Customer Experience IT Project Management Lead Work at home / Remote / Virtual Option

The IT Project Management Lead oversees various projects and/or programs of a highly complex nature, works within specific guidelines and procedures. The IT Project Management Lead assembles and leads project team, identifies appropriate resources needed, and develops schedules to ensure timely completion of the Program / Product. Actively manages stakeholder partnerships and mitigates risks. Determine the Program Structure, with the scope, objectives, as well as the role and function of each team member, in order to effectively manage the activities of the team. Oversee the interdependencies and integration of interrelated projects, and sets strategies and leads program execution to deliver longer term business value. Possess specialized knowledge of Agile / SAFE Software Development Life Cycle (SDLC), Cloud / DevOps / HPE framework, PMP / ITIL, Data analysis, used to manage projects/programs, risks and issues unique to technology projects. Begins to influence department’s strategy. Makes decisions on moderately complex to highly complex issues regarding technical approach for program components, and work is performed with minimal to no direction. Exercises considerable latitude in determining objectives and approaches to assignments. Possess high tolerance for ambiguity and bias for action and outcomes.

Responsibilities

Responsibilities include (but not limited to):

Lead delivery teams, ensure high delivery standards that meet Humana’s SDLC requirements

Schedule and budget management

Master schedule management and work stream level task management

Effective Program reporting (Executive and Stakeholder) on Status, Risks key metrics with effective visual aids (graphs, burn charts, heat maps)

Data analysis skills (Excel, MS Project)

Understand the business need and benefits of the project

Ensure risk, issues, and dependencies are effectively managed following defined escalation processes

Organizational Change Management

Enterprise wide implementation (strategic transformations)

Master schedule management

Data analysis with advanced Excel (Pivot tables, VLookup, function macros) and SQL

Establish cross functional teams and vendor accountability

Challenge partners / stakeholders / Vendors when needed in a professional way

Vendor management

Establish a process rigor with the minimum required Program deliverables and focus on KPIs and executive reporting.

Keep the stakeholders informed on status / risks, This position description in no way states or implies that the key accountabilities above are the only ones being performed by the individual(s) with this position description. The individual(s) may be called upon and required to follow other instructions or perform other duties and tasks requested by his or her supervisor, consistent with the purpose of the position, department and/or company objectives

Scheduled Weekly Hours

40

Excellent communication skills (verbal, and written in a clear concise manner)

Positive attitude in conflict resolution and building team synergy

Adhere to the PMO standard processes, governance routines and evolve or tailor them to suit the demanding Program needs.

Manage Resources by work allocation, governance and mentoring

Delivery and execution driven.

Required Qualifications

Enterprise wide transformation of large scale CcaaS / UCaaS implementation in Cloud - ADO preferably Genesys or Nice

Establish / identify the SLAs and KPIs associated with cloud technology

Experience with implementing cloud enabled call center/service organizations

Vendor management and accountability

Management and mentoring of resources and project team

Contract management experience (including working with procurement processes, due diligence, schedule of work definition and execution, and contract creation/execution)

Agile PM skills - Scrum / Kanban / SAFE methodologies

JIRA

Working in virtual environments

Ability to influence and build relationships with people across all levels and organizations internally and externally

Bachelor’s degree in Business, Information Technology or a related field

10 or more years of technical experience

Demonstrated experience in technical product selection, technical design and practical implementation of IT solutions

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

Strong work ethic, detail orientation, and passion for excellence

Resource management and mentoring experience

PMP certification or equivalent in good standing

Preferred Qualifications

Master’s Degree in Business Administration

Longevity working in enterprise systems HR, Engineering, Networking, Operations, Facilities, data warehouse, decision support and reporting system environments

Working knowledge of Oracle and IBM Relational Database Management Systems, executive information systems and statistical software packages

Six Sigma and/or Project Management Institute certification

Agile coach / Scrum Master certification

Experience in the health solutions industry

Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms -when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.