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The Director, Service Delivery is responsible for the day‑to‑day operational performance, service quality, and client outcomes for all live programs and services. This role owns service execution, SLA performance, issue management, and continuous improvement, ensuring operations are stable, compliant, and scalable. The Director of Service Delivery is the final authority on operational readiness, steady‑state ownership, and service sustainability.

The Director, Service Delivery is accountable for operational performance and service quality for live services, service level agreements, regulatory compliance outcomes, incident management, escalations and resolutions. They are responsible for acceptance of implementations into steady state, staffing, capacity and operational readiness. They will drive continuous improvement and operational optimization and client and stakeholder satisfaction for ongoing services.

Use your skills to make an impact
 

Required Qualifications

• Bachelor's Degree
• 5 or more years of technical progressive operational experience in a call center or operational environment
• 5 or more years of management experience over a large metric-intensive operational unit
• Experience managing service level agreements and client-facing commitments
• Cross functional collaboration
• Experience operating in a regulated or high-risk environment
• Demonstrated capability with coaching and developing associates formally and informally
• Ability to monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed
• Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and Visio
• Ability to manage multiple tasks and deadlines with attention to detail
• Effective communication skills; ability to speak with line associates and deliver presentations to senior leaders of Humana
• Demonstrated problem solving skills; ability to give direction and make sound business decisions
• Experience with Department Budget oversight
• Track record of driving operational improvements that support business strategy
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Prior Experience in healthcare or insurance setting
• Prior demonstrated experience with project management, process improvement or process design
• Six Sigma or Lean experience

Additional Information:

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Work at home requirements:

To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

SSN Alert:

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website.

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