Director Platform Partner

The Platform Partner Director will have accountability for the strategic partner relationships for Humana’s Contact Center as a Service (CCaaS) platform and the associated technology ecosystem (example: Customer Journey Orchestration, voice biometrics, etc.). These relationships will align all aspects of the CCaaS Platform and vendors with Humana’s goal of transforming and modernizing our customer interactions consistently across the enterprise.

Responsibilities

The Platform Partner Director will have accountability for the strategic partner relationships for Humana’s Contact Center as a Service (CCaaS) platform and the associated technology ecosystem (example: Customer Journey Orchestration, voice biometrics, etc.). These relationships will align all aspects of the CCaaS Platform and vendors with Humana’s goal of transforming and modernizing our customer interactions consistently across the enterprise.

This individual will be responsible for the development of the Platform roadmap and the end-to-end strategic Vendor engagement. This will ensure that opportunities to optimize the use of the Platform are identified and generate the most value to Humana. This individual will lead a team in discovery and research of best vendor solutions across all of Humana’s businesses and own the vendor decision process. As the Platform comes online, this individual will ensure that current legacy systems are sunset and the Platform value is realized.

This individual will be a hands-on, participative manager who will lead and develop a cross-functional team to identify opportunities to drive innovation and disruption in the experiences Humana delivers to its customers. The role will include close collaboration and partnership with the Technology team, the Product team, the Platform business sponsors, program leadership team, and the Vendor(s) to ensure opportunities for innovation are identified and Vendor engagement is effective in bringing those opportunities to life.

Bachelors’ Degree

At least 10 years of overall professional experience in a role with strategic planning, resource planning, operations management, and budgeting

Demonstrated success leading large scale projects/programs, including technology solutions

Strong analytic, organization and problem solving skills enabling sound decision making

Experience with cloud-based customer experience CCaaS Platforms

Excellent communication and relationship building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders

Experience with influencing and leading people leaders driving a highly engaged and well performing team

Demonstrated success driving results through OKR management

Strong understanding of business strategy and demonstrating delivery of strategy

Enthusiasm and self-motivation essential; a confident change-agent; strong presentation skills (oral and written)

Preferred Qualifications

Master of Business Administration or relevant Master’s Degree

Work experience in a health care and /or insurance industry

Work experience with Genesys

Technology savvy with experience leading technology teams and managing vendor relationships

Knowledge of Humana’s internal policies, procedures and systems