Provider CRM Lead

The Provider CRM Lead (Lead Product Manager) is responsible for defining and advancing the strategy, roadmap, and adoption of Provider CRM capabilities that enable a more connected, data-driven provider experience. You will partner across business, operations, digital, analytics, and technology teams to improve provider engagement, strengthen relationship management, streamline workflows, and deliver actionable insights for field and operational teams. The ideal candidate combines product management, customer relationship management, and change leadership experience with the ability to translate business priorities into scalable capabilities that improve provider satisfaction, operational efficiency, and business outcomes.

You will report to the AVP, Product Management.

• Define and communicate the long-term vision, strategy, and roadmap for CRM capabilities and customer engagement platforms
• Align CRM investments with business objectives, customer needs, and growth strategies
• Identify opportunities to improve customer acquisition, retention, loyalty, and lifetime value through CRM innovation
• Monitor industry trends, emerging technologies, and competitive CRM capabilities

• Lead end-to-end product lifecycle management from discovery through delivery and ongoing optimization
• Prioritize initiatives using data, customer insights, business outcomes, and stakeholder feedback
• Develop business cases and success metrics for product investments
• Mentor and guide other product managers and cross-functional team members

• Own CRM platform capabilities including customer profiles, segmentation, lead management, campaign management, workflow automation, reporting, and integrations
• Partner with engineering teams to define scalable architecture and platform enhancements
• Drive platform modernization and adoption of AI-driven personalization and automation capabilities
• Ensure data quality, governance, privacy, and compliance standards are maintained

• Bachelor’s degree
• 8+ years experience leading CRM implementation
• 2+ years of project leadership experience
• Ability to translate business priorities into product requirements, user stories, roadmaps, and delivery plans
• Experience partnering across business, operations, technology, analytics, and digital teams to implement enterprise solutions
• Strong analytical skills with the ability to leverage data, performance metrics, and stakeholder feedback to drive continuous improvement
• Excellent communication, stakeholder management, and change management skills

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.

40

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…