AVP, Medicare Inbound Contacts

The Associate Vice President (AVP), Medicare Inbound Contact Operations is responsible for the strategic and operational leadership of one of Humana's largest and most complex contact center portfolios. The role leads an integrated service organization composed of internal associates and more than 12,000 associates employed by business partner organizations across a geographically dispersed delivery footprint. This position supports Individual Medicare, Group Medicare, Disenrollment, Member Solutions, chat, and related member service functions across assisted and digital channels.

The AVP defines service excellence for the Medicare inbound portfolio and establishes the strategy, operating roadmap, and performance disciplines required to deliver a simpler, more consistent member experience. This leader is accountable for balanced outcomes across Stars and call quality, NPS and customer experience, growth and retention, productivity and cost transformation, regulatory compliance, associate engagement, and digital and automation advancement.

Operating in a highly matrixed environment, the AVP partners across Customer Contact Center leadership, Digital, Product, Experience, Workforce Management, Learning, Quality, Analytics, Finance, Technology, Compliance, Procurement, and Vendor Management to optimize resources, leverage enterprise synergies, expand member self-service, reduce avoidable contact, and deliver sustainable operating improvement. The successful candidate will balance strategic vision with disciplined execution while building a high-performing, engaged internal and global partner workforce.

• Define service excellence for Medicare inbound operations and translate that vision into a multi-year strategy, roadmap, investments, and measurable outcomes.

• Deliver results against strategic priorities including Integrated Health, growth and retention, Stars and call quality, NPS and customer experience, productivity, digital and automation advancement, and workforce engagement.

• Lead transformation of the member contact experience across voice, chat, social, self-service, and emerging channels, ensuring seamless transitions between digital and assisted service.

• Partner across lines of business and enterprise functions to identify reusable capabilities, operating synergies, and opportunities to simplify member journeys and reduce avoidable contact.

• Use internal performance insights, external benchmarking, and emerging technologies to continuously evolve the operating model and advance service innovation.

• Lead large-scale Medicare inbound operations supporting Individual Medicare, Group Medicare, Disenrollment, Member Solutions, chat, and related member service functions.

• Own a balanced performance framework spanning service, quality, compliance, member experience, Stars, NPS, productivity, cost, digital adoption, and associate engagement.

• Set operating rhythms, scorecards, escalation paths, and accountability mechanisms that convert performance data and member insights into timely action.

• Lead cost transformation and sustainable productivity improvement while protecting service quality, compliance, workforce health, and the member experience.

• Ensure capacity, readiness, and business continuity across internal, nearshore, offshore, and other partner delivery models.

• Lead and develop a high-performing team of operational leaders accountable for frontline teams and business partner delivery.

• Design and advance a world-class engagement model that supports internal associates and a global partner workforce, strengthening connection, readiness, retention, and performance.

• Build leadership bench strength through succession planning, talent reviews, coaching, mentoring, and differentiated development.

• Foster a culture centered on member experience, accountability, inclusion, collaboration, innovation, continuous learning, and disciplined execution.

• Own operational budgets and workforce planning strategies.

• Identify opportunities to optimize costs while maintaining or improving service quality.

• Ensure effective utilization of internal and external workforce resources.

• Lead business case development for strategic investments and operational improvements.

• Provide executive oversight for more than 12,000 BPO associates, ensuring external operations function as an integrated…