Lead Product Manager, Compliance Ops

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

📋 Description

• Take charge of the daily operations concerning Humana’s FHIR APIs and healthcare interoperability products.

• Oversee the operational performance of APIs, including monitoring production issues, support trends, incidents, dependencies, and operational risks.

• Collaborate with IT and stakeholder teams to analyze and resolve API incidents, service-related issues, defects, and production concerns.

• Establish operational ownership, escalation pathways, procedures, and handoffs among Product, IT, Architecture, Security, Identity and Access Management, and other supporting teams.

• Communicate the operational health of APIs, including incidents, risks, dependencies, and remediation statuses to leadership and stakeholders.

• Manage the complete onboarding process for providers, payers, third-party applications, and approved partners.

• Oversee the onboarding process from request and registration to access/authentication coordination, connectivity, testing, production enablement, and transition to support.

• Develop and sustain onboarding processes, documentation, intake procedures, partner communications, and escalation pathways.

• Maintain the post-onboarding support model for FHIR APIs and external interoperability partners.

• Create processes for handling support requests, production issues, incident escalation, issue triage, and partner communications.

• Coordinate technical investigations and resolutions while ensuring ownership of the overall support experience.

• Analyze incidents, support trends, onboarding challenges, operational metrics, recurring issues, and partner feedback.

• Identify areas for process simplification, automation, enhanced monitoring, documentation, and scalable support.

• Transform operational needs into enhancements and backlog items, prioritizing implementation with Product Owners and delivery teams.

• Assist with Regulatory Compliance by providing operational information, API/onboarding/support/performance data, documentation, and audit-ready records.

• Define and maintain operational reporting and metrics for API operations, onboarding, support demand, issue resolution, service performance, and improvements.

• Foster collaboration across Product, IT, Architecture, Security, Identity and Access Management, Regulatory Compliance, Operations, and stakeholder teams.

• Act as the main operational coordinator for FHIR API onboarding, production support, and operational issues.

• Report performance, risks, trends, and opportunities for improvement to senior leadership.

• Keep operational procedures, onboarding materials, support documentation, requirements, and business artifacts updated.

• Mentor Product Managers and Product Owners regarding FHIR API operations, onboarding, production support, and operational product management.

⛳️ Requirements

• A Bachelor’s degree or equivalent experience.

• Over 5 years of experience in Product Management, Product Operations, Healthcare Technology, Technical Operations, Business Analysis, or a related area.

• A minimum of 3 years of experience leading cross-functional initiatives that involve both business and technology teams.

• Proven experience owning or supporting production APIs, integration platforms, technology products, or healthcare data exchange capabilities.

• Background in partner onboarding, implementation, production operations, or technical support.

• Experience in coordinating production issues and escalations between business and technology teams.

• Familiarity with healthcare payer, provider, healthcare technology, or interoperability environments.

• Knowledge of healthcare interoperability technologies and standards, including APIs, FHIR, HL7, OAuth, or similar healthcare data exchange technologies.

• Experience in developing and managing operational processes, support models, procedures, documentation, and performance metrics.

• Ability to translate operational needs and production insights into prioritized backlog items.

• Strong skills in stakeholder management, communication, facilitation, and presentation.

• Capability to lead and influence cross-functional teams without direct authority.

• Excellent analytical and problem-solving skills with the ability to assess operational, business, technical, and compliance impacts.

• Experience working in Agile environments and collaborating with Product Owners and technology delivery teams.

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

• Ability to work from a designated space without interruptions to safeguard member PHI/HIPAA information.

• Preferred: Master’s degree in Business Administration, Healthcare Administration, Public Health, Information Systems, or a related discipline.

• Preferred: Certifications in SAFe Agile, Product Management, ITIL, or related product/operations fields.

• Preferred: Experience operating FHIR APIs in a live healthcare setting.

• Preferred: Experience supporting CMS interoperability capabilities.

• Preferred: Experience managing API onboarding and production support for providers, payers, or third-party applications.

• Preferred: Familiarity with API registration, authentication, authorization, identity and access management, and partner connectivity processes.

• Preferred: Knowledge of incident management, problem management, root-cause analysis, escalation management, monitoring, and service performance.

• Preferred: Experience utilizing operational data and support trends for continuous improvement and backlog prioritization.

• Preferred: Experience in defining or managing operational KPIs, SLAs, onboarding metrics, and support performance metrics.

• Preferred: Knowledge of healthcare integration technologies, HIT, EDI, API gateways, and API management platforms.

• Preferred: Experience with Azure DevOps and Agile product management methodologies.

🏝️ 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.

• Internet service requirements/support for home or hybrid employees.

• Occasional travel to Humana offices for training or meetings.