Lead Product Manager, Self-Service and Support

Become a part of our caring community and help us put health first
 Do you have a passion for self-service, shift left, first call resolution (FCR), knowledge, automation, and innovation? Have you led a broad range of technology products through design, delivery, and support? Do you enjoy managing and communicating on progress, risks and dependencies? If you feel you can excel in enhancing the service and support for enterprise-wide technology and productivity solutions, then this is the role for you.

We are seeking a dynamic and experienced Lead Product Manager to lead our self-service and support product line encompassing both services and digital products. This role focuses on enhancing the experience of our diverse workforce, which includes members from contact centers, clinicians, pharmacy staff, and corporate staff when they have technology-related support needs. Our internal customers include Level 1, Level 2, and specialized support teams. The selected candidate will collaborate closely with IT Service Management (ITSM) practices, ServiceNow product owners, Customer Experience Center Platform team (contact center), and other product teams as needed.

A successful product manager is highly analytical, able to work effectively in a matrixed organization, and adept at synthesizing a variety of technologies and capabilities into high quality, simple solutions that delight end users and stakeholder teams. The ideal candidate for this role will have a business and value-oriented product sense, combined with a good understanding of workforce technology needs and support processes in healthcare or similar industries. You must be able to thrive and succeed in an entrepreneurial environment without being hindered by ambiguity or competing priorities. Good judgment, ability to influence, analytical talent, exceptional communication skills, the ability to partner with technical and non-technical stakeholders and leadership are essential to success in this role.

In this position you will:

• Own and drive the self-service and support strategy/roadmap contributing to department objectives and key results.

• Collaborate with cross-functional teams, including ITSM and ServiceNow product owners to define technical options, requirements, and timelines to deliver self-service and support solutions that optimize the users’ work experience.

• Engage with end-user customers and internal customers to gather feedback and improve product offerings.

• Manage multiple support channels, including in-person help, digital self-service, virtual agents, live chat, and voice support.

• Interface with organizational stakeholders – engineering teams, technology architecture, suppliers, portfolio, UX, research, marketing, and communications.

• Influence and align teams to orchestrate cohesive product development and delivery.

• Utilize ServiceNow and SharePoint platforms to enhance digital product offerings.

• Adopt and promote a product mindset, continuous discovery, and agile methods within the team.

• Generate data-driven insights from different data points to validate opportunities and measure the success of solutions pursued.

• Interact directly with senior management to advise on and obtain input for evolving product strategy and technical options to solve user problems.

• Negotiate features and release timelines with multiple internal teams that contribute to creating a delightful self-service and support experience.

• Exercise independent judgement and decision making on complex issues to determine the best course of action. 

Use your skills to make an impact
 

Required Qualifications

• Bachelor's degree and 8+ years of technical experience, or equivalent and 5+ years of product manager, lead product owner or equivalent role experience.

• Proven experience as a Product Manager, preferably in a technology-focused role.

• Strong understanding of IT Service Management (ITSM) practices and ServiceNow.

• Experience with digital product management, including products developed on platforms like SharePoint and ServiceNow

• Excellent communication, collaboration, and interpersonal skills to influence and align internal and external stakeholders, including engineering, business teams, leaders, and partners.

• Achieve favorable outcomes when there is conflict of interest, driving decisions using data, technology, and market knowledge.

• Ability to gather and analyze user feedback to drive product improvements.

• Experience with agile methodologies including Scrum and Kanban

• Ability to manage multiple support channels and enhance user experience, achieve business outcomes while mitigating technical debt

• Ability to effectively prioritize what matters and manage multiple streams of work at the same time.

• Experience with analyzing industry activities vs. own products/solutions; develop awareness of directional industry behavior.

• Knowledgeable about user needs and behavior patterns. Can map features to target personas/segments and value.

• Expertise in using analytics, metrics, and key performance indicators to measure progress.

• Ability to set and track product performance goals. Use and present usage and performance data that influence product direction and development.

• Ability to identify and quantify opportunities for roadmap prioritization. Assess tech debt as part of the development backlog and manage accordingly.

• Ability to recognize good and bad user experience and identify opportunities for improvement. "Design for Delight" mindset.

Preferred Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems, or an MBA with engineering/quantitative background.

• Familiarity with workforce technology needs and support processes

• AI knowledge/experience

• ITSM and/or Product Management certification(s) with Pragmatic Institute, Group280, Scrum Product Owner, Product School, MindTheProduct, SAFe or similar.

• Familiarity with Healthcare

Additional Information

Location/Work Style: Remote US

Why Humana?

At Humana, we know your well-being is important to you, and it’s important to us too.  That’s why we’re committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. Just to name a few:

• Work-Life Balance

• Generous PTO package

• Health benefits effective day 1

• Annual Incentive Plan

• 401K - Excellent company match

• Well-being program 

• Paid Volunteer Time Off

If you share our passion for helping people, we likely have the right place for you at Humana.

Work at Home Guidance

To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested

• Satellite, cellular and microwave connection can be used only if approved by leadership

• Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

SSN Alert Statement

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.

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.

 

$126,300 - $173,700 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.

Application Deadline: 01-02-2025
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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