Senior Lead Product Manager, Service Operations

Humana•Louisville, KY

3d•Remote

About The Position

The Senior Lead Product Manager will provide strategic product leadership and hands-on product ownership for Humana’s Service Operations portfolio. The role spans Incident Management, Major Incident Management, Problem Management, and Knowledge Management, with responsibility for identifying opportunities, designing solutions, defining requirements, writing user stories and acceptance criteria, prioritizing backlogs, and guiding delivery across products, platforms, and cross-functional teams. Working with engineering, operations, business, security, risk, and audit stakeholders, this position translates strategy and operational challenges into scalable processes, ServiceNow platform capabilities, and measurable outcomes. The role advances a proactive Service Operations model focused on reducing repeat incidents, speeding resolution and root cause analysis, improving knowledge quality and self-service, and enabling responsible use of generative AI, agentic AI, automation, virtual agents, and intelligent workflows. It leads products from discovery and MVP through enterprise launch, adoption, optimization, and lifecycle management, and establishes measures for product and operational performance. The role is remote, with remote hiring preferred near listed Humana office locations. 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 that protects member PHI/HIPAA information. Scheduled hours are 40 per week.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, Management Information Systems, or a related field.
12 or more years of experience in product management, technical product management, ITSM product ownership, or enterprise IT platform leadership.
Demonstrated experience as a Product Owner or Product Manager responsible for product strategy, roadmap development, solution design, backlog ownership, requirements definition, user story creation, and feature delivery.
Deep, expert ServiceNow product experience, including platform strategy, workflow design, integrations, upgrades, and lifecycle management.
Experience leading products or capabilities within Incident Management, Major Incident Management, Problem Management, or Knowledge Management.
Demonstrated ability to influence senior stakeholders and lead cross-functional teams in a matrixed organization without direct authority.

Nice To Haves

Master’s degree in Business Administration (MBA), Information Systems, Computer Science, Engineering, or a related field.
ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), Certified Application Developer (CAD), or other relevant ServiceNow certifications.
Experience evaluating or implementing generative AI, agentic AI, virtual agents, intelligent automation, or AI-assisted service management capabilities.
Working knowledge of ITIL practices, enterprise SaaS architecture, APIs, workflow engines, and IT operations technologies.
Experience defining and measuring outcomes such as incident reduction, mean time to resolution, repeat incident prevention, knowledge adoption, self-service utilization, or process automation.
Experience launching enterprise products from discovery and MVP through scaled implementation, adoption, and ongoing optimization.

Responsibilities

Own the Service Operations product portfolio across Incident Management, Major Incident Management, Problem Management, and Knowledge Management, aligning teams, capabilities, and platform investments.
Drive ServiceNow platform enhancements, integrations, upgrades, and product capabilities across the Service Operations portfolio.
Lead product backlog and feature definition, including user stories, acceptance criteria, process requirements, and business outcomes for engineering and platform teams.
Align product decisions with business priorities, user needs, operational risks, technical feasibility, and organizational OKRs.
Evaluate and enable generative AI, agentic AI, automation, virtual agents, and intelligent workflows to improve operational efficiency and incident response and resolution.
Partner with engineering, operations, security, risk, audit, and business stakeholders to translate operational needs into scalable processes and platform capabilities.
Establish success measures and reporting for incident reduction, resolution performance, repeat incident prevention, knowledge effectiveness, self-service adoption, automation, and overall product value.
Lead products from discovery and MVP development through enterprise launch, adoption, optimization, and lifecycle management.
Influence senior stakeholders and cross-functional teams through clear product narratives, data-driven recommendations, and measurable business outcomes.