Provider CRM Lead

Humana

1d•$126,300 - $173,700•Remote

About The Position

The Provider CRM Lead (Lead Product Manager) defines and advances the strategy, roadmap, and adoption of Provider CRM capabilities to support a connected, data-driven provider experience. The role partners with business, operations, digital, analytics, and technology teams to improve provider engagement, relationship management, workflows, and actionable insights for field and operational teams. It translates business priorities into scalable capabilities intended to improve provider satisfaction, operational efficiency, and business outcomes. The position reports to the AVP, Product Management. The role defines the long-term vision and roadmap for CRM capabilities and customer engagement platforms, aligns investments with business objectives and customer needs, and identifies opportunities to improve acquisition, retention, loyalty, and lifetime value. It leads product lifecycle management from discovery through delivery and optimization, prioritizes initiatives using data and stakeholder input, develops business cases and success metrics, and mentors product managers and cross-functional team members. The role owns CRM capabilities including customer profiles, segmentation, lead and campaign management, workflow automation, reporting, and integrations. It partners with engineering on scalable architecture and platform enhancements, drives modernization and adoption of AI-driven personalization and automation, and ensures data quality, governance, privacy, and compliance. This is a remote position. Occasional travel to Humana offices for training or meetings may be required. Home or hybrid employees must have internet service with at least 25 Mbps download and 10 Mbps upload, and a dedicated workspace without ongoing interruptions to protect member PHI/HIPAA information. The role is scheduled for 40 hours per week. It is not eligible for work visa sponsorship.

Requirements

Bachelor’s degree.
8+ years of experience leading CRM implementation.
2+ years of project leadership experience.
Ability to translate business priorities into product requirements, user stories, roadmaps, and delivery plans.
Experience partnering across business, operations, technology, analytics, and digital teams to implement enterprise solutions.
Strong analytical skills and ability to use data, performance metrics, and stakeholder feedback to drive continuous improvement.
Excellent communication, stakeholder management, and change management skills.

Responsibilities

Define and communicate the long-term vision, strategy, and roadmap for CRM capabilities and customer engagement platforms.
Align CRM investments with business objectives, customer needs, and growth strategies.
Identify opportunities to improve customer acquisition, retention, loyalty, and lifetime value through CRM innovation.
Monitor industry trends, emerging technologies, and competitive CRM capabilities.
Lead end-to-end product lifecycle management from discovery through delivery and ongoing optimization.
Prioritize initiatives using data, customer insights, business outcomes, and stakeholder feedback.
Develop business cases and success metrics for product investments.
Mentor and guide other product managers and cross-functional team members.
Own CRM platform capabilities including customer profiles, segmentation, lead management, campaign management, workflow automation, reporting, and integrations.
Partner with engineering teams to define scalable architecture and platform enhancements.
Drive platform modernization and adoption of AI-driven personalization and automation capabilities.
Ensure data quality, governance, privacy, and compliance standards are maintained.