CenterWell Contact Center Integration Principal
Key Responsibilities • Develop and maintain a multi-year contact center integration roadmap, including technology modernization and operating model evolution • Identify, size, and prioritize high-value integration opportunities across CenterWell contact centers Serve as a thought partner to senior business unit leaders and enterprise executives, pushing strategic thinking and supporting future-state design Prepare strategic recommendations and decision-support materials for leadership forums and steering committees, ensuring alignment at the highest levels Program Management and Execution • Lead end-to-end execution of integration initiatives, including planning, milestone tracking, and risk management • Design and facilitate governance frameworks and decision-making processes to support future-state integration Own transformation deliverables such as roadmaps, dashboards, and executive-level presentations, ensuring clarity for senior stakeholders • Provide regular progress updates and risk assessments to senior leadership and executive sponsors, while translating implications for frontline operating teams Cross-Functional Engagement • Facilitate collaboration across business units and enterprise teams, connecting dots between initiatives and resolving interdependencies Embed within BU operations to gain deep understanding of workflows and support transformation efforts Serve as the primary liaison with the Enterprise Contact Center CoE, ensuring two-way communication and alignment between executives and operational teams Use your skills to make an impact Required Qualifications Bachelor’s degree in Business, Operations, or related field 8+ years of experience in strategic operations, program management, or contact center leadership roles Exceptional communication and influence skills, with experience engaging both senior executives and front-line operators Demonstrated ability to lead cross-functional initiatives in a highly matrixed environment Deep expertise in contact center workflows, technology platforms, and customer experience drivers Strong business acumen and analytical skills, with experience developing business cases and interpreting operational data Demonstrated success in managing large-scale transformation programs and delivering measurable results Comfortable navigating ambiguity and balancing competing priorities in a dynamic environment Preferred Qualifications Master’s degree (MBA or related field) Experience in healthcare services Proficiency with program and project management tools (e.g., Microsoft Project, Azure DevOps, Jira) Travel While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Key Responsibilities • Develop and maintain a multi-year contact center integration roadmap, including technology modernization and operating model evolution • Identify, size, and prioritize high-value integration opportunities across CenterWell contact centers Serve as a thought partner to senior business unit leaders and enterprise executives, pushing strategic thinking and supporting future-state design Prepare strategic recommendations and decision-support materials for leadership forums and steering committees, ensuring alignment at the highest levels Program Management and Execution • Lead end-to-end execution of integration initiatives, including planning, milestone tracking, and risk management • Design and facilitate governance frameworks and decision-making processes to support future-state integration Own transformation deliverables such as roadmaps, dashboards, and executive-level presentations, ensuring clarity for senior stakeholders • Provide regular progress updates and risk assessments to senior leadership and executive sponsors, while translating implications for frontline operating teams Cross-Functional Engagement • Facilitate collaboration across business units and enterprise teams, connecting dots between initiatives and resolving interdependencies Embed within BU operations to gain deep understanding of workflows and support transformation efforts Serve as the primary liaison with the Enterprise Contact Center CoE, ensuring two-way communication and alignment between executives and operational teams Use your skills to make an impact Required Qualifications Bachelor’s degree in Business, Operations, or related field 8+ years of experience in strategic operations, program management, or contact center leadership roles Exceptional communication and influence skills, with experience engaging both senior executives and front-line operators Demonstrated ability to lead cross-functional initiatives in a highly matrixed environment Deep expertise in contact center workflows, technology platforms, and customer experience drivers Strong business acumen and analytical skills, with experience developing business cases and interpreting operational data Demonstrated success in managing large-scale transformation programs and delivering measurable results Comfortable navigating ambiguity and balancing competing priorities in a dynamic environment Preferred Qualifications Master’s degree (MBA or related field) Experience in healthcare services Proficiency with program and project management tools (e.g., Microsoft Project, Azure DevOps, Jira) Travel While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.