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The CenterWell Customer Experience (CX) team is seeking a product leader to direct the cross-CenterWell (CW) automation portfolio and drive transformational change in how our clinical associates work. The Director will lead a team with product management and service design capabilities focused on reimagining and automating critical processes that directly impact the daily experience of associates while advancing our mission of exceptional patient care.
In the role, you will serve as both a strategist and an executor – collaborating across stakeholders to define what automation opportunities to pursue while building a high-performing team that delivers measurable value. You will bridge technical depth with business acumen, translating complex workflows into streamlined solutions while collaborating across clinical, operational, and IT functions. Your success will be measured by adoption rates, efficiency gains, and your ability to foster a culture of innovation and continuous improvement.
Strategic Portfolio Management
- Own and continuously refine the cross-CW automation portfolio and multi-year roadmap in partnership with cross-functional stakeholders
- Conduct ongoing market research and internal discovery to identify high-impact automation opportunities, staying current on emerging tools and best practices in healthcare operations and workflow automation
- Translate complex business cases into clearly articulate value, technical capabilities and resource requirements
- Maintain a business aligned backlog, continuously prioritizing work based on strategic value, feasibility and partner needs
- Establish success metrics and value tracking frameworks; regularly report on progress, ROI and adoption metrics to senior and vertical leadership
Cross-Functional Piloting and Change Enablement
- Build credibility and trust with clinical, IT and operational leaders to drive adoption of automation without formal authority
- Lead cross-vertical pilots to develop and test solutions, gather feedback and refine approaches
- Champion change management and adoption strategies, strengthening AI literacy and setting realistic expectations for automation capabilities and timelines
- Foster a “One CenterWell Mindset”, by identifying and pursuing opportunities that create value across the organization, while still enabling each business to thrive
Technical and Operational Proficiency
- Develop expertise in care delivery models and common pain points to identify optimal automation opportunities
- Demonstrate technical credibility in automation platforms and tools, understanding which problems are best solved by which technologies (ex – RPA, ML, GAI, etc etc)
- Partner closely with technical teams to ensure solutions are architected for scale, maintenance and integration with existing systems
Team Leadership and Product Delivery
- Build, mentor and develop a high-performing team, providing coaching on stakeholder management, prioritization and product strategy
- Establish product management best practices and rituals that balance strategic vision and pragmatic execution, ensuring the team delivers value incrementally
- For select initiatives, own end-to-end automation product delivery, from discovery and design through implementation, adoption and continuous improvement; fully support hand-off when maintenance owned by other teams
- Lead the team in balancing transformational thinking with operational realities, reimagining possibilities in undefined spaces while maintaining focus on practical execution and measurable outcomes
Use your skills to make an impact
Qualifications
- 8+ years in product management, technical solution development, or related fields with demonstrated progression in scope and impact
- 5+ years of people management experience, including building and developing product or technical teams
- Technical acumen in automation technologies and platforms (RPA, intelligent automation, workflow tools, AI/ML applications) applied to healthcare platforms (such as EMRs, salesforce, clinical solutions, etc), with ability to evaluate and select appropriate tools for specific use cases
- 5 + years proven success in cross-business engagement and leading organizational change through technology adoption in a major healthcare setting
- Proven product leadership, combining strong business judgement with execution excellence
Preferred Qualifications
- Experience in healthcare operations, clinical workflows, or health system environments, with understanding of care delivery models and operational challenges
- Background leading product teams with agile methodologies in large, matrixed organizations where influence and relationship-building are critical to success
- Experience with service design methodologies and human-centered design practices
- Track record of developing product managers and building strong product cultures that drive value for the business – with a focus on time to value
- Hands-on experience with end-to-end product ownership, from discovery through sustained adoption and value measurement
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.
$168,000 - $231,000 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.
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.