Associate Vice President – Conversational Channels

Humana

. Own the conversational channel and advocate experience portfolio, including IVR, queuing and routing, AI-enabled customer engagement, Intelligent Search, Virtual Assistant, co-browse, and Customer Care Advocate CRM .

Posted 9/18/2026full-timeRemote • United StatesSeniorLead💰 $203,400 - $279,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in product management and conversational channel strategy, with a focus on optimizing contact center technology and enhancing customer experience through AI-enabled solutions. Proven ability to lead cross-functional teams and manage complex product portfolios while aligning with business objectives and regulatory requirements.

Highest-signal resume keywords

Product ManagementConversational AIContact Center OptimizationSalesforce ExperienceIVR Modernization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product Roadmap DevelopmentBacklog PrioritizationOutcome-Based StrategyAnalytics UtilizationHuman-Centered Design

Soft Skills

LeadershipCollaborationInfluenceDecision-MakingCommunication

Tools & Technologies

SalesforceGenesysGoogle Customer Engagement SuiteCRM PlatformsAdvocate Desktop Capabilities

Industry Keywords

Customer ExperienceInsuranceRegulatory ComplianceMember EngagementService Quality

About the role

Key responsibilities & impact

Own the conversational channel and advocate experience portfolio, including IVR, queuing and routing, AI-enabled customer engagement, Intelligent Search, Virtual Assistant, co-browse, and Customer Care Advocate CRM
Lead an integrated conversational engagement ecosystem across business segments
Deliver seamless, AI-enabled experiences across the end-to-end member and advocate journey
Partner with Consumer Digital product leaders to connect conversational channels with digital self-service
Define and execute the multi-year contact center advocate experience strategy and product roadmap
Own product roadmaps and backlog prioritization, sequencing investments and making trade-off decisions
Establish and track outcomes for member experience, advocate productivity, authentication, misroutes, service quality, and transformation goals
Develop multi-year product strategies aligned with Insurance and CenterWell business objectives
Lead UX and interaction design across conversational channels, advocate desktop, and digital capabilities
Direct technical architecture, integration, release sequencing, and delivery quality
Evaluate market trends, member and advocate needs, competitive dynamics, and emerging technologies
Lead products and platforms supporting IVR modernization, conversational AI, Virtual Assistant, co-browse, Intelligent Search, and advocate experience
Apply insurance and customer service expertise to guide responsible AI use
Prioritize investments based on business value, customer outcomes, regulatory requirements, and technical sustainability
Balance enhancement of existing capabilities with innovation and modernization
Drive simplified, personalized, and connected member and advocate interactions
Collaborate with contact center operations, technology, analytics, Consumer Digital, and Client Services

Requirements

What you’ll need

10+ years of progressive leadership experience in product management, conversational channels, contact center technology, customer experience, or platform strategy
Deep expertise in contact center optimization, IVR, conversational AI, CRM platforms, advocate desktop capabilities, and enterprise AI enablement
Experience leading products and platforms within Salesforce, Genesys, and Google Customer Engagement Suite (GECX), or comparable enterprise CRM and contact center technology ecosystems
Demonstrated success leading large-scale, enterprise product portfolios and modernization initiatives within highly matrixed and regulated organizations
Experience managing multiple product lines, leading director-level talent, and directing cross-functional teams across product, design, technology, analytics, and operations
Strong business acumen connecting member and advocate experience, service performance, operational efficiency, and financial outcomes
Ability to set multi-year strategy, manage outcome-based roadmaps and backlogs, prioritize investments, and make trade-off decisions
Experience leading through influence across complex stakeholder environments and establishing decision rights, accountability, and escalation paths
Experience leading within a product operating model, including durable cross-functional product teams, clear decision rights, outcome-based roadmaps, backlog prioritization, and continuous discovery and delivery
Experience connecting conversational channels with digital self-service and advocate-assisted interactions while preserving member intent and context
Experience partnering with contact center operational leaders to shape advocate experience vision, conversational channel strategy, product roadmaps, experience design, and delivered capabilities
Ability to use analytics, advocate feedback, service metrics, and human-centered design to shape priorities and measure improvements
Minimum download speed of 25 Mbps and upload speed of 10 Mbps for home internet service
Dedicated workspace without ongoing interruptions to protect member PHI/HIPAA information

Benefits

Comp & perks

Bonus incentive plan based on company and/or individual performance
Medical benefits
Dental benefits
Vision benefits
401(k) retirement savings plan
Paid time off
Company holidays
Personal holidays
Paid parental leave
Paid caregiver leave
Short-term disability
Long-term disability
Life insurance
Personal wellness support
Smart healthcare decision support