VP, COE Client Services

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.

• 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.

• 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…