[Hiring] Senior Lead Product Manager, Service Operations @Humana

Role Description

Become a part of our caring community. The role offers a flexible work location, with options that include:

• Remote hiring will be preferred at Humana offices located near Louisville (headquarters), Dallas, Atlanta, Boston, New York City, Chicago, Washington, D.C., Nashville, Fort Lauderdale, and Tampa.

This role combines strategic product leadership with hands-on product ownership. You will be responsible for:

• Identifying opportunities
• Designing solutions
• Defining product requirements
• Writing user stories and acceptance criteria
• Prioritizing backlogs
• Guiding delivery across multiple products, platforms, and cross-functional teams

Working closely with engineering, operations, and business stakeholders, you will help advance a more proactive Service Operations model that:

• Reduces repeat incidents
• Accelerates resolution and root cause analysis
• Improves knowledge quality and self-service adoption
• Enables responsible use of generative and agentic AI

In this role, you will work across platform, engineering, operations, and business teams to solve complex operational challenges and translate strategy into measurable outcomes.

Role Responsibilities:

• Own the Service Operations product portfolio spanning Incident Management, Major Incident Management, Problem Management, and Knowledge Management, ensuring alignment across 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 writing user stories, acceptance criteria, process requirements, and business outcomes for engineering and platform teams.
• Align product 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 that improve operational efficiency and accelerate 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 overall 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.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, Management Information Systems, or a related field.
• 12 or more years of experience in product management, technical product management, ITSM product ownership, or enterprise IT platform leadership.
• Demonstrated experience serving 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 within Incident Management, Major Incident Management, Problem Management, or Knowledge Management.
• Demonstrated experience influencing senior stakeholders and leading cross-functional teams in a matrixed organization without direct authority.

Requirements

• Master's degree in Business Administration (MBA), Information Systems, Computer Science, Engineering, or a related field preferred.
• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), Certified Application Developer (CAD), or other relevant ServiceNow certifications preferred.
• 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.

Benefits

• Competitive benefits that support whole-person well-being.
• 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 and 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.

Learn more about what we offer at Humana.com and at CenterWell.com.

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.