Program Delivery Lead – Patient Experience Survey Operations

Humana

1d • Hybrid

About The Position

The Program Delivery Lead for Patient Experience Survey Operations owns the end-to-end operational health and stability of Humana’s patient experience survey program, ensuring consistent, compliant, and high-quality execution across the full survey lifecycle. This role drives day-to-day operations by monitoring performance, managing vendor delivery and service levels, resolving issues, and proactively mitigating risks that could affect data integrity, regulatory compliance, or trust in results. The position establishes and sustains strong oversight through clear operating rhythms, performance reporting, and decision-making forums, while partnering closely with vendors and internal analytics, technology, and compliance teams to protect data security and accuracy. Success requires strong vendor and stakeholder management, disciplined operational oversight, comfort navigating complex, matrixed environments, and the ability to translate operational insights into clear, executive-level communication, with a continuous improvement mindset to support scalability and future growth of the survey program. This role is accountable for ensuring consistent, reliable execution across all phases of the survey lifecycle, maintaining operational discipline, and overseeing vendor performance to deliver high-quality, compliant outcomes. The Program Delivery Lead drives day-to-day operational execution by monitoring performance, managing throughput, and proactively identifying and mitigating risks that could impact quality, compliance, or trust. This role enforces adherence to defined processes, service levels and controls across internal teams and external partners, ensuring stability and consistency in delivery. Success in this role requires the ability to establish and sustain effective oversight —setting clear operating rhythms, performance reporting standards, and decision-making forums that promote transparency and accountability across internal teams and external partners. The Program Delivery Lead partners closely with vendors, analytics, technology, and compliance stakeholders to protect data integrity, uphold regulatory and privacy standards, and ensure insights derived from the survey are accurate, timely, and actionable. The ideal candidate demonstrates strong vendor and stakeholder management skills, balances attention to detail with systems-level thinking, and brings a continuous improvement mindset to operational challenges. They are comfortable navigating complexity, influencing across a matrixed enterprise, and translating operational data into clear, executive-ready communication.

Requirements

• Bachelor’s degree in business administration, computer science, design, mathematics, or information technology or any field
• Minimum 7 years of program delivery, technical and/or operations experience
• Experience working with data-driven programs
• Demonstrated success in operating complex software products and coordinating cross-functional teams.
• Demonstrated experience managing vendors
• Strong background in operational metrics, service level management, and risk controls
• Excellent communication, leadership, influence, and stakeholder management skills

Nice To Haves

• Experience supporting patient, member, or customer experience measurement programs
• Experience working with data-driven programs, preferably in healthcare, patient experience, or regulated environments.
• Experience with Medicare CAHPS and/or HOS

Responsibilities

• Own the end-to-end operational health of the patient experience survey program, including day-to-day stability, structured issue resolution (intake, triage, escalation, resolution), and oversight of survey vendors to ensure consistent, high-quality delivery.
• Define, monitor, and enforce vendor performance and service level agreements (SLAs), ensuring accountability for throughput quality, and timeliness, and proactively address risks that could impact delivery or compliance.
• Operate and maintain a structured operational model, including regular operating cadences, tracking decisions and actions, and ensuring follow-through on escalations to drive transparency and accountability.
• Ensure the integrity, accuracy, and security of survey data by monitoring end to end data flow and maintaining operational controls, partnering with technology, analytics, and compliance teams to uphold regulatory and privacy requirements.
• Maintain and improve operational and oversight processes, including documentation, controls and adherence to IT change control and release management standards, to support scalability, enabling the survey program to grow with business needs, volume changes, and future experience strategies.

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: Senior
• Number of Employees: 5,001-10,000 employees