[Hiring] Contact Center Operations & Implementation Lead @Humana

Role Description

The Medicaid Contact Center Operations & Implementation Lead supports the growth and performance of Medicaid and Integrated contact center operations. The role is responsible for leading contact center operational readiness and implementation for new state launches and program expansions while also providing ongoing operational support across Medicaid/Integrated contact center programs.

This position partners closely with Inbound Contact Center leadership and cross-functional stakeholders to drive operational excellence, improve member experience, and ensure scalable efficient operations across the portfolio of Medicaid/Integrated contact centers.

Job Responsibilities:

• Serve as the operational subject matter expert for Medicaid and Integrated contact center operations, supporting both new state implementations and ongoing operational performance.
• Lead end-to-end contact center operational readiness for Medicaid & Integrated implementations including launch planning, staffing readiness, go-live execution, and post-launch stabilization.
• Translate implementation requirements (including contract/RFP expectations) into operational deliverables to ensure alignment with contact center capabilities and compliance standards.
• Partner with cross-functional teams (Workforce Management, Training, Quality, Market/Program Leadership, Compliance, and Operations) to ensure implementation milestones and deliverables are achieved.
• Monitor and analyze key performance indicators (KPIs) to identify performance trends, improvement opportunities and recommend strategies to improve operational efficiency, service outcomes, and member experience.
• Support the design, implementation, and scaling of standardized contact center best practices across all Medicaid and Integrated contact centers.
• Provide routine operational and implementation performance updates including progress, risks, and recommendations for resolution.
• Operate with a high level of independence and exercise sound judgment and decision making in resolving complex operational issues and driving implementation decisions.

Reporting Relationship:

This position will report directly to the Director, Inbound Contacts.

Qualifications

• Bachelor's Degree
• 5+ years experience in Contact Center Operations
• 2+ years of leading operational initiatives, implementations or cross-functional workstreams
• 2+ years experience in Medicaid Managed Care Contact Center Operations
• Experience in Contact Center Systems and Processes (call handling, etc.)
• Work independently and lead contact center operations discussions and provide insights
• Work with Leadership on operations strategies and key initiatives
• Travel as needed for business needs

Preferred Qualifications

• Experience with new State implementations launches
• Experience in Operations process improvement
• MBA

Additional Information

• To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:
  • At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested.
  • Satellite, cellular and microwave connection can be used only if approved by leadership.
  • Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• 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.

$86,300 - $118,700 per year

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

Description of Benefits

• Humana, Inc. and its affiliated subsidiaries offer competitive benefits that support whole-person well-being.
• Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work.
• Among our benefits, Humana provides medical, dental and 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 and many other opportunities.

Application Deadline

05-07-2026

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. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements.