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Humana is a Fortune 40 market leader in integrated healthcare with a clearly defined purpose to help people achieve lifelong well-being. As a company focused on the health and well-being of the people we serve, Humana is committed to advancing the consumer experience. Through offerings anchored in a whole-person view of human well-being, Humana embraces a focus on stimulating positive individual and population changes while nurturing a sense of security, enabling people to live life fully and be their most productive.

The voice channel will remain Humana’s primary customer engagement medium for the foreseeable future and is a critical component of our consumer-facing technology environment. The ongoing vision and execution in this channel will be a primary driver in Humana’s achievement of its strategic goals.

The Vice President, Telecom Infrastructure position will be fully responsible for all voice channel platforms, including telecom and IVR. The position will be responsible for driving innovation and ensure optimal functioning of the contact center and telephony infrastructure. Additionally, the position will define & oversee implementation of policies and procedures within the global contact centers (both Humana-managed and outsourced locations) to ensure their operational success and delivery of a consistent, reliable and optimized customer experience.

               

Key Candidate Qualification 

• Extensive experience as a leader and demonstrated success in building and maintaining high performing teams in customer operations and technology.

• Contact Center Technical Aptitude – Strong business acumen, industry experience and call center operations and management experience.

• Strong problem-solving skills in a complex consumer voice channel environment, as well as, experience in instituting quality and continuous management principles into practice.

• Prior experience in enterprise infrastructure operations is preferred.

• Ability to build a strong partnership with the business with exceptional negotiation and influencing skills.

• Strong vendor management and partner relation skills with prior experience in oversight and management of contracts.

• Ability to establish vision and mission and identify solutions to complex voice channel opportunities.

• Have a forward-looking approach and ability to continually improve service while adapting to changing business needs.

• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders, and business concepts to the contact center teams.

Behavioral Competencies

• Exceptional leadership skills, marked by poise, positive influence, and the ability to drive change.

• A management style that is collaborative, energetic, results-oriented, and innovative.

• Ability to credibly contribute to business discussions and influence strategic and commercial outcomes across the business.

• Strong analytical and strategic thinking skills, with the ability to influence senior leaders across both the business and technology.

• A “talent magnet” who is inspiring to all levels within the organization. The ability to attract and retain top talent and build a world class technology team.

• Demonstrated advanced ability to use integrated and conceptual thinking to solve problems.

• Significant expertise establishing and develop strong working relationships with all levels of associates and external parties, while maintaining appropriate levels of objectivity to their work.

• Experience effectively communicating technology strategy and related methodologies with internal/external parties.

• Demonstrated ability to employ judgment and experience to make rapid, complex decisions.

• Highly developed interpersonal, presentation, and communications skills (written and oral).

Use your skills to make an impact
 

Required Qualifications

• Bachelor’s degree or equivalent experience

• Progressive & direct experience leading distributed teams in a matrixed environment

• Executive experience in omnichannel transformation for a consumer-focused enterprise

• Experience in scaled agile software development

• Executive experience leading global telecom development and operations for a scaled voice channel

Preferred Qualifications

• Master’s degree or equivalent experience

• Experience in the healthcare industry

• Leadership experience in infrastructure operations (cloud, network, data