Senior Lead Product Manager, Service Operations

Humana•Tampa, FL

1d•$126,300 - $173,700•Remote

About The Position

The Senior Lead Product Manager combines strategic product leadership with hands-on product ownership for Humana’s Service Operations portfolio. The role identifies opportunities, designs solutions, defines product requirements, writes user stories and acceptance criteria, prioritizes backlogs, and guides delivery across products, platforms, and cross-functional teams. It works with engineering, operations, and business stakeholders to advance a proactive Service Operations model that reduces repeat incidents, accelerates resolution and root cause analysis, improves knowledge quality and self-service adoption, and enables responsible use of generative and agentic AI. The position owns capabilities spanning Incident Management, Major Incident Management, Problem Management, and Knowledge Management, and drives ServiceNow platform enhancements, integrations, upgrades, and lifecycle management. It leads products from discovery and MVP development through enterprise launch, adoption, optimization, and ongoing lifecycle management. The role establishes success measures and reporting, aligns product work with business priorities and organizational OKRs, and influences senior stakeholders through clear product narratives, data-driven recommendations, and measurable outcomes. This is a remote position with flexible work-location options; remote hiring is preferred 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 speeds and a dedicated workspace that protects member PHI/HIPAA information. Scheduled hours are 40 per week. The position is eligible for a performance-based bonus incentive. The stated annual base-pay range is $126,300–$173,700, subject to location and individual qualifications.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, Management Information Systems, or a related field.
At least 8 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 in Incident Management, Major Incident Management, Problem Management, or Knowledge Management.
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 certification.
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 work 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 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.