Senior Lead Product Manager, Service Operations

Humana•Tampa, FL

4d•$126,300 - $173,700•Remote

About The Position

The Senior Lead Product Manager, Service Operations, combines strategic product leadership with hands-on product ownership. The role is responsible for identifying opportunities, designing solutions, defining product requirements, writing user stories and acceptance criteria, prioritizing backlogs, and guiding delivery across multiple products, platforms, and cross-functional teams. Working with engineering, operations, and business stakeholders, the position advances a proactive Service Operations model intended to reduce repeat incidents, accelerate resolution and root cause analysis, improve knowledge quality and self-service adoption, and enable responsible use of generative and agentic AI. The product portfolio spans Incident Management, Major Incident Management, Problem Management, and Knowledge Management. The role drives ServiceNow platform enhancements, integrations, upgrades, and capabilities; aligns product decisions with business priorities, user needs, operational risks, technical feasibility, and organizational OKRs; and establishes measures for operational and product outcomes. The position leads products from discovery and MVP through enterprise launch, adoption, optimization, and lifecycle management, and influences senior stakeholders and cross-functional teams through clear product narratives and data-driven recommendations. This is a remote position with hiring preference for candidates near listed Humana offices. 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 work space that protects member PHI/HIPAA information. The position is scheduled for 40 hours 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.
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 experience influencing senior stakeholders and leading 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 spanning 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 turn 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.