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The Director of CenterWell Call Center Technology Enablement will lead the execution of CenterWell and Humana wide initiatives that enhance the performance, efficiency and experience of our CenterWell contact center operations. This role is responsible for overseeing a team consisting of project managers and technology enablement experts who drive cross functional initiatives across workforce systems, telephony, CRM platforms, self-service tools and AI/automation capabilities.

The Director of CenterWell Call Center Technology Enablement will be responsible for leading the planning, execution and delivery of enterprise level initiatives that drive operational transformation across our contact center organization. This includes managing cross functional programs focused on technology implementations, process redesign and digital innovation to enhance the customer and agent experience. You will oversee a portfolio of projects ensuring alignment with the operational priorities, effective stakeholder communication, and on-time delivery within scope and budget. A critical part of the role is leading the optimization of call center technologies, including CRM platforms, workforce management systems, IVR/ACD solutions and emerging AI tools. You'll work closely with Humana Enterprise team, external vendors to ensure seamless deployment and integration of technology solutions that are scalable and future ready. In addition, you will build and lead a high performing team of project managers, technology enablement experts, creating a culture of accountability, innovation and continuous improvement. Your ability to collaborate across Operations, WFM, Training, Quality and IT will be essential to drive alignment, adoption and long-term success of transformational initiatives.

Key Responsibilities

• Lead the planning, execution and delivery of complex projects across call center operations including system implementation, migrations, adoption and communication plans

• Build and manage detailed project plans, timelines, budgets and risk mitigation strategies.

• Establish project governance, reporting mechanisms, and stakeholder communication plans

• Champion enterprise-wide technologies and automation to enhance operational outcomes

• Serve as the strategic bridge between the business units and technology teams, translating operational needs into technical requirements

• Engage with leaders across Operations, Quality WFM, Training and Product to ensure alignment on priorities and execution.

• Build a high performing team and foster a culture of accountability, agility and continuous improvement

Use your skills to make an impact
 

Required Qualifications

• Bachelor's Degree or equivalent experience

• 12 or more years of technical progressive operational experience in a call center or operational environment

• 7 or more years of management experience over a large metric-intensive operational unit

• Lead the end-to-end deliver of complex, cross-functional projects focused on contact center transformation, digital tools and workforce technologies

• Develop and manage project roadmaps, resource allocation, timelines, budgets and key performance indicators

• Partner with IT, Product and Operational leaders to identify, implement and optimize technology solutions such as omnichannel platforms, WFM systems, IVR, ACD, AI tools and performance analytics.

• Oversee Vendor relationships and implementation of third-party tools and platforms.

• 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

• Prior demonstrated experience with project management, process improvement or process design

• 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

Preferred Qualifications

• Prior Experience in healthcare or insurance setting

• Six Sigma or Lean experience