AVP Technology Solution Implementation

Job Information Humana AVP, Technology Solution Implementation in Louisville Kentucky Description As a company whose primary focus is on the well-being of its members, Humana is dedicated to shifting perceptions of the health insurance industry. We believe our role goes beyond that of a provider to that of a health advisor who will empower customers to live a life that's healthy, active, and rewarding. Technology operations and enablement focuses on front line and back-office enterprise tool performance and operationalization while streamlining internal operations through the implementation of digital platforms and solutions. Helping to drive the process of realizing the Digital Transformation of an organization, leveraging various tools: digital, voice, and testing. Responsibilities The Associate Vice President, Technology Solution Implementation role will own a portfolio of operational, strategic, and improvement initiatives aligning short term and long-term technology operations roadmaps across the organization. Key responsibilities include, but are not limited to: Lead day-to-day operations and performance of tools as they enable member and provider interactions and processes Conceive of, develop, deliver, and manage products for enterprise customer use Ensure service delivery operations is equipped with the necessary tools to enable operational goals and objectives are achieved Aggregate LOB unique needs and bridge technology delivery to maximize impact and outcomes at the enterprise level. Lead desktop, digital, voice, and UAT end to end technology activity and work products Lead transformation of UAT processes and improve defect rates and speed to market. Assess market capabilities and competitive experiences enabled by tools to ensure Humana is differentiated in the market. Establish and direct end to end quality across multiple LOBs and channels. Partner with enterprise stakeholders to create capacity transparency and peak season delivery. Lead service delivery tools lifecycle processes cradle to grave. Identify integration opportunities to simplify the end user ease of use. Improve new user adoption and time to competency via user centered design principles. Advocate for simpler data access and stakeholder utilization of new data insights made available from tools. Complete SAFE 5.0 Enterprise Operations Enablement transformation. Establish and execute 5-year plan to deliver a reimagined user experience based on new high in ease of use Lead operating service interruption events with enterprise stakeholders and IT Required Qualifications Bachelor's degree Direct experience leading front-line teams in global footprint 5 or more year's omnichannel transformation experience 5 or more years' direct experience leading requirements defining voice, desktop tool, digital, and device in support of customer interactions 5 or more years' end to end testing experience leading SIT, UAT, or PPV activities An in-depth understanding of how organization capabilities interrelate across segments and/or enterprise wide Preferred Qualifications Master's degree 5 or more years' experience leading agile deployments 5 or more years' experience leading omni-channel customer experience definition and technology execution 10 or more years' experience orchestrating multiple lines of business solution development and execution at the enterprise level 8 or more years' experience leading product management and product owner experts 5 or more years' experience cross disciple experience in chat, IVA, voice, and user desktop channels 5 or more years' experience leading end to end testing and enterprise UAT Additional Information Incumbent can be remote, work-at-home, located anywhere across the US Requires travel as business needs dictate Work-At-Home Requirements: Must have the ability to provide a high-speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense. A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required. Satellite and Wireless Internet service is NOT allowed for this role. A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information COVID Policy : We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve. Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field. Scheduled Weekly Hours 40 Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services.

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