Director Technology Solutions

The Director, Technology Solutions devises an effective strategy for executing and delivering on IT business initiatives. The Director, Technology Solutions requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

The Director, Technology Solutions is responsible for leading enterprise-scale technology operations, shared services, fulfillment transformation, and Agile delivery enablement across Associate Technology Experience (ATX). This leader will drive the modernization and automation of associate technology lifecycle services including onboarding, fulfillment, deployment, recovery, refresh, and offboarding processes.

This role serves as a key transformation leader focused on creating a frictionless technology experience for associates across Humana and its subsidiaries. The Director will establish scalable operational capabilities, leverage AI-enabled automation, and implement modern service delivery practices that reduce manual processes, increase efficiency, improve compliance, and accelerate associate productivity.

The successful candidate will lead a multidisciplinary team responsible for enterprise fulfillment operations, Agile ways of working, service delivery governance, and technology lifecycle management while ensuring alignment to Humana’s broader digital workplace and AI transformation strategy.

Hybrid Role: This position follows a hybrid work schedule, requiring a combination of in-office and remote work., * Lead enterprise fulfillment operations supporting associate technology provisioning, deployment, recovery, refresh, and retirement services.

• Develop and execute a strategic roadmap to modernize onboarding and offboarding experiences across Humana and its subsidiaries.
• Drive operational excellence through standardization, governance, and performance management.
• Establish service-level objectives and operational performance measures that ensure exceptional associate experiences.
• Scale fulfillment capabilities to support continued enterprise growth efficiently and consistently., * Lead the design and implementation of automation capabilities that reduce manual effort and improve service delivery outcomes.
• Transform current onboarding and lifecycle processes that rely heavily on manager-driven activities into automated, workflow-based experiences.
• Identify and prioritize opportunities to leverage AI technologies, intelligent orchestration, and predictive analytics to improve operational efficiency.
• Partner with Digital Workplace, Product Management, and Engineering teams to accelerate AI-enabled associate experiences.
• Develop automation strategies that improve speed, accuracy, compliance, and customer satisfaction.

Agile Delivery & Shared Services Leadership

• Establish and mature Agile operating practices across ATX.
• Lead Agile program governance, portfolio planning, prioritization, and delivery enablement activities.
• Build scalable shared services capabilities that support multiple product and technology organizations.
• Ensure consistent execution frameworks, delivery methodologies, and performance management practices.
• Drive continuous improvement initiatives that improve organizational agility and delivery velocity.

Strategy & Operational Excellence

• Develop long-term strategies for technology operations, fulfillment modernization, and process automation.
• Establish governance frameworks that improve decision-making, prioritization, and investment alignment.
• Utilize operational metrics, customer insights, service analytics, and business performance indicators to guide transformation investments.
• Build partnerships with business leaders, HR, Infrastructure, Security, Procurement, and Product organizations to improve end-to-end associate experiences.
• Lead organizational change management efforts associated with large-scale operational transformation initiatives., * Build, develop, and lead a high-performing team focused on operational excellence, fulfillment services, Agile enablement, and automation.
• Foster a culture of accountability, innovation, continuous improvement, and customer-centricity.
• Coach leaders and team members on modern service management, automation-first thinking, and Agile delivery principles.
• Develop succession plans and talent strategies that support long-term organizational growth.

Key Success Metrics

Success in this role will be measured through:

• Reduction of manual onboarding and offboarding activities.
• Improved associate Day One readiness and productivity.
• Increased automation rates across fulfillment and lifecycle management processes.
• Reduced fulfillment cycle times and operational costs.
• Increased associate satisfaction scores related to workplace technology experiences.
• Improved Agile delivery performance, predictability, and organizational velocity.
• Increased adoption of AI-enabled operational capabilities.
• Enterprise expansion and standardization of fulfillment services.

• Minimum of 5 years progressive leadership experience in technology operations, service delivery, fulfillment, workplace technology, or shared services environments.
• Experience leading large-scale operational transformation initiatives.
• Demonstrated success implementing automation and process modernization strategies.
• Experience leading Agile organizations, delivery practices, and portfolio governance models.
• Strong financial, operational, and strategic planning capabilities.
• Proven ability to influence senior leaders and drive enterprise-wide change.
• Experience leading geographically distributed teams and enterprise-scale operations., * Bachelor’s degree or equivalent experience in Information Technology, Business, Engineering, or related field.
• Experience within highly regulated healthcare or financial services environments.
• Experience implementing AI-enabled operational processes and workflow automation platforms.
• Knowledge of ITIL, Agile, Lean, Product Operating Models, or Service Management frameworks.
• Experience managing technology lifecycle management, fulfillment operations, or employee experience platforms.
• Certifications in Agile, Lean, Service Management, or Product/Program Leadership disciplines.

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.

$172,200 - $236,900 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.