Strategy Advancement Principle

Humana

2d • Remote

About The Position

Become a part of our caring community The Strategy Advancement Principle is a highly trusted, data-driven Sr. leader responsible for advancing Humana’s contact center strategy, with direct impact across multiple business units and external partners. Acts as a trusted thought partner and orchestrator for key enterprise initiatives supporting the Contact Center VP. The ideal candidate is recognized for exceptional organizational acumen, influential communication, and proven expertise in driving consensus and change at multiple leadership levels.

Requirements

• BA in Analytics, Mathematics, or Business.
• 3+ years of experience in project and people leadership
• Demonstrated ability to drive consensus and strategic outcomes in large, complex groups across multiple leadership levels.
• Exceptional organizational skills, with proven experience managing concurrent high-impact projects.
• Advanced negotiation and communication skills, with the ability to visualize and articulate concise, compelling messages.
• Strategic mindset with proven ability to assess upstream and downstream impacts, drive consensus, and influence decision-making at multiple leadership levels.
• Exceptional analytical skills, with experience in querying complex datasets, setting KPIs, tracking progress, building visualizations, and managing performance to expectations.
• Advanced communication, negotiation, and relationship-building abilities.

Nice To Haves

• MBA preferable
• Experience with contact center operations, performance management, and organizational transformation is highly preferred.

Responsibilities

• Provide strategic leadership for day-to-day performance reporting and support of Contact Center Team.
• Develop requirements and deliverables which may include Performance Metric Dashboard & Scorecards, ensuring robust performance tracking and actionable insights.
• Prepare executive-level presentations and briefings on demand, synthesizing complex information into impactful, concise messaging.
• Orchestrate and execute multiple critical projects and strategies simultaneously, typically managing various activities across the team and collaborating closely with internal leaders to drive continuous improvement and prioritized action.
• Support the coordination of team engagement activities, including staff meetings, executive summaries, quarterly town halls, focus groups, leader learning series, internal newsletters, and business reviews.
• Translate insights from these sessions into actionable outcomes, engaging relevant stakeholders as appropriate.
• Act as liaison to the business in senior executive forums that discuss performance, strategy, and overall support for Humana’s Mission.
• Support and influence Contact Center strategy, performance metrics, routines, and programs in alignment with Humana’s targets and mission for both internal and BPO teams.
• Provide analytics, performance reviews, and develop leadership presentations encompassing transformation, internal and BPO strategies, financials, and contact center health metrics.
• Act as liaison to the Division VP, supporting all strategic initiatives and serving as a trusted advisor.
• Demonstrated experience in planning, implementing, and reporting on distribution, sales, and other strategies.
• Specialized expertise in sales enablement, team restructuring and alignment, territory planning, and distribution model optimization, with a track record of driving Go-To-Market and growth initiatives.
• Support a large people center of ~13K plus with a P&L of ~$400M across multiple product lines, partnering with Contact Center Leadership on day-to-day strategies, BPO geo-strategies and design, resource allocation, compensation planning, and goal setting.
• Support the management of production and performance reporting ensuring data accuracy and actionable insights.
• Provide in-depth analysis of deepening activities, distribution partner effectiveness, and other KPI or business trends to forecast growth and help to optimize strategies based on market conditions and regulatory changes.
• Lead cross-functional collaboration with other areas within Humana, including, marketing, sales compensation, training, product development, finance, and risk to ensure cohesive execution of Contact Center strategies.

Benefits

• medical
• dental
• 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 and long-term disability
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior