About

Become a part of our caring community and help us put health first With over 10 million sales interactions annually, Humana understands that while great products are important, it’s the quality of our service that truly defines us. We know that when our members and prospects have delightful and memorable experiences, it strengthens their connection with us and enables us to put their Health First. After all, a health services company that has multiple ways to improve the lives of its customers is uniquely positioned to put those customers at the center of everything it does. Our Brokerage Technology team is looking for a Senior Product Owner to join us in transforming the insurance brokerage industry and delivering innovative experiences to our customers. Will help drive the digital roadmap, representing the needs of the overall agent, member, or customer experience. Must be a self-starter who understands digital, customer, and business requirements, and can lead and manage change, remove roadblocks, and communicate clearly to multiple functional teams across digital portfolio and operations, technical, and business stakeholders. They will need to understand and work with stakeholders across the brokerage business lines, including Agent CRM, Agent Contracting, Commissions, and Call Center support. We are seeking a strategic and technically adept Senior Product Owner to lead the evolution and optimization of our Medicare call center telephony systems, with a primary focus on Genesys Cloud CX. This role will support both internal operations and external brokerage partners, ensuring seamless, carrier-agnostic communication workflows that enhance customer experience and broker efficiency. Responsibilities: Product Ownership & Strategy Define and drive the product vision and roadmap for the Medicare call center telephony platform. Serve as the primary liaison between business stakeholders, IT, and vendor partners (Genesys). Ensure the platform supports carrier-agnostic operations and aligns with FMO business goals. Genesys Platform Management Oversee configuration, integration, and performance of Genesys Cloud CX. Collaborate with technical teams to implement IVR flows, call routing, reporting, and workforce management features. Manage vendor relationships and SLAs with Genesys and other telephony partners. Stakeholder Engagement Work closely with internal departments (Sales, Compliance, Operations) and external brokerages to gather requirements and feedback. Translate business needs into actionable user stories and prioritize backlog items. Compliance & Quality Assurance Ensure telephony systems meet CMS regulations and Medicare compliance standards. Partner with QA and training teams to monitor call quality and implement improvements. Data & Reporting Collaborate with analytics teams to develop dashboards and KPIs for call center performance. Use data-driven insights to inform product decisions and enhance user experience. Use your skills to make an impact Required Qualifications: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time 5+ years of experience as a Product Owner or similar role in a call center or healthcare environment. Strong knowledge of Genesys Cloud CX or similar enterprise telephony platforms. Experience working with Medicare sales operations, preferably within an FMO or brokerage setting. Familiarity with carrier-agnostic workflows and CMS compliance requirements. Excellent communication, stakeholder management, and agile delivery skills. Experience with tools like Jira, Confluence, and Agile/Scrum methodologies. Preferred: Experience integrating telephony systems with CRM platforms (e.g., Salesforce, HubSpot). Knowledge of broker onboarding, lead distribution, and call tracking workflows. Technical understanding of APIs and cloud-based contact center architecture. Additional Information Social Security Task: Alert: Humana values personal identity protection. Please be aware that applicants being considered for an interview will be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana’s secure website. Virtual Pre-Screen: As part of our hiring process for this opportunity, we will be using exciting virtual pre-screen technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a virtual pre-screen, you will receive an email and text correspondence inviting you to participate in a HireVue interview. In this virtual pre-screen, you will receive a set of questions to answer. You should anticipate this virtual pre-screen to take about 10-15 minutes. Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. Scheduled Weekly Hours 40 Pay Range The 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 on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. $94,900 - $130,500 per year This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance. Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. Application Deadline: 10-29-2025 About us Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large. Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.