CLevelCrossing
Associate VP Product Management Contact Center Digital and Conversational AI Exp
CLevelCrossing, Atlanta, Georgia, United States, 30383
Associate VP Product Management Contact Center Digital and Conversational AI Experience
Location:
Atlanta, GA, United StatesPosted on:
Apr 11, 2023ProfileHumana is a $90 billion (Fortune 40) market leader in integrated healthcare with a clearly defined purpose to help people achieve lifelong well-being. We are seeking an accomplished leader to join our team in the newly-created role of Associate Vice President, Product Management, Contact Center Digital, and Conversational AI Experience. In this position, your work will focus on getting all of Humana's 60 contact centers onto the core contact management platform, in order to execute on key business objectives around efficiency and customer experience.The AVP will report directly to the Vice President, Retail Digital Transformation and will lead a team of 10-12 associates with four direct reports. This position can be located anywhere within the lower 48 states and does not require relocation.ResponsibilitiesManage stakeholder partnerships.Evolve, operationalize and innovate on core platform needs.Lead feature identification, solution design and deployment of member contact experience to generate great business value.Create the vision for, and oversee the execution of, contact center platform technology foundation and platform roadmaps across various communication channels.End-to-end management of strategic partner relationships for Humana's Contact Center as a Service (CCaaS) platform.Ensure optimization opportunities for the platform are identified to generate value for Humana.Ensure the sunsetting of current legacy systems and that the platform value is realized towards reducing total cost of ownership.Recruit, hire, develop, and lead a high-performing team to set vision, solution and platform roadmaps.Key Candidate QualificationsExtensive professional experience (typically 10 years) in product management, platforms, strategic planning, operations management, and budgeting.Demonstrated success leading large scale projects/programs and technology-based solutions.Proven business stakeholder management expertise.MBA or MS in Computer Sciences or Bachelor's and significant experience in relevant field.Strong analytic, organization and problem-solving skills.Experience with cloud-based customer experience and ability to manage large platforms.Excellent oral and written communications skills.Current or recent experience in a large, highly matrixed company.Work experience in a healthcare and/or insurance industry is desirable.This is a remote position.Scheduled Weekly Hours: 40
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Location:
Atlanta, GA, United StatesPosted on:
Apr 11, 2023ProfileHumana is a $90 billion (Fortune 40) market leader in integrated healthcare with a clearly defined purpose to help people achieve lifelong well-being. We are seeking an accomplished leader to join our team in the newly-created role of Associate Vice President, Product Management, Contact Center Digital, and Conversational AI Experience. In this position, your work will focus on getting all of Humana's 60 contact centers onto the core contact management platform, in order to execute on key business objectives around efficiency and customer experience.The AVP will report directly to the Vice President, Retail Digital Transformation and will lead a team of 10-12 associates with four direct reports. This position can be located anywhere within the lower 48 states and does not require relocation.ResponsibilitiesManage stakeholder partnerships.Evolve, operationalize and innovate on core platform needs.Lead feature identification, solution design and deployment of member contact experience to generate great business value.Create the vision for, and oversee the execution of, contact center platform technology foundation and platform roadmaps across various communication channels.End-to-end management of strategic partner relationships for Humana's Contact Center as a Service (CCaaS) platform.Ensure optimization opportunities for the platform are identified to generate value for Humana.Ensure the sunsetting of current legacy systems and that the platform value is realized towards reducing total cost of ownership.Recruit, hire, develop, and lead a high-performing team to set vision, solution and platform roadmaps.Key Candidate QualificationsExtensive professional experience (typically 10 years) in product management, platforms, strategic planning, operations management, and budgeting.Demonstrated success leading large scale projects/programs and technology-based solutions.Proven business stakeholder management expertise.MBA or MS in Computer Sciences or Bachelor's and significant experience in relevant field.Strong analytic, organization and problem-solving skills.Experience with cloud-based customer experience and ability to manage large platforms.Excellent oral and written communications skills.Current or recent experience in a large, highly matrixed company.Work experience in a healthcare and/or insurance industry is desirable.This is a remote position.Scheduled Weekly Hours: 40
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