Director, Call Center​/FMO - Brokerage

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The Director, External Call Center Partners will report to William Kinkead, Associate VP-Brokerage sales. This role sets and executes the enterprise strategy for external call center sales partnerships. You will carry end-to-end accountability for revenue performance, partner strategy, and operational excellence across a complex ecosystem of third-part sales organizations.

Serving as a key member of the sales leadership team, the Director will lead large-scale partner relationships, shape multi-year growth strategies, and ensure alignment between external partners and enterprise objectives related to revenue growth, customer experience, compliance and brand equity. The position requires a sophisticated understanding of how sales, operations, compliance, and technology intersect to drive sustainable performance at scale.

• Oversee and deliver annual and multi-year revenue targets across all external call center partners, with full accountability for performance outcomes.
• Define and execute the overarching partner sales strategy, including growth priorities, channel optimization, and market expansion initiatives.
• Translate enterprise commercial objectives into actionable partner strategies, ensuring consistent execution across a diverse partner portfolio
• Serve as a strategic advisor to senior leadership, providing insights on partner performance, market dynamics, and growth opportunities

• Provide executive oversight of all existing external call center partnerships, ensuring strong governance, performance management, and alignment with organizational standards
• Build and maintain a robust pipeline of new partner relationships, including evaluation, due diligence, contracting and onboarding.
• Negotiate and oversee complex commercial agreements, including performance incentives, compensations structures, and service level expectations.
• Act as a senior escalation point for partner related issues, driving resolution while preserving long‑term strategic relationships

• Establish performance frameworks, KPIs, and reporting cadences to measure partner effectiveness, productivity, quality and compliance
• Drive continuous improvement initiatives to enhance sales effectiveness, customer experience, and operational efficiency across partner channels
• Lead the implementation of new or enhanced programs, processes, and tools that support scalable partner growth
• Ensure all partner activities align with regulatory, compliance, and brand requirements, particularly within a highly regulated sales environment

• Partner closely with internal stakeholders across Sales Operations, Compliance, Marketing, Technology and Training.
• Provide Strategic input into broader commercial planning, including product launches, market entry and product diversification strategies
• Champion enterprise priorities within the partner ecosystem, ensuring consistency in messaging, execution and customer experience

• Lead, mentor, and develop a high‑performing team responsible for partner management, strategy, growth and execution
• Foster a culture of accountability, performance excellence and continuous improvement
• Represent the organization externally with executive‑level credibility, serving as a trusted partner to senior leadership within external organizations.

• Bachelor's degree or higher
• 10+ years of progressive experience in sales, channel management, and leadership within a complex, multi‑channel environment
• 5+ years of senior management experience leading large, distributed teams and/or external partner organizations
• Demonstrated success driving large-scale revenue growth
• Must be experienced in the Medicare Advantage Sales and Distribution space
• Must possess an active Health and Life Insurance License

Travel:
While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

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