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About the role
Key responsibilities & impact- Define and communicate the long-term vision, strategy, and roadmap for CRM capabilities and customer engagement platforms
- Align CRM investments with business objectives, customer needs, and growth strategies
- Identify opportunities to improve customer acquisition, retention, loyalty, and lifetime value through CRM innovation
- Monitor industry trends, emerging technologies, and competitive CRM capabilities
- Lead end-to-end product lifecycle management from discovery through delivery and ongoing optimization
- Prioritize initiatives using data, customer insights, business outcomes, and stakeholder feedback
- Develop business cases and success metrics for product investments
- Mentor and guide other product managers and cross-functional team members
- Own CRM platform capabilities including customer profiles, segmentation, lead management, campaign management, workflow automation, reporting, and integrations
- Partner with engineering teams to define scalable architecture and platform enhancements
- Drive platform modernization and adoption of AI-driven personalization and automation capabilities
- Ensure data quality, governance, privacy, and compliance standards are maintained
- Report to the AVP, Product Management
Requirements
What you’ll need- Bachelor’s degree
- 8+ years experience leading CRM implementation
- 2+ years of project leadership experience
- Ability to translate business priorities into product requirements, user stories, roadmaps, and delivery plans
- Experience partnering across business, operations, technology, analytics, and digital teams to implement enterprise solutions
- Strong analytical skills using data, performance metrics, and stakeholder feedback
- Excellent communication, stakeholder management, and change management skills
- Must work with internet service providing at least 25 Mbps download and 10 Mbps upload
- Must work from a dedicated space without ongoing interruptions to protect PHI/HIPAA information
- Not eligible for work visa sponsorship
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
- Dedicated home workspace requirement supporting work from home
- Remote work arrangement
- Occasional travel to Humana offices for training or meetings