Enterprise Shared Services CECP Program Lead

Profile

Job Information

Humana

Enterprise Shared Services | CECP Program Lead

in

San Juan

Puerto Rico

Description

The CECP Program Lead is responsible for overseeing the strategic execution and delivery of the Consumer Experience Center Platform to operational partners across the enterprise. This technology platform delivery will be responsible for significant enterprise transformation in the way Humana services our customers.

The role requires a maniacal focus on customer and associate experience, ensuring platform technology changes introduced to contact centers land with excellence and achieve expected customer outcomes.

The lead will exhibit a depth of understanding in contact center solution deployment and the ability to set direction and collaborate across the enterprise to drive transformation in alignment with our enterprise goals.

Responsibilities

Responsibilities

The CECP Lead will be responsible for managing cross-functional and cross-organizational teams to roll out newly developed platform products and capabilities to the enterprise. The incumbent will have direct responsibility for the creation and execution of processes, mechanisms and governance supporting enterprise CECP platform delivery. The Consumer Experience Operational Readiness Lead will exercise independent judgment and decision making on complex issues regarding job duties and related tasks.

Required Qualifications

Minimum 3 years of experience leading change management and operational readiness related efforts

Minimum 3 years of experience leading large-scale projects

Experience with analytics, including program evaluation and optimization

Critical thinker who anticipates team needs, takes initiative to present ideas, ask questions, and exhibit a commitment to pursuit of excellence

​Strategic thinking and planning capabilities; organized and detail-oriented

Exceptional communication skills, both written and verbal (including public speaking)

Experience with SDLC management (Agile and Waterfall) and workflow development

Experience in identifying optimization and automation solutions to develop and launch company initiatives

Demonstrated process development and data-driven continuous improvement experience

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Must have ability to support occasional after-hours deployments based on business need (may include weekends)

Work at Home/Remote Requirements

Must ensure designated work area is free from distractions during work hours and virtual meetings

Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 25x10 (25mbps download x 10mbps upload) for optimal performance of is required

Preferred Qualifications

Prior experience with CECP Program and/or Genesys PureCloud Platform

Knowledge of Humana's internal policies, procedures, and systems

Covid-19 Vaccine Policy

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field. Every associate and contractor who work inside a Humana facility or in the field, regardless of vaccination status, must complete a daily health screening questionnaire.

Additional Information

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a first-round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn't missed) inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews. #LI-Remote

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com