[Hiring] Associate Vice President, Medicare Inbound Contact Operations @Humana

Role Description

The Associate Vice President (AVP), Medicare Inbound Contact Operations is responsible for the strategic and operational leadership of one of Humana's largest and most complex contact center portfolios. The role leads an integrated service organization composed of internal associates and more than 12,000 associates employed by business partner organizations across a geographically dispersed delivery footprint. This position supports Individual Medicare, Group Medicare, Disenrollment, Member Solutions, chat, and related member service functions across assisted and digital channels.

The AVP defines service excellence for the Medicare inbound portfolio and establishes the strategy, operating roadmap, and performance disciplines required to deliver a simpler, more consistent member experience. This leader is accountable for balanced outcomes across:

• Stars and call quality
• NPS and customer experience
• Growth and retention
• Productivity and cost transformation
• Regulatory compliance
• Associate engagement
• Digital and automation advancement

Operating in a highly matrixed environment, the AVP partners across various functions to optimize resources, leverage enterprise synergies, expand member self-service, reduce avoidable contact, and deliver sustainable operating improvement. The successful candidate will balance strategic vision with disciplined execution while building a high-performing, engaged internal and global partner workforce.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or a related discipline.
• 10 or more years of progressive leadership experience in contact center operations, customer service, healthcare operations, or a related environment, including significant experience leading leaders and complex organizations.
• Demonstrated success defining and executing a service excellence vision and strategy for large-scale, multi-site operations.
• Experience leading transformation, digital and automated capabilities, product or service innovation, and sustainable productivity improvement.
• Extensive experience governing outsourced or BPO operations across geographically dispersed, nearshore, offshore, or global delivery models.
• Proven ability to influence senior leaders and diverse stakeholders in a large, highly matrixed, regulated organization.
• Strong financial, workforce, operational planning, data analytics, process improvement, and risk management capabilities.
• Excellent written and verbal communication skills, executive presence, and the ability to move effectively between strategic direction and tactical execution.
• Demonstrated commitment to attracting, mentoring, developing, and retaining leadership talent.

Requirements

• MBA or another business-related advanced degree.
• Executive leadership experience within healthcare, health insurance, financial services, or another highly regulated service industry.
• Experience leading operations of significant scale with a blended internal and external workforce.
• Experience leading omnichannel customer experience transformation across voice, IVR, CRM, chat, messaging, social, self-service, automation, or AI-enabled capabilities.
• Lean, Six Sigma, process excellence, change management, or continuous improvement credentials.

Benefits

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Paid time off, including company and personal holidays
• Paid parental and caregiver leave
• Short-term and long-term disability
• Life insurance
• Many other opportunities supporting whole-person well-being

Work at Home Requirements

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service must meet the following criteria:

• Minimum download speed of 25 Mbps
• Minimum upload speed of 10 Mbps
• Wireless, wired cable, or DSL connection is suggested

In certain roles, the minimum recommended internet speed may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job-related skills, knowledge, experience, education, certifications, etc.

$168,000 - $231,000 per year

This job is eligible for a bonus incentive plan based upon company and/or individual performance.

Application Deadline

10-12-2026

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.