Contact Center Operations Lead – Medicaid, Integrated

Humana

Lead Medicaid contact center operations for Humana, driving operational excellence and supporting new state implementations with a focus on performance improvement.

Posted 4/24/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $86,300 - $118,700 per yearWebsite

About the role

Key responsibilities & impact

Serve as the operational subject matter expert for Medicaid and Integrated contact center operations, supporting both new state implementations and ongoing operational performance.
Lead end to end contact center operational readiness for Medicaid & Integrated implementations including launch planning, staffing readiness, go-live execution, and post-launch stabilization.
Translate implementation requirements (including contract/RFP expectations) into operational deliverables to ensure alignment with contact center capabilities and compliance standards.
Partner with cross-functional teams (Workforce Management, Training, Quality, Market/Program Leadership, Compliance, and Operations) to ensure implementation milestones and deliverables are achieved.
Monitor and analyze key performance indicators (KPIs) to identify performance trends, improvement opportunities and recommend strategies to improve operational efficiency, service outcomes, and member experience.
Support the design, implementation, and scaling of standardized contact center best practices across all Medicaid and Integrated contact centers.
Provide routine operational and implementation performance updates including progress, risks, and recommendations for resolution.
Operate with a high level of independence and exercise sound judgment and decision making in resolving complex operational issues and driving implementation decisions.

Requirements

What you’ll need

Bachelor's Degree
5 + years experience in Contact Center Operations
2+ years of leading operational initiatives, implementations or cross-functional workstreams
2+ years experience in Medicaid Managed Care Contact Center Operations
Experience in Contact Center Systems and Processes (call handling, etc.)
Work independently and lead contact center operations discussions and provide insights
Work with Leadership on operations strategies and key initiatives

Benefits

Comp & perks

medical, dental and vision benefits
401(k) retirement savings plan
time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
short-term and long-term disability
life insurance and many other opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

contact center operationsoperational readinessperformance analysisKPI monitoringimplementation requirementsoperational deliverablesbest practices designstaffing readinessgo-live executionpost-launch stabilization

Soft Skills

independencejudgmentdecision makingcross-functional collaborationleadershipcommunicationproblem solvingstrategic thinkinginsight generationrisk management

Certifications

Bachelor's Degree