Director, Service Delivery

Director of Service Delivery

Responsible for day‑to‑day operational performance, service quality, and client outcomes for all live programs and services. Owns service execution, SLA performance, issue management, and continuous improvement, ensuring operations are stable, compliant, and scalable. Serves as final authority on operational readiness, steady‑state ownership, and service sustainability.

• Manage day‑to‑day operational performance for live services.
• Own service execution and SLA performance.
• Oversee issue management, incident management, escalations, and resolutions.
• Ensure regulatory compliance outcomes.
• Approve acceptance of implementations into steady state.
• Handle staffing, capacity and operational readiness.
• Drive continuous improvement and operational optimization.
• Maintain client and stakeholder satisfaction for ongoing services.

• Bachelor’s Degree.
• 5+ years technical progressive operational experience in a call center or operational environment.
• 5+ years management experience over a large metric‑intensive operational unit.
• Experience managing service level agreements and client‑facing commitments.
• Strong cross‑functional collaboration skills.
• Experience operating in a regulated or high‑risk environment.
• Demonstrated coaching and development of associates.
• Ability to monitor and recommend improvements to increase productivity.
• Comprehensive knowledge of Microsoft Office applications (Word, Excel, Project, Visio).
• Excellent task and deadline management skills with attention to detail.
• Effective communication skills; ability to speak with line associates and deliver presentations to senior leaders.
• Strong problem‑solving skills and sound business decision making.
• Experience with departmental budget oversight.
• Track record of driving operational improvements that support business strategy.
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

• Prior experience in healthcare or insurance setting.
• Experience with project management, process improvement, or process design.
• Six Sigma or Lean experience.

• Self‑provided internet service must have a minimum download speed of 25 Mbps and an upload speed of 10 Mbps.
• Wireless, wired cable, or DSL connection is suggested; satellite, cellular, and microwave connections are allowed only with leadership approval.
• Employees in California, Illinois, Montana, or South Dakota receive bi‑weekly payment for internet expense.
• Humana will provide telephone equipment appropriate to business needs.
• Work must be performed in a dedicated space with minimal interruptions to protect member PHI/HIPAA information.

• Occasional travel to Humana offices for training or meetings may be required.

Pay range: $138,900 - $191,000 per year.

Eligible for a bonus incentive plan based on company and/or individual performance.

Benefits include medical, dental and vision, 401(k), paid time off (including paid leave, holidays, volunteer time), short‑term and long‑term disability, life insurance, and additional opportunities.

Humana does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. We take affirmative action and base employment decisions on valid job requirements.

Applicants may be requested to provide their Social Security Number. If required, an email will be sent from  with instructions to add the information to the secure application portal.