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With over 10 million sales interactions annually, Humana understands that while great products are important, it’s the quality of our service that truly defines us. We know that when our members and prospects have delightful and memorable experiences, it strengthens their connection with us and enables us to put their Health First. After all, a health services company that has multiple ways to improve the lives of its customers is uniquely positioned to put those customers at the center of everything it does.

Positioning: This leader runs one of the most important growth engines in MarketPoint — where demand meets conversion, and where performance, experience, and compliance must all win simultaneously.

Position Overview:

The Vice President, Direct Marketing Sales (DMS) / Telesales is responsible for leading Humana’s direct-to-consumer sales engine, driving growth across Medicare Advantage, PDP, and ancillary products. This executive owns the full telesales lifecycle — from demand intake through enrollment and retention — ensuring a high-performing, scalable, and compliant operation. The role requires balancing aggressive growth targets with disciplined execution, exceptional customer experience, and strict regulatory adherence in a highly seasonal Medicare environment. This role reports to the SVP, Distribution.

               

Key Responsibilities:

Enterprise Strategy & Growth Leadership

• Define and operationalize a multi-year telesales strategy aligned to enterprise Medicare growth goals, ensuring the channel is positioned as a primary driver of acquisition and revenue. - Translate strategic priorities into actionable plans, including channel mix, growth targets, and capability development.

Conversion Engine Excellence

• Own the end-to-end sales funnel, including lead intake, routing logic, prioritization, and conversion optimization.
• Implement advanced segmentation and lead-scoring strategies to ensure the highest-value opportunities are prioritized and converted efficiently.
• Drive continuous improvement in speed-to-lead, contact rates, and close rates through data-driven insights and operational rigor.

High-Performance Sales Organization

• Lead a large-scale telesales organization, including both internal teams and external BPO partners, ensuring alignment to performance and quality standards.
• Establish a disciplined performance management system with clear metrics, coaching frameworks, and accountability structures.
• Build leadership bench-strength and scalable frontline management capabilities to sustain peak performance during high-volume periods.

Annual Enrollment Period Readiness & Execution

• Lead end-to-end planning and execution for Annual Enrollment Period (AEP) and Open Enrollment, including staffing models, training readiness, and operational contingency planning. - Ensure seamless ramp-up and ramp-down of capacity while maintaining consistent performance and compliance standards.
• Conduct post-season analyses to identify performance gaps and implement improvements for future cycles.

Lead Management & Demand Integration

• Partner closely with Marketing and Digital teams to align lead generation strategies with sales capacity and performance expectations.
• Optimize lead mix, sourcing, and spend allocation to maximize ROI and conversion efficiency.
• Establish clear attribution models to track performance across channels and inform investment decisions.

Customer Experience & Sales Journey

• Design and continuously improve the telesales customer journey to ensure it is simple, personalized, and trust-building.
• Balance sales effectiveness with long-term customer satisfaction, retention, and brand trust.
• Identify and remove friction points across enrollment, verification, and onboarding processes.

Digital & Technology Enablement

• Lead the evolution of the telesales technology stack, including CRM systems, dialers, analytics platforms, and AI-enabled tools.
• Leverage data and technology to provide real-time insights, improve agent performance, and enhance decision-making.
• Partner with Technology teams to implement scalable, future-ready capabilities.

Financial Performance & Cost Discipline

• Own financial outcomes for the telesales channel, including revenue growth, cost per acquisition, and overall efficiency.
• Optimize workforce models across in-house and outsourced resources to balance cost, flexibility, and performance.
• Drive continuous productivity improvements while maint