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VP, Contact Center of Excellence (COE)
Position Overview:
The Vice President, Contact Center of Excellence (COE) is the enterprise executive responsible for Humana’s contact center strategy, transformation, governance, and performance. This role sets standards and drives outcomes across high volume enterprise call centers delivering consistent, high-quality, compliant, and cost-effective experience across all channels.
This role establishes enterprise standards, operating rhythms, and shared capabilities (e.g., learning, analytics, and technology) while partnering closely with business segment leaders to deliver measurable improvements in customer experience, operational efficiency, employee engagement, and strategic growth.
Key Responsibilities:
- Enterprise Strategy & Transformation: Define and execute the enterprise Contact Center COE strategy and multi-year roadmap, translating business priorities into scalable capabilities, investments, and measurable outcomes.
- Enterprise Standards & Governance: Establish standards, policies, decision rights, operating rhythms, and governance forums for customer experience, quality, compliance, operational performance, and business continuity across lines of business.
- Executive Leadership: Build and lead a high-performing organization; set clear accountabilities, develop succession and talent pipelines, and foster a culture of innovation, inclusion, continuous improvement, and disciplined execution.
- Omnichannel Experience Excellence: Oversee the design and optimization of end-to-end journeys across voice, IVR, CRM, chat, messaging, mobile notifications, and emerging channels, ensuring seamless transitions between self-service and assisted experiences.
- Learning & Capability Enablement: Sponsor enterprise onboarding, role-based learning, certification, knowledge management, and continuous development strategies that improve readiness, proficiency, engagement, and speed to performance.
- Data & Reporting: Define enterprise KPIs, scorecards, dashboards, and performance reviews; use analytics and customer insights to identify trends, prioritize opportunities, and guide executive decisions.
- Technology & Product Leadership: Set strategic direction and provide executive oversight for contact center platforms, automation, AI-enabled capabilities, and product roadmaps, including investment prioritization, implementation, adoption, controls, and lifecycle management.
- Performance Excellence & Continuous Improvement: Drive sustainable improvement in customer satisfaction, quality, compliance, productivity, cost, and employee experience through standardized methodologies, root-cause analysis, and benefits realization.
- Cross-Functional Partnership: Partner with business operations, Digital, Technology, Clinical, Finance, Risk, Compliance, Legal, Procurement, and HR leaders to align priorities, resolve enterprise dependencies, and accelerate execution.
- Financial & Risk Stewardship: Shape business cases, investment decisions, capacity plans, and value realization; ensure solutions meet regulatory, privacy, security, accessibility, audit, and operational risk requirements.
- Enterprise Delivery Leadership: Translate strategy into executable plans, govern cross-functional delivery, drive adoption and workforce readiness, manage risks and dependencies, and realize measurable financial, operational, customer, and workforce outcomes
Required Education and Experience:
- Bachelor’s degree in Business Administration, Operations Management, Healthcare Administration, Technology, or a related discipline.
- 12 or more years of progressive leadership experience across contact center operations, customer experience, operational excellence, technology enablement, or enterprise transformation, including significant experience leading leaders and complex organizations.
- Demonstrated success defining enterprise strategy, establishing governance, and delivering large-scale transformation across multiple business units, channels, or operating environments.
- Experience owning enterprise performance frameworks and improving outcomes such as customer satisfaction, quality, compliance, productivity, cost, digital adoption, and employee engagement.
- Proven ability to lead technology-enabled modernization involving omnichannel platforms, automation, analytics, AI, CRM, workforce tools, or related contact center capabilities.
- Experience influencing senior executives and leading cross-functional decisions in a highly matrixed, regulated, and operationally complex environment.
- Strong financial and business acumen, including experience developing business cases, prioritizing investments, managing budgets, and tracking benefits realization.
Preferred Experience:
- Master’s degree in Business Administration, Healthcare Administration, Organizational Leadership, Technology, or a related field.
- Executive leadership experience within healthcare, health insurance, financial services, or another highly regulated service industry.
- Experience overseeing enterprise learning, quality, reporting, knowledge management, workforce optimization, or product management capabilities.
- Experience working with internal operations and external service partners across geographically dispersed or global delivery models.
- Relevant credentials in customer experience, continuous improvement, change management, agile product management, or contact center leadership.
Core Competencies:
- Enterprise Strategic Thinking: Connects market, customer, regulatory, technology, and operating trends to a clear enterprise vision and prioritized roadmap.
- Transformation & Change Leadership: Mobilizes stakeholders, builds commitment, manages disruption, and sustains adoption across complex transformations.
- Customer-Centered Leadership: Uses customer and associate insights to design simpler, more consistent, accessible, and differentiated experiences.
- Operational & Financial Acumen: Understands service economics, operating levers, capacity, risk, and investment tradeoffs and converts them into sustainable results.
- Data-Driven Decision Making: Synthesizes performance data, analytics, and qualitative insight to diagnose issues, forecast impact, and make timely decisions.
- Technology & Digital Fluency: Evaluates emerging capabilities and partners effectively with product and technology leaders to deliver secure, scalable value.
- Executive Influence & Communication: Communicates complex issues with clarity, builds alignment among diverse leaders, and influences outcomes without relying on direct authority.
- Enterprise Collaboration: Integrates perspectives across functions and business segments, resolves competing priorities, and creates shared accountability.
- Talent & Culture Leadership: Attracts, develops, and retains diverse leadership talent while building succession strength, engagement, and a performance-oriented culture.
- Enterprise Delivery & Value Realization: Translates strategy into disciplined execution, drives adoption and readiness, manages risks and dependencies, and delivers measurable business outcomes.
- Governance, Risk & Accountability: Establishes clear decision rights, controls, measures, and escalation paths while balancing speed, compliance, and responsible innovation.
Use your skills to make an impact Additional Information:
This executive role reports to a Senior Vice President and operates through a highly matrixed model, partnering across business segments and enterprise functions to shape the future of Humana’s customer engagement capabilities. The role requires flexibility to support critical business priorities, executive forums, and periodic travel based on business needs.
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
