Associate VP, Product Management, Omni-Platform

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 AVP, Product Management sets product vision develops, delivers, and manages product roadmaps for addressing customer needs resulting in successful customer adoption for achieving positive business outcome. The AVP, Product Management requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

Assistant Vice President, Product Management leads all phases of the product life cycle, from inception to introduction into the marketplace, by developing products to meet specific customer needs and achieve specific cost and success outcomes. Once products are launched, monitors efficacy of products and uses customer and business partner feedback to ensure products are meeting customer needs across each customer segmentation, adjusting products over time to continue to achieve the desired outcomes. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance. Provides input into functions strategy.

Use your skills to make an impact
 

The AVP, of Omni-Channel Product will be responsible to connect customer experiences across every channel-touchpoint, offer, message, and sales, service, and marketing interactions giving our enterprise a competitive edge in the marketplace with respect to customer engagement and creates high ROI process efficiencies. In order to achieve that it’s important to fuse customer experience with technology platforms and transactional, interaction and contextual data that’s centered on customer. A successful amalgam of relevant data platforms and workflow orchestration will offer seamless customer journey across channel interactions and across healthcare needs to Humana’s members, no friction, fall outs or dead ends. 

This product group will focus on creating a single source of member data/interactions and bring in transactional and interaction information for cross channel engagement – digital, contact center, agent desktop, voice, journey orchestration, analytics, CRM-sales and service. The leader for this group will have deep understanding of customer data, have business architectural understanding and have ability to create and execute on platform vision. The leader should be well versed with customer experience, digital, analytics and marketing technology and data platforms and products and have expertise on making progress in fast paced product agile development model. The leader in this role will set vision for customer journey orchestration, personalization, design and activation of customer 360 for transactional and health insights. A successful leader will have the ability to prioritize high value customer experiences by translating experience needs to integrating data platform capabilities in well-defined platform roadmaps. This role will have the ability to bring focus and prioritization to core platforms features across – Digital platform, CRM marketing, sales and service platforms, Contact center and interactions platform and other core system of records.

This individual will be responsible for strategic partnerships, choice of vendors and alignment to technology strategy of internal platforms. He or she will ensure that opportunities to optimize the use of the platform ecosystem are identified that will generate most value to Humana.  A strong understanding of data architecture, technology platforms and passion for customer experience will be necessary for success.

The person in this role will lead a team of directors, principals and product managers to set vision, solution and platform roadmaps and manage success of solutions w.r.t OKRs and business strategy. A successful candidate will have strong stakeholder management expertise as well as strong abilities in using technology to build platforms focused on business results. This individual will be a hands-on, participative manager who will lead a broad cross-functional team to identify opportunities to drive innovation and disruption in the experiences Humana delivers to its customers. The role will include close collaboration and partnership with the technology teams, various product teams, business sponsors, program leadership team, and the vendor(s) to ensure opportunities for innovation are identified and executed upon.

Required Qualifications

• MBA, or MS in computer sciences/data engineering or BS in Tech and 15+ yrs. of experience

• At least 10+ years of overall professional experience in a role with product management, platforms, strategic planning and data management

• Strong understanding of customer data management, MDM, data architecture and cloud-based data platforms and technologies

• Deep experience driving the strategy and operation of the Adobe Experience Platform (AXP) application services including Real-Time Customer Data Platform, Customer Journey Analytics, Web SDK, and Adobe Journey Optimizer.

• Strong experience integrating the Adobe Experience Platform applications with the Salesforce Marketing Cloud (SFMC) for journey orchestration and messaging.

• Experience creating alignment with broader enterprise leaders and teams including IT, CIAM, Marketing, Data and Platforms, User Design and Experience, Data Science, and product teams.

• Demonstrated experience connecting enterprise growth goals – growth, retention, productivity, associate engagement – to prioritized customer journeys and experiences powered by AXP and SFMC.

• Experience partnering with Product, Marketing, Channel, IT, and Dats Science teams to implement test and learn (a/b, multivariate) strategies and approaches to determine winning customer journeys, engagement, and use cases that drive value (growth, retention, productivity, NPS and member engagement).

• Ability to define, build, and manage CX, marketing, omnichannel, and digital dashboards and operational metrics to track value realization from AXP and omnichannel use cases.

• Assist in developing customer orchestration strategies and business rules to help govern customer engagement and ensure omnichannel strategies follow Design Thinking best practices to delivery valuable, personalized member experiences.

• Experience driving data driven customer journey visualization, personalization, segmentation and marketing use cases

• Demonstrated success leading large scale projects/programs and technology-based solutions

• Strong analytic, organization and problem-solving skills enabling sound decision making

• Experience with cloud-based customer experience and ability to manage large platforms

• Excellent communication and relationship building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders

• Experience with influencing and leading leaders driving high performing team

• Demonstrated success of driving results through OKR management

• Strong understanding of business strategy and demonstrating delivery of strategy

• Enthusiasm positive bend and self-motivation is essential; a confident change-agent

• Strong presentation skills (oral and written)

Preferred Qualifications

• Master of Business Administration or relevant master’s degree in technology or data space

• Work experience in cloud data platforms, marketing data management, data architecture, omni-channel customer identity management, analytics and customer journey

• Work experience in a health care and /or insurance industry is desirable

• Technology expert with experience leading technology teams and managing vendor relationships

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.

 

$181,200 - $249,300 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 veteran status. It is also the policy of Humana to 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.

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