Lead Product Manager

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

The Marketing Technology & Data Platforms team within Humana, is seeking a Lead Product Manager for our Customer Communication Management (CCM) tools. The Marketing Technology & Data Platforms team focused on the long-term success of Humana's marketing and communication tools. In this role, you will be responsible for the product management of one or more parts of the tools that make up Humana's platform to engage members. The marketing and communication technology platform is used by all Humana business segments and enables the creation and delivery of more than one billion consumer interactions annually. This includes all required communications and the majority of discretionary marketing communications. You will be part of a team that supports the fulfillment of messages and communications that span several channels, such as print, digital, fax and voice activated technology (VAT).

As the Lead Product Manager, you will specifically focus on the product management of Humana's investments in two vended CCM tools (Smart Communication and Open Text). You will have strong partnerships with counterparts in MROC (Marketing Regulatory and Operational Communications), Information Technology (IT) and Site Reliability Engineering (SRE) organizations to ensure modern and scaled usage of Humana's investments.

Key Role Functions

• Product Development Lifecycle: Oversees and assesses product development lifecycle/process for the Marketing Technology platforms and identifies areas to drive enhancements and process improvements based on knowledge of the organization, industry and technology available in market.
• Subject Matter Expert: Is an expert at understanding how all of the parts of the Marketing Technology and Data Platforms fit together and the key capability that they provide to the organization. The role supports and shares ways users can be more efficient in its usage. Shares insights and recommendations to implement ways to resolve platform gaps.
• Collaboration: Works with MROC leaders, communication leaders, and other stakeholders to recommend solutions to address gaps with product enhancements. Works closely with cross-functional teams to establish shared vision for category product development. Collaborates with internal and external partners to direct the product development process and ensure a consistent customer experience.
• Market Knowledge: Ensures our marketing and communication channels are modern and up-to-date, capable of efficiently delivering world-class communications to all customer types, and ensuring that vendor partners are delivering as needed.
• Strategic Direction: Provides overall direction by analyzing business objectives and customer needs; developing, communicating, building support for, and implementing business strategies, plans, and practices; analyzing costs and forecasts and incorporating them into business plans; determining and supporting resource requirements; evaluating operational processes; measuring outcomes to ensure desired results; identifying and capitalizing on improvement opportunities; promoting a customer environment; and demonstrating adaptability and sponsoring continuous learning.
• Roadmap: Works with stakeholders to determine short and mid-term product development strategy for the Marketing Technology platforms and ensures alignment with overall marketing and communication vision and strategy. Ensures buy-in for the product development strategy both internally and with key internal business partners.
• Project Delivery: Works with the internal IT Organization, Marketing and Communication stakeholders and CCM vendors to execute on roadmap through the implementation of vended solutions and delivery of Humana build solution, with key focus on delivering value to the organization as quickly as possible.
• User Support: Serve as go-to resource for questions and first level support for the users of the CCM tools, marketing operations, and other communication teams for their usage of the product(s) that the role supports. Establish, host and maintain user community forums.
• Platform Governance: Establish, host, and maintain governance forums and decision making bodies for the product(s) that the role supports.
• Self-Service: Ensure users and teams have the necessary documentation and ability to self-serve access requests, technical issues, and low-effort resolution items.
• Testing: Serves the organization through the coordination of user acceptance testing and initial testing in the production environment after releases and break-fix turns.
• Reporting: Has a high level of understanding of how, who, and how often the products that the role supports are being used.

Use your skills to make an impact

Required Qualifications

• Bachelor's Degree and/or equivalent work experience
• 8+ years of experience in product managing internal technology and/or a vendor-provided solutions, including implementation of packaged software, integration of SAAS solutions, and/or business leadership of custom integration and development efforts
• Active involvement in all phases of software development lifecycle including defining requirements, working closely with an engineering team to deliver a solution, testing, and user rollout
• Experience supporting internal clients with their use of internally built and/or vended technology solution
• Track record of enabling repeatable processes, driving advancement in quality, collaborating within a matrixed organization, and collaborating with business and IT in a responsive and productive manner
• Participation sitting within and executing with an agile work team to deliver software, applications, or products to market

Preferred Qualifications

• Master Degree of Business Administration (MBA) or Technology Management
• Marketing or communication technology stack experience, including Vended CCM tools (Smart Communications, Open Text), Fulfillment tools or other similar tools
• Delivering in scaled agile frameworks
• Prior knowledge or experience delivering in a Cloud environment
• Strong knowledge of multi-channel and inbound / outbound communications, including mail, email, digital, telephone, mobile and social channels / media, planned and triggered contexts
• Familiarity with complex content creation and management platforms, and related business processes to support high volume, personalized interactions across channels
• Product managing a large user community
• Work experience in a health care and / or insurance setting

Additional Information/Requirements

To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• 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
• Employees 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 employees 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

Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security-both today and in the future, including:

• Health benefits effective day 1
• Paid time off, holidays, volunteer time and jury duty pay
• Recognition pay
• 401(k) retirement savings plan with employer match
• Tuition assistance
• Scholarships for eligible dependents
• Parental and caregiver leave
• Employee charity matching program
• Network Resource Groups (NRGs)
• Career development opportunities

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from [email protected] with instructions on how to add the information into your official application on Humana's secure website.

Scheduled Weekly Hours

40

Pay 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.

$123,800 - $170,400 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

Humana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers and our company. Through our Humana insurance services and 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, Medicaid, families, individuals, military service personnel, and communities at large.

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 because he or she is a protected veteran. It is also the policy of Humanato take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, 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.