Principal Solution Manager CECP Voice Product

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Job Information
Humana
Principal Solution Manager (CECP) Voice Product
in
Anchorage
Alaska
Description
The Principal Solution Manager, CECP Voice is responsible for defining and supporting the building of desirable, feasible, viable and sustainable large-scale Voice business solutions that meet customer needs. The Principal Solution Manager is responsible for developing the Solution Vision, Solution Roadmap and capabilities working with Solution Architects and other Solution Managers to align to the CECP Portfolio objectives.
The Principal Solution Manager leads all phases of the product-suite life cycle, from inception to introduction into the marketplace by developing product strategies to meet specific customer needs and to achieve specific cost and success outcomes. Once products launch, this individual monitors efficacy of products and uses customer and business feedback mechanisms to ensure product strategies are meeting customer needs across each customer segmentation. This individual adjusts and advances products over time to continue achieving strategic goals and outcomes as well as to drive innovation through anticipating customer needs and desired outcomes. Provides strategic advice and guidance to executives across the enterprise to develop and drive Customer Experience Center Platform (CECP) strategy forward in partnership with business segment and/or enterprise-wide functional strategies. This individual provides strategic advice and guidance to multiple teams across the program to ensure CECP executes as an enterprise platform that meets the needs of multiple businesses and associated customers.
The Principal Solution Manager understands the strategic vision of Humana and develops the product-suite vision and roadmap aligning to the strategic vision of the CECP program. This individual works with end users, stakeholders, and customers to understand and solve for their varying needs. This individual guides multiple Product Managers and Owners aligned to the program to ensure CECP platform vision and goals, paired with business-level priorities translate into appropriate Epics and features to populate product backlogs across the program. Accountable for setting priorities and balancing investments in short‐term tactical product improvements with long‐term strategic product investments. Provides clear guidance to delivery teams on customer needs and expected product outcomes, but hands authority over to teams to make decisions about how to achieve these outcomes and meet customer needs. During Program Increment/iteration (PI) planning sessions, presents key outcomes to be delivered in the PI.
Responsibilities
This role is responsible for discussing the product-suite progress and communicating regularly to key executive stakeholders. Provides adequate information and updates to the Portfolio Team so that informed decisions can be made. Partners with Product Managers and Owners and Scrum Masters across the CECP program to create a weekly update rollup including key milestones, risks, and dependencies for the CECP Platform as a whole.
This role will focus on:
Being a visionary in defining the Voice Channel suite of product
Understands desired business and platform outcomes to frame Voice product vision against business needs value, cost effectiveness, and risk.
Sets the product vision and roadmap for the Voice product suite of capabilities, which includes but is not limited to Interactive Voice Response (IVR), queuing and routing, call and screen recording, integrated outbound dialer, softphone, call back and enhanced capabilities such as predictive routing and voice biometrics.
Aligns key epics, capabilities and features to be delivered to Product Owners and execution.
Leads discussions with stakeholders of enterprise-wide in-flight initiatives to align with portfolio in a systemic and cross-domain fashion.
Links cross-team dependencies, connects upstream and downstream impacts, and drives discussion and requirement exchanges.
Provides deep insight and analysis into decision points around product strategy, epics, features, and timing.
Identifies product gaps and adjusts Voice roadmap to drive innovation and achieve overall Platform value.
Partners with CECP Journey & Experience teams and CECP Platform Lead to research emerging market trends for product innovation and incorporate into roadmap.
Delivering through new ways of working
Partners with the CECP Journey & Experience teams to understand the needs of the end user community as well as the differing customer types and acts as their spokesperson within the product while unblocking issues and driving delivery.
Influences product feature backlog and collaborates on prioritizing features in the backlog across enterprise stakeholders and consumers.
Stays on top of the progress made on the Voice channel product and any slippages thereof.
Builds strong relationships with key stakeholders at varying levels of the enterprise and provides weekly status updates on the Voice product progress.
Works closely with program Product Owners and Scrum Masters to obtain weekly product updates.
Informs the Portfolio Team of product updates and assists in decision making to meet overall roadmap milestones and flag risks and dependencies.
Required Qualifications
Bachelors' Degree or relevant experience
5 years of management experience
4 years of experience owning enterprise-scale products/capabilities
2 years of contact center experience, to include being hands on with Voice solutions (e.g., IVR, queuing and routing, call and screen recording, integrated outbound dialer, softphone, call back and enhanced capabilities such as predictive routing and voice biometrics, etc.)
High technology and data acumen
Experience problem solving and consulting within complex environments
Experience facilitating cross-functional teams' efforts
Clear and concise oral and written communication skills and strong interpersonal skills
Experience working in an agile environment and leading decentralized teams
Ability to make informed decisions in a high-pressure environment
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Preferred Qualifications
3 years product management experience across contact center and/or digital enablement technologies
Agile Certification e.g. SAFe® 5 APM or equivalent
Work experience in a health care and /or insurance industry
Relevant Master's degree
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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