Associate Director, Customer Success and Retention

San Antonio, Texas, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Health Insurance, Customer ServiceIndustries

Requirements

Candidates must possess an active Health Insurance License or be willing to obtain one within 90 days. A Bachelor's degree or four years of equivalent experience in an operations business or strategy environment is required, along with over 5 years of progressive leadership experience in a call center or customer service setting. A deep understanding of Medicare Advantage or healthcare service operations, experience leading large teams through change, exceptional organizational discipline, a commitment to inclusive leadership, and the ability to manage performance in a remote environment are also necessary. The role requires the ability to travel up to 20% and flexibility to work various shifts during peak seasons.

Responsibilities

The Associate Director will coach and develop frontline leaders and associates, drive operational readiness for campaigns and initiatives, and execute test-and-learn pilots, scaling successful practices. They will monitor performance, quality, and process adherence to maintain operational excellence, foster a culture of accountability and continuous improvement, and ensure associates have the necessary training and support. The role involves supporting business-as-usual operations while managing new initiatives and balancing the needs of both.

Skills

Customer Success

Retention

Leadership Development

Operational Excellence

Talent Development

Call Center Management

Process Improvement

Performance Monitoring

Health Insurance Licensing

Humana

Health insurance provider for seniors and military

About Humana

Humana provides health and well-being services, focusing on Medicare Advantage plans for seniors, military personnel, and communities. Their plans include HMO, PPO, and PFFS options, designed to improve health outcomes through comprehensive and flexible coverage. Humana's revenue comes from government contracts and member premiums, and they aim to maintain high renewal rates by offering quality service and competitive benefits. The company stands out by fostering a culture of inclusivity and belonging among its employees, while also ensuring accessibility for all members, including offering free language interpreter services. Humana's goal is to deliver value to its members through an extensive provider network and innovative health solutions.

Louisville, KentuckyHeadquarters

1961Year Founded

IPOCompany Stage

Social Impact, HealthcareIndustries

10,001+Employees

Risks

Potential over-reliance on AI could disrupt operations if systems fail or are compromised.

Rising medical costs and tightening Medicare reimbursements may strain financial performance.

Leadership change with new CEO Jim Rechtin could lead to strategic disruptions.

Differentiation

Humana is a leader in Medicare Advantage plans, focusing on seniors and military personnel.

The company emphasizes inclusivity, offering free language interpreter services for accessibility.

Humana leverages AI and cloud technologies through a partnership with Google Cloud.

Upsides

Humana's investment in Healthpilot enhances digital enrollment for Medicare options.

The company is the first insurer to cover TMS therapy for adolescent depression.

Humana's focus on value-based care aims to improve outcomes for kidney disease patients.

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