Provider CRM Lead

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

📋 Description

• Establish and articulate the long-term vision, strategy, and roadmap for CRM functionalities and customer engagement systems.

• Align CRM investments with organizational goals, customer expectations, and growth initiatives.

• Explore opportunities to enhance customer acquisition, retention, loyalty, and lifetime value through CRM advancements.

• Stay informed about industry trends, emerging technologies, and competitive CRM capabilities.

• Oversee the complete product lifecycle management from initial discovery to delivery and continuous optimization.

• Prioritize initiatives based on data, customer insights, business outcomes, and input from stakeholders.

• Create business cases and establish success metrics for product investments.

• Mentor and support other product managers and cross-functional team members.

• Manage CRM platform functionalities including customer profiles, segmentation, lead management, campaign management, workflow automation, reporting, and integrations.

• Collaborate with engineering teams to define scalable architecture and platform enhancements.

• Propel platform modernization and the adoption of AI-driven personalization and automation features.

• Ensure adherence to data quality, governance, privacy, and compliance standards.

• Report directly to the AVP of Product Management.

⛳️ Requirements

• Bachelor's degree.

• Over 8 years of experience in leading CRM implementation.

• At least 2 years of experience in project leadership.

• Capability to convert business priorities into product requirements, user stories, roadmaps, and delivery plans.

• Experience collaborating across business, operations, technology, analytics, and digital teams to implement enterprise solutions.

• Strong analytical abilities utilizing data, performance metrics, and stakeholder feedback.

• Exceptional communication, stakeholder management, and change management skills.

• Must have internet service providing at least 25 Mbps download and 10 Mbps upload.

• Must work from a dedicated space free from ongoing interruptions to safeguard PHI/HIPAA information.

• Not eligible for work visa sponsorship.

🏝️ Benefits

• Bonus incentive plan based on overall 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.

• Requirement for a dedicated home workspace to support remote work.

• Remote work arrangement.

• Occasional travel to Humana offices for training or meetings.