Director, Product Management

Location

Remote | United States

Job description

Become a part of our caring community and help us put health first

The Director, Omnichannel Recommendation Engine leads all phases of the product life cycle, from inception to introduction into the marketplace, by developing the next best products to meet specific customer needs and achieve cost and success outcomes. Once products are launched, monitors efficacy of products and uses customer and business partner feedback to ensure products are meeting customer needs across the enterprise. The Director, Product Management – Omnichannel Recommendation Engine is a leader who collaborates to understand data and current MLP models at Humana and helps utilize them effectively in digital and offline transactions.

We are seeking an accomplished leader to join the Digital Experience Transformation team in the role of Director, Omnichannel Recommendation Engine. This leader/team will be focused on driving omnichannel next best offer/action in various digital and offline journeys. In this role, you will be accountable for ensuring we are effectively using AI/ML models in all member interactions, executing on a suite of omnichannel products that meets desired customer and business outcomes. You will matrix manage work across multiple product teams including analytics, digital, marketing and call center products. You will lead a team of product management professionals working cross functionally to deliver incremental value through agile product creation & delivery.

Key Responsibilities

• Creates the roadmap for our next generation recommendation engine workbench integrated with our new data mesh strategy

• Drives adoption of best-in-class capabilities, including Deep Learning, Natural Language Processing and Next Best Action Recommenders

• Builds, scales, deploys, and manages engine solutions in a multi-cloud environment to provide predictive insights that further Humana's mission to improve interaction in every setting

• Leads the strategy, design and delivery of best-in-class data products, leveraging advanced techniques including but not limited to data mesh

• At an enterprise level, helps lead the data governance efforts within Humana, partnering closely with the senior leadership and partnering with a strong data governance team

• Scales delivery of advanced data and analytics products by ensuring timeliness and quality of standardized products, that are robust both in terms of architecture as well as insights

• Communicates strategy and results to technical and non-technical audiences while developing and maintaining strong relationships with key stakeholders, partners, and internal clients

• Partners with machine learning engineers, as well as data product and governance teams; Provides thought leadership; Conducts weekly methodology reviews; Utilizes industry and academic resources to continuously learn, innovate, and contribute to a growing knowledge base of data science best practices

• Collaborates with multi-disciplinary team members (data scientists, data engineers and business analysts); Manages business stakeholder relationships to drive action and value from data science insights

• Partners with digital accelerators, universities, and consultants to accelerate innovation

• Understands Humana's complex and diverse data environment to design data strategy and utilize machine learning models to bring action to interactions

• Solves problems from the business point of view, build and execute solid analytics work plans, gathers and organizes large and complex data assets, performs relevant analyses (data exploration and statistical modeling), automates work streams, fosters teamwork in interactions, develops client relationships with business stakeholders, and communicates hypotheses and findings in a structured way

• Acts as a trusted advisor to multiple business partners on a wide range of Data Analysis projects from ad-hoc requests to large-scale cross-functional engagements

• Collaborates on roadmaps with Data Analysis and allied teams to ensure clear direction and priorities for data collection, synthesis and analysis

• Manages and executes complex projects spanning multiple product lines and areas of the business

• Engages with business partners and IT to help shape data architecture as well as recommendation engine strategy

• Builds cross-functional relationships with verticals – CX, Analytics, Marketing, Sales etc. and acts as a trusted advisor and liaison among business, product & development teams

• Translates business priorities to technical solutions using Adobe Suite of products

• Organizes, hires, develops and leads teams to create and execute on product roadmaps

• Manages success of solutions with regard to OKR and business strategy

• Creates and maintains solution roadmap by collaborating with a multitude of release train teams. Ensures consistency across release trains, and adoption of enterprise strategy, standards, practices

• Supports the delivery of product roadmap through active sponsorship, leadership, and involvement in specific initiatives to ensure desired outcomes, cost and quality requirements are achieved

• Serves as the business representative for Product Team discussions with stakeholders across the Enterprise

• Conducts comprehensive solution-wide evaluations

Required Qualifications

• Bachelor's Degree

• 8+ years of Analytics, AI/ML experience, product management, strategy, program management and/or technology delivery experience

• Agile product development experience

• Experience with recommendation engine products like Pega, Adobe Offer Decisioning etc.

• Experience leveraging Human Centered Design approaches to develop consumer centric products/solutions

• Strong leadership experience, with proven success building/developing/managing high performing teams

• Both quantitative and qualitative analysis experience, with the ability to drive to trend identification and actionable insights

• Experience managing complex initiatives through cross-functional teams and demonstrated ability to manage and influence stakeholders across the enterprise

• Strong analytic, organization and problem-solving skills enabling sound decision making

• Excellent oral and written communications skills, including the polish, poise, and executive presence that will ensure effective interaction with senior and executive level audiences

• Demonstrated success of driving results through objectives and key results (OKR) management

• Strong ability to understand business strategy and deliver desired outcomes through product creation/delivery

Preferred Qualifications

• MBA or Master's Degree

• Work experience in health care and/or insurance industry

• Extensive experience developing/delivering/managing contact center voice products

• Extensive experience with voice and conversational capability enablement/automation

• Experience with cloud orchestration products – Adobe, Salesforce, Pointillist etc.

• Direct experience leading Product Managers and Owners

• Experience managing vendor relationships

Additional Information

To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• Nationwide Remote – This is a remote nationwide position.

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested

• Satellite, cellular and microwave connection can be used only if approved by leadership

• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Scheduled Weekly Hours

40

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of  Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of  Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

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