The Director, Provider IVR and Conversational Automation (Director, Product Management) leads the strategy, optimization, and modernization of provider interactive voice response, conversational automation, and contact-center self-service capabilities across provider support channels. You will enhance provider self-service experiences, improve contact center efficiency, increase authentication and containment rates, increase provider satisfaction, and advance automation technologies. You will report to the AVP, Product Management.
Key Responsibilities
- Lead 5 direct reports - Product Management, Product Ownership, Conversational Design
- Define and execute enterprise IVR and conversational automation strategy
- Lead IVR strategy across Medical, Dental, and other payor platforms
- Oversee IBM Watson optimization and modernization initiatives
- Improve containment, authentication, routing, and self-service adoption
- Partner with Operations, IT, CRM, Digital Product, and vendor partners
- Monitor KPIs and provider satisfaction metrics
Use your skills to make an impact
Required Qualifications
- Bachelor's degree
- 10+ years' experience in IVR, conversational AI, contact center technology, automation, or provider product management
- 5+ years of leadership experience
- Experience leading enterprise technology and operational initiatives
- Experience presenting to Senior leadership
Preferred Qualifications
- Understanding of agentic solutions and their application
- Masters Degree in business, healthcare sciences, or related technologies
Additional Information
This role is not eligible for work visa sponsorship.
Work at Home 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 required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
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.
$168,000 - $231,000 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
Application Deadline: 10-21-2026
