Director, Product Management

Become a part of our caring community The Director, Product Management will lead development of next‑generation IVR and conversational automation capabilities, including the modernization of our voice self‑service ecosystem. This role requires a leader with deep expertise in IVR platforms—particularly Google GECX/Playbooks and related Google Contact Center AI tooling—who can deliver generative and agentic IVR experiences that dramatically improve customer outcomes and operational performance. You will own the full product lifecycle for our Centerwell IVR and voice automation portfolio, from strategic roadmap creation to production delivery and continuous improvement. This leader must pair strong technical fluency in modern IVR architectures with a proven track record of delivering measurable value through intelligent automation, LLM‑powered dialog flows, and multimodal conversational experiences.IVR & Conversational AI Leadership Lead the vision, strategy, and execution for our enterprise IVR ecosystem, with a deep focus on modernization, automation, and scalable platform designOwn roadmap creation and delivery for IVR capabilities using GoogleGECXincluding voice bots, routing logic,LLM/NLU/NLP models, call intent prediction, and virtual‑agent experiencesDrive adoption of generative and agentic IVR capabilities, enabling dynamic dialog generation, autonomous task handling, and context‑aware workflow orchestrationProduct Strategy & Delivery Translate business priorities and customer pain points into actionable technical product strategies for IVR and conversational automationBuild and lead high‑performing product teams; hire and develop talent with strong IVR, NLU, and conversational AI expertiseValidate product effectiveness through measurable KPIs such asintentcapture/accuracy,authentication,containment, deflection, CSAT/NPS, and call‑efficiency improvementsCross‑Functional Collaboration Partner with engineering, operations, contact center, analytics, CX, and UX teams to deliver best‑in‑class IVR solutionsServe as the primary business representative for all IVR‑related initiatives, ensuring strong alignment across the enterpriseDrive governance, consistency, and standards across IVR platforms, ensuring clean architecture, reusable components, and scalable design patternsOperational Excellence Support delivery teams through active leadership, removing blockers and ensuring initiatives meet quality and cost expectationsConduct solution‑wide evaluations to identify improvements across architecture,LLM/NLU models, routing, and system integrationsManage risks, dependencies, and cross‑team prioritization for all IVR and conversational AI initiatives Use your skills to make an impact Required QualificationsBachelor’s Degree8+ years of product management or technology leadership experience with at least 5+ years focused on IVR and voice automationDeep hands‑on experience withIVRplatformssuch asGoogle,Genesys,etc.Proven delivery of generative‑AI‑powered and agenticIVRconversational experiencesStrong understanding of IVRself-service, digital deflection, callrouting, telephony, SIP, APIs, and backend system integrationExperience delivering multi‑year product roadmaps with agile and human‑centered design practicesStrong leadership skills and ability to manage, coach, and grow high‑performing teamsExcellent communication skills with executive presenceand demonstrated ability to present and influence C-Suite LeadershipDemonstrated success with OKR‑driven product deliveryExperience managinglargeenterprise‑scale, cross‑functional initiativesPreferred QualificationsMBA or Master’s DegreeHealthcare(Primary Care, Pharmacy, etc.)experienceExperience modernizing legacy IVR into cloud‑nativeconversationalvoice platforms, specifically Google GECX/PlaybooksDirect experience leading teams building conversational AI (voice + chat)Strong familiarity with cloud contact center platforms such as Genesys, Nuance, Amazon Connect, Five9, etc.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.Scheduled Weekly Hours40Pay RangeThe 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