Director, Product Management (IVR & Conversational AI)

Become a part of our caring community The Director, Product Management will lead development of next‑generation IVR and conversational automation capabilities, including the modernization of our voice self‑service ecosystem. This role requires a leader with deep expertise in IVR platforms—particularly Google GECX/Playbooks and related Google Contact Center AI tooling—who can deliver generative and agentic IVR experiences that dramatically improve customer outcomes and operational performance.

You will own the full product lifecycle for our Centerwell IVR and voice automation portfolio, from strategic roadmap creation to production delivery and continuous improvement. This leader must pair strong technical fluency in modern IVR architectures with a proven track record of delivering measurable value through intelligent automation, LLM‑powered dialog flows, and multimodal conversational experiences.

IVR & Conversational AI Leadership

• Lead the vision, strategy, and execution for our enterprise IVR ecosystem, with a deep focus on modernization, automation, and scalable platform design

• Own roadmap creation and delivery for IVR capabilities using Google GECX including voice bots, routing logic, LLM/NLU/NLP models, call intent prediction, and virtual‑agent experiences

• Drive adoption of generative and agentic IVR capabilities, enabling dynamic dialog generation, autonomous task handling, and context‑aware workflow orchestration

Product Strategy & Delivery

• Translate business priorities and customer pain points into actionable technical product strategies for IVR and conversational automation

• Build and lead high‑performing product teams; hire and develop talent with strong IVR, NLU, and conversational AI expertise

• Validate product effectiveness through measurable KPIs such as intent capture/accuracy, authentication, containment, deflection, CSAT/NPS, and call‑efficiency improvements

Cross‑Functional Collaboration

• Partner with engineering, operations, contact center, analytics, CX, and UX teams to deliver best‑in‑class IVR solutions

• Serve as the primary business representative for all IVR‑related initiatives, ensuring strong alignment across the enterprise

• Drive governance, consistency, and standards across IVR platforms, ensuring clean architecture, reusable components, and scalable design patterns

Operational Excellence

• Support delivery teams through active leadership, removing blockers and ensuring initiatives meet quality and cost expectations

• Conduct solution‑wide evaluations to identify improvements across architecture, LLM/NLU models, routing, and system integrations

• Manage risks, dependencies, and cross‑team prioritization for all IVR and conversational AI initiatives

Required Qualifications Use your skills to make an impact

• Bachelor’s Degree

• 8\+ years of product management or technology leadership experience with at least 5\+ years focused on IVR and voice automation

• Deep hands‑on experience with IVR platforms such as Google, Genesys, etc.

• Proven delivery of generative‑AI‑powered and agentic IVR conversational experiences

• Strong understanding of IVR self-service, digital deflection, call routing, telephony, SIP, APIs, and backend system integration

• Experience delivering multi‑year product roadmaps with agile and human‑centered design practices

• Strong leadership skills and ability to manage, coach, and grow high‑performing teams

• Excellent communication skills with executive presence and demonstrated ability to present and influence C-Suite Leadership

• Demonstrated success with OKR‑driven product delivery

• Experience managing large enterprise‑scale, cross‑functional initiatives

Preferred Qualifications

• MBA or Master’s Degree

• Healthcare (Primary Care, Pharmacy, etc.) experience

• Experience modernizing legacy IVR into cloud‑native conversational voice platforms, specifically Google GECX/Playbooks

• Direct experience leading teams building conversational AI (voice \+ chat)

• Strong familiarity with cloud contact center platforms such as Genesys, Nuance, Amazon Connect, Five9, etc.

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours 40

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.

Application Deadline: 09-15-2026

About Us 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.