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The Strategy Advancement Principle is a highly trusted, data-driven Sr. leader responsible for advancing Humana’s contact center strategy, with direct impact across multiple business units and external partners.Acts as a trusted thought partner and orchestrator for key enterprise initiatives supporting the Contact Center VP.
The ideal candidate is recognized for exceptional organizational acumen, influential communication, and proven expertise in driving consensus and change at multiple leadership levels.
Key Responsibilities
- Provide strategic leadership for day-to-day performance reporting and support of Contact Center Team.
- Develop requirements and deliverables which may include Performance Metric Dashboard & Scorecards, ensuring robust performance tracking and actionable insights.
- Prepare executive-level presentations and briefings on demand, synthesizing complex information into impactful, concise messaging.
- Orchestrate and execute multiple critical projects and strategies simultaneously, typically managing various activities across the team and collaborating closely with internal leaders to drive continuous improvement and prioritized action.
- Support the coordination of team engagement activities, including staff meetings, executive summaries, quarterly town halls, focus groups, leader learning series, internal newsletters, and business reviews. Translate insights from these sessions into actionable outcomes, engaging relevant stakeholders as appropriate.
- Act as liaison to the business in senior executive forums that discuss performance, strategy, and overall support for Humana’s Mission.
- Support and influence Contact Center strategy, performance metrics, routines, and programs in alignment with Humana’s targets and mission for both internal and BPO teams.
- Provide analytics, performance reviews, and develop leadership presentations encompassing transformation, internal and BPO strategies, financials, and contact center health metrics.
- Act as liaison to the Division VP, supporting all strategic initiatives and serving as a trusted advisor.
Strategic Sales and Distribution Competencies
- Demonstrated experience in planning, implementing, and reporting on distribution, sales, and other strategies.
- Specialized expertise in sales enablement, team restructuring and alignment, territory planning, and distribution model optimization, with a track record of driving Go-To-Market and growth initiatives.
- Support a large people center of ~13K plus with a P&L of ~$400M across multiple product lines, partnering with Contact Center Leadership on day-to-day strategies, BPO geo-strategies and design, resource allocation, compensation planning, and goal setting.
- Support the management of production and performance reporting ensuring data accuracy and actionable insights.
- Provide in-depth analysis of deepening activities, distribution partner effectiveness, and other KPI or business trends to forecast growth and help to optimize strategies based on market conditions and regulatory changes.
- Lead cross-functional collaboration with other areas within Humana, including, marketing, sales compensation, training, product development, finance, and risk to ensure cohesive execution of Contact Center strategies.
Work Environment
- Flexible remote work arrangement, with up to 15% travel required for business needs.
Use your skills to make an impact
Required Qualifications
- BA in Analytics, Mathematics, or Business. MBA preferable
- 3+ years of experience in project and people leadership
- Demonstrated ability to drive consensus and strategic outcomes in large, complex groups across multiple leadership levels.
- Exceptional organizational skills, with proven experience managing concurrent high-impact projects.
- Advanced negotiation and communication skills, with the ability to visualize and articulate concise, compelling messages.
- Strategic mindset with proven ability to assess upstream and downstream impacts, drive consensus, and influence decision-making at multiple leadership levels.
- Exceptional analytical skills, with experience in querying complex datasets, setting KPIs, tracking progress, building visualizations, and managing performance to expectations.
- Advanced communication, negotiation, and relationship-building abilities.
Preferred Qualifications
- Experience with contact center operations, performance management, and organizational transformation is highly preferred.
Additional Information
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$138,900 - $191,000 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
Application Deadline: 05-12-2026
About us
About Humana: 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. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.