Humana's brokerage business aims to advance the Medicare Advantage industry by leveraging digital capabilities for customer acquisition, employing next-gen technology, and revolutionizing how Medicare Advantage is sold. The Lead Product Manager - Growth & Operations will drive growth opportunities and optimize operations and agent experience for a new eCommerce channel, creating seamless customer experiences from acquisition to retention and empowering agents with effective tools.
Requirements
- 7+ years of product management experience, with eCommerce experience preferred
- Digital experience (web, mobile, social and ecommerce) is required, experience in eCommerce and digital customer lifecycle management preferred
- Ability to work well with designers and engineers in an agile environment
Responsibilities
- Develop and maintain a product roadmap focused on enhancing customer acquisition, onboarding, engagement, retention, and overall satisfaction.
- Manage and prioritize the product backlog to drive customer growth and success and operational excellence across all of our channels, adapting to changing business requirements.
- Serve as the primary point of contact for the Agile delivery team, ensuring product vision aligns with the complete customer lifecycle and growth strategy.
- Collaborate with Enterprise stakeholders to identify, prioritize, and translate lifecycle touchpoints, growth initiatives, and operational improvements into actionable product requirements.
- Partner with Engineering and Operations to define the vision for both customer-facing and agent-facing solutions, ensuring seamless integration and process efficiency.
- Develop detailed user stories and lead backlog grooming sessions to capture requirements for both customer and agent experience enhancements.
- Monitor, evaluate, and optimize product progress and performance across all stages of the customer journey and agent workflow.
Other
- Natural leadership instincts with proven ability to innovate and influence
- Deep user empathy and strong user experience sensibilities for end customers and internal agents
- An entrepreneurial work style, you're a self-starter
- Excellent written and verbal communication skills
- Ability to facilitate collaborative decision-making in a workshop setting
- An analytical and metrics-driven work style
- Comfort in a fast-paced and dynamic environment
- Occasional travel to Humana's offices for training or meetings may be required.
