The Director, Product Management will lead development of next‑generation IVR and conversational automation capabilities, including the modernization of our voice self‑service ecosystem. This role requires a leader with deep expertise in IVR platforms—particularly Google GECX/Playbooks and related Google Contact Center AI tooling—who can deliver generative and agentic IVR experiences that dramatically improve customer outcomes and operational performance.
You will own the full product lifecycle for our Centerwell IVR and voice automation portfolio, from strategic roadmap creation to production delivery and continuous improvement. This leader must pair strong technical fluency in modern IVR architectures with a proven track record of delivering measurable value through intelligent automation, LLM‑powered dialog flows, and multimodal conversational experiences.
IVR & Conversational AI Leadership
Lead the vision, strategy, and execution for our enterprise IVR ecosystem, with a deep focus on modernization, automation, and scalable platform design
Own roadmap creation and delivery for IVR capabilities using Google GECX including voice bots, routing logic, LLM/NLU/NLP models, call intent prediction, and virtual‑agent experiences
Drive adoption of generative and agentic IVR capabilities, enabling dynamic dialog generation, autonomous task handling, and context‑aware workflow orchestration
Product Strategy & Delivery
Translate business priorities and customer pain points into actionable technical product strategies for IVR and conversational automation
Build and lead high‑performing product teams; hire and develop talent with strong IVR, NLU, and conversational AI expertise
Validate product effectiveness through measurable KPIs such as intent capture/accuracy, authentication, containment, deflection, CSAT/NPS, and call‑efficiency improvements
Cross‑Functional Collaboration
Partner with engineering, operations, contact center, analytics, CX, and UX teams to deliver best‑in‑class IVR solutions
Serve as the primary business representative for all IVR‑related initiatives, ensuring strong alignment across the enterprise
Drive governance, consistency, and standards across IVR platforms, ensuring clean architecture, reusable components, and scalable design patterns
Operational Excellence
Support delivery teams through active leadership, removing blockers and ensuring initiatives meet quality and cost expectations
Conduct solution‑wide evaluations to identify improvements across architecture, LLM/NLU models, routing, and system integrations
Manage risks, dependencies, and cross‑team prioritization for all IVR and conversational AI initiatives
Use your skills to make an impact
Required Qualifications
Bachelor’s Degree
8+ years of product management or technology leadership experience with at least 5+ years focused on IVR and voice automation
Deep hands‑on experience with IVR platforms such as Google, Genesys, etc.
Proven delivery of generative‑AI‑powered and agentic IVR conversational experiences
Strong understanding of IVR self-service, digital deflection, call routing, telephony, SIP, APIs, and backend system integration
Experience delivering multi‑year product roadmaps with agile and human‑centered design practices
Strong leadership skills and ability to manage, coach, and grow high‑performing teams
Excellent communication skills with executive presence and demonstrated ability to present and influence C-Suite Leadership
Demonstrated success with OKR‑driven product delivery
Experience managing large enterprise‑scale, cross‑functional initiatives
Preferred Qualifications
MBA or Master’s Degree
Healthcare (Primary Care, Pharmacy, etc.) experience
Experience modernizing legacy IVR into cloud‑native conversational voice platforms, specifically Google GECX/Playbooks
Direct experience leading teams building conversational AI (voice + chat)
Strong familiarity with cloud contact center platforms such as Genesys, Nuance, Amazon Connect, Five9, etc.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40Pay 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.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 09-15-2026About us
About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Skills Required
- Bachelor's degree
- 8+ years of product management or technology leadership experience
- At least 5 years focused on IVR and voice automation
- Deep hands-on experience with IVR platforms such as Google or Genesys
- Proven delivery of generative-AI-powered and agentic IVR conversational experiences
- Strong understanding of IVR self-service, digital deflection, call routing, telephony, SIP, APIs, and backend system integration
- Experience delivering multi-year product roadmaps using agile and human-centered design practices
- Strong leadership skills, including managing, coaching, and developing high-performing teams
- Excellent communication skills, executive presence, and ability to present to and influence C-suite leadership
- Demonstrated success with OKR-driven product delivery
- Experience managing large enterprise-scale, cross-functional initiatives
- MBA or master's degree
- Healthcare experience, including primary care or pharmacy
- Experience modernizing legacy IVR into cloud-native conversational voice platforms, specifically Google GECX or Playbooks
- Direct experience leading teams building conversational AI across voice and chat
- Strong familiarity with cloud contact center platforms such as Genesys, Nuance, Amazon Connect, or Five9
Humana Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Humana and has not been reviewed or approved by Humana.
-
Healthcare Strength — Medical, dental, vision, supplemental health, and long-term care insurance are offered alongside on-site/virtual wellness resources and weekly paid well-being time, indicating a whole-person focus.
-
Leave & Time Off Breadth — Paid PTO and holidays, volunteer time, and formal leave options such as parental and caregiver time provide broad time-away support. Adoption assistance and lactation rooms extend coverage for key life events.
-
Retirement Support — A 401(k) with company match anchors long-term savings. Employer-matched emergency savings programs complement retirement planning.
Humana Insights
What We Do
At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.
