Become a part of our caring community and help us put health first
 

The Associate Director, Operational Readiness ensures optimized interaction between Humana and its customers through the development of predictable and sustainable readiness practices that ensure new experiences, both associate and customer facing deliver on intended objectives. This delivery is paramount to driving increased value delivery for our customers through the delivery of operational excellence.

The scope of the operational readiness function spans multiple contact center operations, both front and back office with varying degrees of readiness practice maturity, this leader will have the opportunity to establish best practice and drive enterprise level change for our members and associates furthering our pursuit of Helping Members Achieve Their Best Health.

• Lead a team of associates whose primary responsibility is ensuring operational readiness for service experiences in the contact center and back-office functions with the intent of ensuring that Humana is service ready for every customer contact
• Create and leverage processes that ensure unprecedented contact center readiness practices across a worldwide service footprint, delivering service interactions that ensure our customers' needs are met generating experiences that help them achieve their best health
• Leverage multiple service data points to observe and address operational readiness, those data points will include Voice of the Customer, NPSt and Issue Resolution
• Maintain a solid understanding of how organizational capabilities interrelate across department(s) to deliver an exceptional service interaction experience for customers and associates
• Exhibit a depth of understanding and bias for action related to the recognition and elimination of friction points and opportunities for automation and optimization

Use your skills to make an impact
 

Required Qualifications

• Minimum 5 years of experience leading change management and organizations that support operational readiness
• Minimum 3 years of large-scale project leadership experience
• Experience with analytics, including program evaluation and optimization
• Critical thinker who anticipates team needs, takes initiative to present ideas, ask questions, and exhibit a commitment to pursuit of excellence
• ​Strategic thinking and planning capabilities; organized and detail-oriented
• Exceptional communication skills, both written and verbal (including public speaking)
• Experience in identifying optimization and automation solutions to develop and launch company initiatives
• Demonstrated process development and data-driven continuous improvement experience
• Must be passionate about contributing to an organization focused on continuously improving associate and consumer experiences
• Must have ability to support occasional after-hours deployments based on business need (may include weekends)

Work-At-Home Requirements

• At minimum, a download speed of 25 mbps and an upload speed of 10 mbps is recommended; wireless, wired cable or DSL connection is suggested
• Satellite, cellular and microwave connection can be used only if approved by leadership
• Associates 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 associates 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

Preferred Qualifications

• Experience in Medicare and/or healthcare
• Off-shore contact center experience
• Prior experience with agile leadership practices and methods

Additional Information

• As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called HireVue. HireVue Text, Scheduling, and Video technologies allow you to interact with us at the time and location most convenient for you.
• If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video intervi