CECP Lead Product Manager

Profile

Job Information
Humana
CECP Lead Product Manager
in
Colorado Springs
Colorado
Description
In order to help Humana achieve a best in class customer experience, this Lead Product Manager will play a pivotal role as an enterprise champion for delivering contact center as a service capabilities focused on Workforce Engagement and Quality Management. The Lead Product Manager works on problems of diverse scope and complexity ranging from moderate to substantial.
Responsibilities
Humana is replacing several legacy platforms to leverage Genesys, a new modern cloud-based omni-channel platform over the next couple of years. The Lead Product Manager is responsible for all phases of the product life cycle, from inception to introduction into the marketplace, by developing products to meet specific customer needs and achieve specific cost and success outcomes. Once products are launched, monitors efficacy of products and uses customer and business partner feedback to ensure products are meeting customer needs across each customer segmentation, adjusting products over time to continue to achieve the desired outcomes. This initiative has high visibility to senior leaders including Humana's Board of Directors.
Key Responsibilities to include:
Develop, execute, and mature short and long term product roadmaps to meet evolving business needs
Documents Epics and Features to support research and discovery at the portfolio level and get Epics in a position to transition to a Solution train for further development and delivery
Participate in in the overall portfolio planning to understanding how CECP QEE capabilities interact with other solution/product roadmaps
Responsible driving collaborative, cross functional teams to understand needs and wants as they pertain to QEE capabilities and Lead PI Planning Ability to influence areas to consider new ways of working to adapt to modern cloud-based technologies
Ability to present and navigate conversations with higher level (AVP ) and articulate goals, progress, and blockers in clear and concise manner.
Understands the broader picture of customer experience products throughout the enterprise and identify gaps or opportunities to develop or evolve products
REQUIRED QUALIFICATIONS
Bachelor's degree OR 8 years technology delivery/deployment experience
5 years of experience in a contact center enablement field, such as workforce management, quality management, etc. Experience should include a mix of practitioner and technologist roles/responsibilities.
Experience with Genesys or other cloud-based contact center platform
2 years of product owner/manager experience deploying large scale, transformational technology
PREFERRED QUALIFICATIONS
SAFe PO/PM Certified
Demonstrated ability to influence and champion change within the context of a technology transformation project
Ability to tell a story when it comes to value of features/capabilities and can synthesize how pieces interact to make up a whole, or increase the value of a broader solution
Understanding of how workforce engagement and quality management capabilities contribute to the customer experience
ADDITIONAL INFORMATION
This position is open to working remote.
For this job, associates are required to be fully COVID vaccinated, including booster or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.
If progressed to offer, you will be required to:
Provide proof of full vaccination, including booster or commit to testing protocols
*OR  *
Provide proof of applicable exemption including any required supporting documentation
​​Medical, religious, state and remote-only work exemptions are available.
Scheduled Weekly Hours
40

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