Location
Portland, ME, United States
Posted on
Oct 27, 2022
Profile
Job Information
Humana
Associate Director, Operational Readiness
in
Portland
Maine
Description
The Associate Director, Operational Readiness ensures optimized interaction between a company and members through the development of predictable and sustainable readiness practices including continuous improvement methodologies that allow for rapid response to service friction points. The scope of the operational readiness function spans multiple contact center operations with varying degrees of readiness practice maturity, this leader will have the opportunity to establish best practice and drive enterprise level change for our members and associates furthering our pursuit of Helping Members Achieve Their Best Health.
Responsibilities
Lead a team of associates whose primary responsibility is ensuring operational readiness for service experiences in the contact center with the intent of ensuring that Humana is service ready for every
customer contact
Create and leverage processes that ensure unprecedented contact center readiness practices across a worldwide service footprint, delivering service interactions that ensure our customers' needs are met generating experiences that help them achieve their best health
Leverage multiple service data points to observe and address operational readiness, those data points will include Voice of the Customer, NPSt and Issue Resolution
Maintain a solid understanding of how organizational capabilities interrelate across department(s) to deliver an exceptional service interaction experience for customers and associates
Exhibit a depth of understanding and bias for action related to the recognition and elimination of friction points and opportunities for automation and optimization
Make typically related to identifying and resolving complex technical and operational problems within department(s), and could lead multiple managers or highly specialized professional associates
This role is a remote role working from home with some overnight travel. Based on current guidance from the CDC, local and state governments, and Humana leadership related to the coronavirus (COVID-19) outbreak have extended travel restrictions until further notice. The policy will be reassessed as the situation warrants. Once these restrictions are lifted this role may require up to 20% travel, which could include international, depending on business needs.
Required Qualifications
Minimum 5 years of experience leading change management and organizations that support operational readiness
Minimum 3 years of large-scale project leadership experience
Experience with analytics, including program evaluation and optimization
Critical thinker who anticipates team needs, takes initiative to present ideas, ask questions, and exhibit a commitment to pursuit of excellence
Strategic thinking and planning capabilities; organized and detail-oriented
Exceptional communication skills, both written and verbal (including public speaking)
Experience in identifying optimization and automation solutions to develop and launch company initiatives
Demonstrated process development and data-driven continuous improvement experience
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Must have ability to support occasional after-hours deployments based on business need (may include weekends)
Work at Home/Remote Requirements
Must ensure designated work area is free from distractions during work hours and virtual meetings
Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 25x10 (25mbps download x 10mbps upload) for optimal performance of is required
Preferred Qualifications
Experience in Medicare and/or healthcare
Off-shore contact center experience
Prior experience with agile leadership practices and methods
Covid-19 Vaccine Policy
Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field. Every associate and contractor who work inside a Humana facility or in the field, regardless of vaccination status, must complete a daily health screening questionnaire.
Additional Information
As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn't missed) inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews #LI-Remote
Scheduled Weekly Hours
40
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our ****
Company info
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