Channel Development Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Formulate sales product strategies for one or more lines of business aimed at specific markets and/or business segments.

• Enhance sales program effectiveness through strategic planning, operational excellence, and data-driven decision-making.

• Create key performance indicators to boost sales performance, operational efficiency, market expansion, and customer retention.

• Act as a trusted advisor to business leaders and executives, offering actionable insights and strategic recommendations.

• Manage strategic initiatives and complex projects from the planning phase to execution.

• Develop project plans, roadmaps, milestones, risk logs, and executive-level status reports.

• Identify process inefficiencies, operational gaps, and business risks through data analysis, stakeholder engagement, and workflow assessments.

• Lead initiatives for process improvement to enhance member experience, agent efficiency, sales effectiveness, and operational performance.

• Convert business strategies into actionable programs, timelines, implementation plans, and measurable results.

• Collaborate with Operations, Sales, Marketing, Finance, Technology, and external partners.

• Utilize call center and sales operations expertise for workflow optimization, capacity planning, and performance enhancement.

• Identify risks, devise mitigation plans, and escalate concerns as necessary.

• Integrate information across programs, initiatives, and stakeholders to deliver comprehensive business insights.

• Conduct meetings, establish ownership, and generate actionable next steps.

• Create executive-ready communications, presentations, and reports.

• Assess complex situations independently and execute tasks with minimal supervision.

⛳️ Requirements

• A minimum of 3 years of experience in call center, contact center, sales operations, customer service operations, or a similar operational environment.

• Proven experience managing multiple concurrent, high-priority projects or initiatives with competing deadlines and stakeholders.

• At least 3 years of experience leading cross-functional initiatives related to business transformation, operational readiness, process improvement, or program delivery.

• Experience in communicating project updates, recommendations, risks, and business outcomes to senior leaders or executive stakeholders.

• Proficiency in analyzing operational data to identify trends, root causes, performance gaps, and opportunities for process improvement.

• Demonstrated ability to independently identify and resolve complex operational issues in a fast-paced, cross-functional setting.

• Experience in influencing cross-functional stakeholders and driving initiatives to completion without direct reporting authority.

• PMP certification or a minimum of 4 years of advanced project or program management experience is preferred.

• Preferred: 4 years of sales experience in the healthcare or health solutions industry.

• Preferred: 4 years of technical experience supporting business operations, systems, platforms, or technology-enabled initiatives.

• Preferred: 2 years of experience with telephony, IVR, CRM applications, or related contact center technologies.

• Must be able to work Eastern Standard Time (EST) hours.

• Minimum home internet speed of 25 Mbps download and 10 Mbps upload is required.

• A dedicated workspace free from interruptions is necessary to protect member PHI/HIPAA information.

🏝️ Benefits

• Bonus incentive plan based on company and/or individual performance.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Occasional travel to Humana offices for training or meetings may be required.