[Remote] Senior Product Owner - Brokerage Technology Team - IFG at Humana

San Antonio, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Health Insurance, Insurance Brokerage, Healthcare TechnologyIndustries

Requirements

Authorized to work for ANY employer in the U.S. (no sponsorship available)
5+ years of experience as a Product Owner or similar role in a call center or healthcare environment
Strong knowledge of Genesys Cloud CX or similar enterprise telephony platforms
Experience working with Medicare sales operations, preferably within an FMO or brokerage setting
Familiarity with carrier-agnostic workflows and CMS compliance requirements
Excellent communication, stakeholder management, and agile delivery skills
Experience with tools like Jira, Confluence, and Agile/Scrum methodologies
Preferred Requirements
Experience integrating telephony systems with CRM platforms (e.g., Salesforce, HubSpot)
Knowledge of broker onboarding, lead distribution, and call tracking workflows
Technical understanding of APIs and cloud-based contact center architecture

Responsibilities

Define and drive the product vision and roadmap for the Medicare call center telephony platform
Serve as the primary liaison between business stakeholders, IT, and vendor partners (Genesys)
Ensure the platform supports carrier-agnostic operations and aligns with FMO business goals
Oversee configuration, integration, and performance of Genesys Cloud CX
Collaborate with technical teams to implement IVR flows, call routing, reporting, and workforce management features
Manage vendor relationships and SLAs with Genesys and other telephony partners
Work closely with internal departments (Sales, Compliance, Operations) and external brokerages to gather requirements and feedback
Translate business needs into actionable user stories and prioritize backlog items
Ensure telephony systems meet CMS regulations and Medicare compliance standards
Partner with QA and training teams to monitor call quality and implement improvements
Collaborate with analytics teams to develop dashboards and KPIs for call center performance
Use data-driven insights to inform product decisions and enhance user experience

Skills

Key technologies and capabilities for this role

Product OwnershipGenesys Cloud CXTelephony SystemsProduct RoadmapStakeholder ManagementDigital TransformationCRMCommissionsCall CenterMedicare

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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