VP, COE Client Services

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

📋 Description

• Develop and implement Humana’s enterprise Contact Center COE strategy and long-term roadmap.

• Set enterprise standards, policies, decision-making rights, operating rhythms, and governance forums.

• Build and manage a high-performing organization, focusing on succession planning and talent pipelines.

• Oversee comprehensive omnichannel customer journeys through voice, IVR, CRM, chat, messaging, mobile notifications, and emerging channels.

• Champion enterprise onboarding, role-specific training, certification, knowledge management, and ongoing development.

• Establish enterprise KPIs, scorecards, dashboards, and conduct performance reviews.

• Provide executive oversight for contact center systems, automation, AI-driven capabilities, and product roadmaps.

• Foster continuous improvement in customer satisfaction, quality, compliance, productivity, costs, and employee experience.

• Collaborate with leaders in business operations, Digital, Technology, Clinical, Finance, Risk, Compliance, Legal, Procurement, and HR.

• Develop business cases, investment strategies, capacity plans, and ensure value realization while adhering to regulatory, privacy, security, accessibility, audit, and operational risk standards.

• Convert strategy into actionable plans, govern cross-functional execution, drive adoption and workforce readiness, manage risks and dependencies, and achieve measurable results.

• Report to a Senior Vice President and function across various business segments and enterprise functions.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Operations Management, Healthcare Administration, Technology, or a similar field.

• 12 or more years of progressive leadership experience in contact center operations, customer experience, operational excellence, technology facilitation, or enterprise transformation.

• Extensive experience in leading teams and managing complex organizations.

• Proven success in defining enterprise strategy, establishing governance, and executing large-scale transformations across multiple business units, channels, or operational contexts.

• Experience in owning enterprise performance frameworks and enhancing customer satisfaction, quality, compliance, productivity, costs, digital adoption, and employee engagement.

• Demonstrated capability to lead technology-driven modernization involving omnichannel platforms, automation, analytics, AI, CRM, workforce tools, or related contact center functionalities.

• Experience in influencing senior executives and leading cross-functional decisions within a highly matrixed, regulated, and operationally intricate environment.

• Strong financial and business acumen, including the ability to develop business cases, prioritize investments, manage budgets, and track benefits realization.

• Capacity to operate within a highly matrixed framework.

• Ability to support critical business goals, executive discussions, and occasional travel.

• Minimum internet speed of 25 Mbps download and 10 Mbps upload for remote work setups.

• Capability to work from a dedicated area free from interruptions to safeguard member PHI/HIPAA information.

🏝️ Benefits

• Remote work arrangement.

• Occasional travel to Humana offices for training or meetings.

• Requirement for a dedicated workspace to protect member PHI/HIPAA information.

• Employer-provided internet requirements/support guidance for work-from-home setups.

• 40 hours scheduled per week.