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Humana

Director, Provider IVR

Humana

. Lead 5 direct reports across Product Management, Product Ownership, and Conversational Design .

Posted 10/14/2026full-timeRemote • United StatesLead💰 $168,000 - $231,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in leading IVR and conversational automation strategies, with a strong focus on enhancing provider self-service experiences and contact center efficiency. Proven ability to manage enterprise technology initiatives and monitor key performance indicators to drive operational success.

Highest-signal resume keywords
IVR Strategy LeadershipConversational AI ExpertiseContact Center Technology ManagementEnterprise Technology InitiativesKPI Monitoring

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
IVRConversational AutomationAutomation TechnologiesProduct ManagementProduct OwnershipConversational DesignOperational InitiativesAgentic SolutionsHealthcare SciencesProvider Product Management
Soft Skills
LeadershipCollaborationPresentation SkillsCommunication
Tools & Technologies
IBM WatsonCRM SystemsDigital Products
Certifications & Qualifications
Bachelor's DegreeMaster's Degree (Preferred)
Industry Keywords
MedicalDentalPayor PlatformsSelf-Service AdoptionProvider SatisfactionPHIHIPAA

About the role

Key responsibilities & impact
  • Lead 5 direct reports across Product Management, Product Ownership, and 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
  • Enhance provider self-service experiences and contact center efficiency
  • Increase authentication and containment rates and provider satisfaction
  • Advance automation technologies
  • Report to the AVP, Product Management

Requirements

What you’ll need
  • 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
  • Understanding of agentic solutions and their application preferred
  • Master's Degree in business, healthcare sciences, or related technologies preferred
  • Not eligible for work visa sponsorship
  • Minimum home internet speed of 25 Mbps download and 10 Mbps upload
  • 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, dental, and vision benefits
  • 401(k) retirement savings plan
  • Paid time off
  • Company and personal holidays
  • Paid parental and caregiver leave
  • Short-term and long-term disability
  • Life insurance
  • Personal wellness and smart healthcare decision support
  • Occasional travel to Humana offices for training or meetings may be required