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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in defining and executing enterprise strategies for contact center operations, focusing on omnichannel customer journeys, performance frameworks, and technology enablement. Proven ability to lead high-performing teams, drive continuous improvement, and ensure compliance with regulatory standards.
Highest-signal resume keywords
Enterprise Strategy DevelopmentOmnichannel Customer ExperiencePerformance FrameworksLeadership in Complex OrganizationsFinancial Acumen
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Contact Center OperationsCustomer ExperienceOperational ExcellenceTechnology EnablementAI-Enabled CapabilitiesAutomationCRMAnalyticsGovernanceBusiness Case Development
Soft Skills
Influencing Senior ExecutivesCross-Functional LeadershipTeam BuildingCommunicationProblem Solving
Tools & Technologies
Contact Center PlatformsWorkforce ToolsDigital Adoption ToolsPerformance DashboardsKnowledge Management Systems
Industry Keywords
Healthcare AdministrationRegulatory ComplianceOperational Risk ManagementCustomer SatisfactionEmployee Engagement
About the role
Key responsibilities & impact- Define and execute Humana’s enterprise Contact Center COE strategy and multi-year roadmap
- Establish enterprise standards, policies, decision rights, operating rhythms, and governance forums
- Build and lead a high-performing organization, including succession and talent pipelines
- Oversee end-to-end omnichannel customer journeys across voice, IVR, CRM, chat, messaging, mobile notifications, and emerging channels
- Sponsor enterprise onboarding, role-based learning, certification, knowledge management, and continuous development
- Define enterprise KPIs, scorecards, dashboards, and performance reviews
- Provide executive oversight for contact center platforms, automation, AI-enabled capabilities, and product roadmaps
- Drive continuous improvement in customer satisfaction, quality, compliance, productivity, cost, and employee experience
- Partner with business operations, Digital, Technology, Clinical, Finance, Risk, Compliance, Legal, Procurement, and HR leaders
- Shape business cases, investment decisions, capacity plans, and value realization while ensuring regulatory, privacy, security, accessibility, audit, and operational risk requirements
- Translate strategy into executable plans, govern cross-functional delivery, drive adoption and workforce readiness, manage risks and dependencies, and realize measurable outcomes
- Report to a Senior Vice President and operate across business segments and enterprise functions
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Operations Management, Healthcare Administration, Technology, or a related discipline
- 12 or more years of progressive leadership experience across contact center operations, customer experience, operational excellence, technology enablement, or enterprise transformation
- Significant experience leading leaders and complex organizations
- Demonstrated success defining enterprise strategy, establishing governance, and delivering large-scale transformation across multiple business units, channels, or operating environments
- Experience owning enterprise performance frameworks and improving customer satisfaction, quality, compliance, productivity, cost, digital adoption, and employee engagement
- Proven ability to lead technology-enabled modernization involving omnichannel platforms, automation, analytics, AI, CRM, workforce tools, or related contact center capabilities
- Experience influencing senior executives and leading cross-functional decisions in a highly matrixed, regulated, and operationally complex environment
- Strong financial and business acumen, including developing business cases, prioritizing investments, managing budgets, and tracking benefits realization
- Ability to work in a highly matrixed model
- Ability to support critical business priorities, executive forums, and periodic travel
- Minimum internet speed of 25 Mbps download and 10 Mbps upload for work-from-home arrangements
- Ability to work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information
Benefits
Comp & perks- Remote work arrangement
- Occasional travel to Humana offices for training or meetings
- Dedicated workspace requirement to protect member PHI/HIPAA information
- Employer-provided work-from-home internet requirements/support guidance
- 40 scheduled weekly hours