Lead, IT Command Center

Overview

Become a part of our caring community and help us put health first

The Lead, IT Command Center is responsible for managing the delivery of IT and business driven initiatives and cycles. This includes, but is not limited to, the operational go-live for Medicare Annual Enrollment Period, New Plan Year, CMS STARS season, etc. During a Command Center, we maintain a prioritized RAID log of any impactful post go-live issue to ensure that all critical & high items are resolved ASAP and manage the remaining via a logical cadence.

The Lead Technology Leadership Professional is aligned to lead our IT Command Center (ITCC). The ITCC is the central hub for business to IT escalations, often from contact center operations leaders. The ITCC is the single intake mechanism for executive and privacy escalations with any IT failure. They will pull in any required IT teams to provide an associate to follow up with an affected member(s).

During our most critical cycles:
Annual Enrollment Period, New Plan Year, STARS, CMS Audit, etc. the ITCC runs or Command Centersirst line of defense to ensure that the operational go-live of these cycles are well supported from an IT perspective. They have developed feedback loops with IT Inc Mgmt teams to ensure critical issues are raised, escalated and addressed to support business outcomes. Additionally, during these cycles, the team builds EOD reports that are cascaded up to and including segment presidents and CTO.

Use your skills to make an impact

Responsible for leading IT Command Center operations and ensuring timely delivery of IT and business initiatives during critical cycles.

Coordinate cross-functional teams to address post-go-live issues, maintain RAID logs, and escalate as needed to protect business operations and member experience.

Facilitate communication with executive leadership, privacy, and external vendors; produce and share ETA-based status updates and executive-level metrics.

Support development of end-of-day reports and dashboards for leadership review, including segment presidents and CTO where applicable.

A proven track record of partnering across IT and business segments, building deep relationships at varying organization levels.

An understanding of industry standard technologies in order to drive outcomes without being a technical SME.

Demonstrated ability to effectively advance projects in situations with limited or ambiguous direction, utilizing sound judgment, resourcefulness, and proactive problem-solving to achieve objectives.

Strong ability to command attention and engage audiences effectively, facilitating productive discussions and maintaining a professional atmosphere in group settings and with varied levels of leaders. This includes partnering with external vendors.

Ability to communicate effectively and deliver presentations to senior leaders and executives

Advanced experience leading special projects and producing metrics, measurements and trend reports

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Bachelor's degree, MBA, or other Advanced Degree

2+ years of project leadership experience

4+ years of experience within the Healthcare domain

Possess a solid understanding of operations, technology, communications and processes

ITIL certification

Work-At-Home Requirements

WAH requirements:
Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

Satellite and Wireless Internet service is NOT allowed for this role.

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

Pay Range

The compensation range below reflects a good faith estimate of…