[Hiring] Director, Provider IVR @Humana

Role Description

The Director, Provider IVR and Conversational Automation (Director, Product Management) leads the strategy, optimization, and modernization of provider interactive voice response, conversational automation, and contact-center self-service capabilities across provider support channels. You will enhance provider self-service experiences, improve contact center efficiency, increase authentication and containment rates, increase provider satisfaction, and advance automation technologies. You will report to the AVP, Product Management.

• Lead 5 direct reports - Product Management, Product Ownership, Conversational Design
• Define and execute enterprise IVR and conversational automation strategy
• Lead IVR strategy across Medical, Dental, and other payor platforms
• Oversee IBM Watson optimization and modernization initiatives
• Improve containment, authentication, routing, and self-service adoption
• Partner with Operations, IT, CRM, Digital Product, and vendor partners
• Monitor KPIs and provider satisfaction metrics

Qualifications

• Bachelor's degree
• 10+ years' experience in IVR, conversational AI, contact center technology, automation, or provider product management
• 5+ years of leadership experience
• Experience leading enterprise technology and operational initiatives
• Experience presenting to Senior leadership

Requirements

• Understanding of agentic solutions and their application
• Masters Degree in business, healthcare sciences, or related technologies

Benefits

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

Company Description

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large.