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 The Director of CenterWell Call Center Technology Enablement will lead the execution of CenterWell and Humana wide initiatives that enhance the performance, efficiency and experience of our CenterWell contact center operations. This role is responsible for overseeing a team consisting of project managers and technology enablement experts who drive cross functional initiatives across workforce systems, telephony, CRM platforms, self-service tools and AI/automation capabilities.

The Director of CenterWell Call Center Technology Enablement will be responsible for leading the planning, execution and delivery of enterprise level initiatives that drive operational transformation across our contact center organization. This includes managing cross functional programs focused on technology implementations, process redesign and digital innovation to enhance the customer and agent experience. You will oversee a portfolio of projects ensuring alignment with the operational priorities, effective stakeholder communication, and on-time delivery within scope and budget. A critical part of the role is leading the optimization of call center technologies, including CRM platforms, workforce management systems, IVR/ACD solutions and emerging AI tools. You'll work closely with Humana Enterprise team, external vendors to ensure seamless deployment and integration of technology solutions that are scalable and future ready. In addition, you will build and lead a high performing team of project managers, technology enablement experts, creating a culture of accountability, innovation and continuous improvement. Your ability to collaborate across Operations, WFM, Training, Quality and IT will be essential to drive alignment, adoption and long-term success of transformational initiatives.

Key Responsibilities

Lead the planning, execution and delivery of complex projects across call center operations including system implementation, migrations, adoption and communication plans

Build and manage detailed project plans, timelines, budgets and risk mitigation strategies.

Establish project governance, reporting mechanisms, and stakeholder communication plans

Champion enterprise-wide technologies and automation to enhance operational outcomes

Serve as the strategic bridge between the business units and technology teams, translating operational needs into technical requirements

Engage with leaders across Operations, Quality WFM, Training and Product to ensure alignment on priorities and execution.

Build a high performing team and foster a culture of accountability, agility and continuous improvement

Use your skills to make an impact
 

Required Qualifications

Bachelor's Degree or equivalent experience

12 or more years of technical progressive operational experience in a call center or operational environment

7 or more years of management experience over a large metric-intensive operational unit

Lead the end-to-end deliver of complex, cross-functional projects focused on contact center transformation, digital tools and workforce technologies

Develop and manage project roadmaps, resource allocation, timelines, budgets and key performance indicators

Partner with IT, Product and Operational leaders to identify, implement and optimize technology solutions such as omnichannel platforms, WFM systems, IVR, ACD, AI tools and performance analytics.

Oversee Vendor relationships and implementation of third-party tools and platforms.

Demonstrated capability with coaching and developing associates formally and informally

Ability to monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed

Prior demonstrated experience with project management, process improvement or process design

Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and Visio

Ability to manage multiple tasks and deadlines with attention to detail

Effective communication skills - ability to speak with line associates and deliver presentations to senior leaders of Humana

Demonstrated problem solving skills; ability to give direction and make sound business decisions

Experience with Department Budget oversight

Track record of driving operational improvements that support business strategy

Preferred Qualifications

Prior Experience in healthcare or insurance setting

Six Sigma or Lean experience

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.

 

$138,900 - $191,000 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: 07-10-2025
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 creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.

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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.