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Humana Principal Solution Manager - Omnichannel Products in Indianapolis, Indiana

Description

The Principal Solution Manager understands the strategic vision of Humana and develops the product-suite vision and roadmap aligning to the strategic vision of the CECP program. The Principal Product Manager conceives of, develops, delivers, and manages product strategies for customer use. The Principal Product Manager provides strategic advice and guidance to functional team(s). Highly skilled with broad, advanced technical experience.

Responsibilities

The Principal Solution Manager leads all phases of the product-suite life cycle, from inception to introduction into the marketplace by developing product strategies to meet specific customer needs and to achieve specific cost and success outcomes. Once products launch, this individual monitors efficacy of products and uses customer and business feedback mechanisms to ensure product strategies are meeting customer needs across each customer segmentation. This individual adjusts and advances products over time to continue achieving strategic goals and outcomes as well as to drive innovation through anticipating customer needs and desired outcomes. Provides strategic advice and guidance to executives across the enterprise to develop and drive Customer Experience Center Platform (CECP) strategy forward in partnership with business segment and/or enterprise-wide functional strategies. This individual provides strategic advice and guidance to multiple teams across the program to ensure CECP executes as an enterprise platform that meets the needs of multiple businesses and associated customers.

The Principal Solution Manager understands the strategic vision of Humana and develops the product-suite vision and roadmap aligning to the strategic vision of the CECP program. This individual works with end users, stakeholders, and customers to understand and solve for their varying needs. This individual guides multiple Product Owners aligned to the program to ensure CECP platform vision and goals, paired with business-level priorities translate into appropriate Epics and features to populate product backlogs across the program. Accountable for setting priorities and balancing investments in short‐term tactical product improvements with long‐term strategic product investments. Provides clear guidance to delivery teams on customer needs and expected product outcomes, but hands authority over to teams to make decisions about how to achieve these outcomes and meet customer needs. During Program Increment/iteration (PI) planning sessions, presents key outcomes to be delivered in the PI.

This role is responsible for discussing the product-suite progress and communicating regularly to key executive stakeholders. Provides adequate information and updates to the Platform Team so that informed decisions can be made. Partners with Product Owners and Scrum Masters across the CECP program to create a weekly update rollup including key milestones, risks, and dependencies for the CECP Platform as a whole.

This role will focus on:

Being a visionary in defining the Omni-Channel suite of product

  • Understands desired business and platform outcomes to frame omni-channel product vision against business needs value, cost effectiveness, and risk.

  • Sets the omni-channel product vision and roadmap for the Omni-Channel Enablement product suite of capabilities, which includes but is not limited to conversational capabilities (chat, IVA, messaging), cross-channel insights enablement, co-browse, and interaction-based next best action.

  • Aligns key epics, features and capabilities to be delivered to Product Owners and execution.

  • Leads discussions with stakeholders of enterprise-wide in-flight initiatives to align with portfolio in a systemic and cross-domain fashion.

  • Links cross-team dependencies, connects upstream and downstream impacts, and drives discussion and requirement exchanges.

  • Provides deep insight and analysis into decision points around product strategy, epics, features, and timing.

  • Identifies product gaps and adjusts omni-channel roadmap to drive innovation and achieve overall Platform value.

  • Partners with CECP Journey & Experience Lead and CECP Partner Lead to research emerging market trends for omni-channel product innovation and incorporate into omni-channel roadmap.

Delivering through new ways of working

  • Partners with the CECP Journey & Experience Lead to understand the needs of the end user community as well as the differing customer types and acts as their spokesperson within the product while unblocking issues and driving delivery.

  • Influences product feature backlog and collaborates on prioritizing features in the backlog across enterprise stakeholders and consumers.

  • Stays on top of the progress made on the omni-channel product and any slippages thereof.

  • Builds strong relationships with key stakeholders at varying levels of the enterprise and provides weekly status updates on the omni-channel product progress.

  • Works closely with program Product Owners and Scrum Masters to obtain weekly product updates.

  • Informs the Platform Team of product updates and assists in decision making to meet overall roadmap milestones and flag risks and dependencies.

Required Qualifications

  • Bachelors' Degree

  • 5+ years of management experience

  • 4+ years of experience owning enterprise-scale products/capabilities

  • 2+ years of contact center experience, to include being hands on with omni-channel solutions (e.g., conversational capabilities, cross-channel insights enablement, co-browse, and interaction-based next best action, etc.)

  • High technology and data acumen

  • Experience problem solving and consulting within complex environments

  • Experience facilitating cross-functional teams' efforts

  • Clear and concise oral and written communication skills and strong interpersonal skills

  • Experience working in an agile environment and leading decentralized teams

  • Ability to make informed decisions in a high-pressure environment

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

Preferred Qualifications

  • 3+ years product management experience across contact center and/or digital enablement technologies

  • Agile Certification e.g. SAFe® 5 APM or equivalent

  • Work experience in a health care and /or insurance industry

  • Relevant Master's degree

Scheduled Weekly Hours

40

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