoperability products. The role is accountable for day-to-day API operations, partner onboarding, production support, operational performance, and continuous operational improvement. It serves as the primary business owner for the operational experience of providers, payers, third-party applications, and other approved partners using Humana’s interoperability APIs, coordinating with IT and other stakeholders to maintain reliable, scalable, and effective operations. The role owns the end-to-end partner onboarding lifecycle, from initial request through registration, access and authentication coordination, connectivity, testing, production enablement, and transition to ongoing support. After onboarding, it owns the API support model, coordinating technical investigation and resolution, issue triage, escalations, partner communications, and follow-up on recurring operational concerns. The position identifies operational trends, onboarding friction, support issues, incidents, and opportunities for automation or process improvement, translating them into operational enhancements and prioritized backlog items. Its product enhancements are focused on operational effectiveness, supportability, reliability, onboarding, and production operations—not new business capabilities or strategic product enhancements. Regulatory Compliance retains primary ownership of regulatory interpretation and compliance oversight; this role supports that function with operational information and requested API, onboarding, support, and performance data. The Lead Product Manager exercises independent judgment on complex operational issues and works under minimal supervision. The role coordinates business, product, technology, operational, and external stakeholders; maintains operational procedures, documentation, and reporting; communicates performance and risks to leadership; and mentors Product Managers and Product Owners in FHIR API operations and related practices. This is a remote position with occasional travel to Humana offices for training or meetings. Home or hybrid home/office employees must have internet service with at least 25 Mbps download and 10 Mbps upload and a dedicated workspace that protects member PHI/HIPAA information.

Requirements

Bachelor’s degree or equivalent experience.
5+ years of experience in Product Management, Product Operations, Healthcare Technology, Technical Operations, Business Analysis, or a related field.
3+ years of experience leading cross-functional initiatives involving business and technology teams.
Experience owning or supporting production APIs, integration platforms, technology products, or healthcare data exchange capabilities.
Experience with partner onboarding, implementation, production operations, or technical support.
Experience coordinating production issues and escalations across business and technology teams.
Experience working within healthcare payer, provider, healthcare technology, or interoperability environments.
Knowledge of healthcare interoperability technologies and standards, including APIs, FHIR, HL7, OAuth, or related healthcare data exchange technologies.
Experience developing and managing operational processes, support models, procedures, documentation, and performance metrics.
Experience translating operational needs and production findings into prioritized backlog items.
Strong stakeholder management, communication, facilitation, and presentation skills.
Demonstrated ability to lead and influence cross-functional teams without direct authority.
Strong analytical and problem-solving skills, including the ability to assess operational, business, technical, and compliance impacts.
Experience working in Agile environments and collaborating with Product Owners and technology delivery teams.

Nice To Haves

Master’s degree in Business Administration, Healthcare Administration, Public Health, Information Systems, or a related field.
SAFe Agile, Product Management, ITIL, or related product/operations certification.
Experience operating FHIR APIs in a production healthcare environment.
Experience supporting CMS interoperability capabilities, including Patient Access, Provider Access, Payer-to-Payer, Prior Authorization, and Provider Directory APIs.
Experience managing provider, payer, or third-party application API onboarding and production support.
Experience with API registration, authentication, authorization, identity and access management, and partner connectivity processes.
Knowledge of production support disciplines, including incident management, problem management, root-cause analysis, escalation management, monitoring, and service performance.
Experience using operational data and support trends to drive continuous improvement and backlog prioritization.
Experience defining or managing operational KPIs, SLAs, onboarding metrics, and support performance metrics.
Familiarity with healthcare integration technologies, HIT, EDI, API gateways, and API management platforms.
Experience with Azure DevOps and Agile product management practices.

Responsibilities

Own day-to-day operations of Humana’s FHIR APIs and interoperability products, including Patient Access, Provider Access, Payer-to-Payer, Prior Authorization, Provider Directory, and related capabilities.
Monitor API operational performance, production issues, support trends, incidents, dependencies, and operational risks.
Coordinate with IT stakeholder teams to investigate and resolve API incidents, service issues, defects, and other production concerns.
Establish operational ownership, escalation paths, procedures, and handoffs across Product, IT, Architecture, Security, Identity and Access Management, and other supporting teams.
Communicate API operational health, significant incidents, risks, dependencies, and remediation status to leadership and stakeholders.
Own end-to-end onboarding for providers, payers, third-party applications, and other approved partners, from initial request through production enablement and ongoing support.
Coordinate onboarding activities and dependencies across business, IT, security, identity, architecture, and other stakeholder teams.
Develop and maintain standardized onboarding processes, documentation, intake procedures, partner communications, and escalation paths.
Monitor onboarding performance and identify ways to reduce delays, simplify processes, improve partner experience, and increase operational scalability.
Own the post-onboarding support model for FHIR APIs and external interoperability partners.
Establish processes for partner questions, support requests, production issues, incident escalation, issue triage, and ongoing partner communications.
Coordinate technical investigation and resolution with IT teams while maintaining ownership of the overall support experience.
Ensure issues have clear ownership, appropriate prioritization, documented resolution paths, and effective communication with impacted stakeholders.
Analyze incidents, support trends, onboarding friction, operational metrics, recurring issues, and partner feedback to identify improvement opportunities.
Identify opportunities for process simplification, automation, improved monitoring, enhanced documentation, and scalable operational support.
Translate operational needs into enhancements and backlog items and work with Product Owners and delivery teams to prioritize and implement them.
Keep enhancements within the scope of operational effectiveness, supportability, reliability, onboarding, and production operations rather than new business capabilities or strategic product enhancements.
Partner with Regulatory Compliance while maintaining a clear separation between operational ownership and regulatory compliance ownership.
Provide requested API operational, onboarding, support, performance, and other relevant data to Regulatory Compliance.
Maintain operational documentation and records to support compliance inquiries, assessments, and audit-readiness activities.
Define and maintain reporting and metrics covering API operations, onboarding, support demand, issue resolution, service performance, and operational improvements.
Drive collaboration across Product, Product Owners, IT, Architecture, Security, Identity and Access Management, Regulatory Compliance, Operations, and other stakeholder teams.
Serve as a central point of operational coordination for FHIR API onboarding, production support, and operational issues.
Communicate operational performance, risks, trends, and improvement opportunities to senior leadership.
Maintain current operational procedures, onboarding materials, support documentation, requirements, and business artifacts.
Mentor Product Managers and Product Owners on FHIR API operations, partner onboarding, production support, and operational product management practices.