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The Associate Vice President, Consumer Service Operations role is a critical role that requires an in-depth understanding of how organization capabilities interrelate across multiple segments and/or enterprise wide. This role is the seniormost leadership position for the CenterWell Pharmacy Call Center and responsible for all aspects of management for internal and vendor inbound/outbound call and chat teams, for operational call center reporting, and for monitoring and delivering consumer experience results. This leader will play an integral role in supporting business development, transformation work, and both new product and technology implementations. This individual will serve as a member of the CWP Leadership team and will be a strong influencer of change through relationships and both Pharmacy and enterprise priority alignment.
Key Responsibilities
- Working and collaborating with leaders across the Humana enterprise, this position will develop a comprehensive knowledge of call center business strategies, capabilities, and best practices
- Develop and execute our Consumer Service vision and strategy, promoting a consumer-centric mindset across the organization
- Establishes organizationally aligned performance goals, timelines and outcome measures.
- Oversees incentive design and tracking for call center associates
- Manages our BPO/Vendor strategy, pricing, and contracting, ensuring vendor partners meet the service level agreements and timeline
- Responsible for prioritizing and adjusting the strategic plan and initiatives in response to organizational, regulatory or market driven imperatives.
- Directly responsible for a total team of 500 internal FTEs, and over 2000 vendor associates that help support customer experience
- Owns all customer service for members who can leverage CenterWell Pharmacy for their prescription or OTC benefit. This includes the components of Inbound Calls, Outbound Calls, Vendor Management, Operational Reporting, and Consumer Experience.
Use your skills to make an impact
- Required Qualifications
- 10-12+ years of progressive leadership experience in healthcare operations, contact center management, PBM, or specialty pharmacy environments
- 8+ years direct experience leading large-scale, multi-site or enterprise contact center operations (500+ FTEs, including BPO/vendor environments)
- 10+ years of technical experience leading or implementing AI-driven contact center automation, including voice AI, chatbots, and intelligent virtual agents
- Bachelor’s Degree and/or equivalent experience (2 years’ experience per year of education as a equivalent substitute)
- 10 years of technical operational experience in a call center or operational environment
- 8 or more years of direct management experience, leading not only individual contributors, but leading larger-scale operations of layers of leaders
- Experience with department budget oversight
- Prior demonstrated experience of driving operational improvements that support business strategy
- Prior demonstrated experience with project management, process improvement or process design
- Demonstrated problem solving skills; ability to give direction and make sound business decisions
- Demonstrated capability with coaching and developing associates formally and informally
- Demonstrated success as a collaborative leader and strong client relationship skills
- Preferred Qualifications
- Master’s Degree
- Prior Experience in healthcare or insurance setting
- Additional Information
- Location
- WAH anywhere across US
- Requires travel as business needs dictate
- Must meet Work-At-Home Requirements for privacy and security
- Must provide a high-speed DSL or cable modem for the home office.
- Associates who live and work from home in the state of California will be reimbursed for their internet expense. A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload).
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$168,000 - $231,000 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
Application Deadline: 04-16-2026
About us
About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.
About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com.
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 protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with 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.