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Humana

Senior Product Manager

Company: Humana

Location: Troy, MI, United States

Posted on: November 24

Description

Humana's Enterprise Shared Services organization is looking for a Senior Product Manager to join the Desktop Product Management team! As the Senior Product Manager, you will own, manage and lead work streams to improve and transform the service associate experience in support of Humana and customer interactions. In this role, you may leverage PI planning, value stream mapping, customer journey maps, NPSt, root cause, call listening, member/consumer experience design, elimination and recognition of friction points, identifying automation/optimization opportunities and empower others in the organization to speak up and voice opportunities to improve the customer experience.

Responsibilities

The ideal candidate will have experience working in an agile development environment and knowledge or openness to training in SAFe Agile methodologies. A strong drive as a strategic thinker and a leader is also critical, coupled with a natural inquisitiveness and empowerment to challenge norms with fresh ideas and perspectives ground in working backwards from the experience and the value of a need that we are healing for.

Essential Role Functions

  • Act as strategic owner for major product initiatives

  • Work closely with both business and IT partners and lead efforts to ensure positive experiences and value delivered via strategic and tactical efforts

  • Develop, write and groom user stories and related artifacts in support of product ownership and product management accountabilities

  • Ability to own and lead effectively as well as to deliver and execute on strategic and tactical commitments

  • Act as a champion and advocate for service associates and our external Humana customers

Required Qualifications

  • Bachelor's degree or equivalent related work experience

  • Minimum 3 years of experience leading enterprise-level projects (as business or IT) with multiple sub-areas, directly impacting organizational metrics (such as NPSt), developing user stories for use in development sprints, and/or directly influencing or leading work improving the customer experience in a strategic manner

  • Experience in Product Ownership and/or Product Management

  • Must have experience working in an Agile environment

  • Exceptional oral and written communication skills, including but not limited to presentation skills to leadership

  • Proven leadership capabilities enabling value and experience-driven values and outcomes

  • Ability to see yourself in strategies and to not only deliver against them, but to shape, reset and evolve them as business needs shift

  • Creativity and brand design knowledge/experience

  • Extensive knowledge and use of Microsoft programs such as Word, Excel, PowerPoint

  • Detail oriented with excellent organizational and project management skills

  • Critical thinker who can anticipate team needs and take initiative to present ideas, ask the right questions and deliver the highest quality work

  • Ability to prioritize and handle multiple tasks with concurrent deadlines and lead project

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

  • Product Owner, Product Management and/or SAFe Agile Certifications

  • SAFe Agile experience

  • Experience in developing and leveraging consumer journey maps

  • Experience in leading PI planning and value stream mapping

  • Member/Consumer design experience

  • Strong understanding of Humana's LOBs

  • Strategic Member and Provider Communication experience

  • Strategic development

  • Strong working experience with core Humana systems used by service associates, such as CAS, MTV, PCP, CI, eBilling and PBS

  • Salesforce CRM experience

  • Voice and IVR Solutions

  • Omni channel - customer experience

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 [ Link removed ] - Click here to apply to Senior Product Manager

Recommended Skills

  • Agile Methodology
  • Attention To Detail
  • Automation
  • Brand Design
  • Business Requirements
  • Coaching And Mentoring
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