Associate Director IT Platform Management

Profile

Description

The Associate Director IT Platform Management will have accountability for full management aspects of the CECP Platform (Customer Experience Center Platform). This individual will be responsible for the development of the platform management strategy and execution of activities leading up to production of Humana's cloud based omni channel technology platform, and will collaborate with cross functional IT teams to ensure that product development processes.

Humana relies on the latest technology and trends for sharing and storing information, communication and security, and driving delightful customer experiences. We need experts in technology to help us develop and maintain our networks, hardware, and software-to ensure our systems run smoothly and efficiently, keep us on the forefront of innovation in healthcare, and retain our competitive edge. At Humana, we want to help people everywhere, including our associates lead their best lives and achieve lifelong well-being. We look for talented individuals who share this passion for helping others, who have naturally curious and innovative minds, and who want a career where they can use their technical skills to make a positive impact on the lives of our members

Responsibilities

Be a part of the technology team -- Be a strategic leader in cutting edge Healthcare technology!

Humana is seeking an Associate Director of IT Platform Management that will be a strategic thought-partner and report to the Director of Enterprise Customer Experience Technology. The successful candidate will be a hands-on, participative manager who will lead and develop an internal team to support Humana's cloud based Customer Experience Center Platform The role will act as a liaison and collaborate with business, and functional stakeholders to identify and deliver strategic enablement solutions. The role will play a critical part in partnering with the IT leadership team to ensure delivery excellence for this critically important omni-channel platform. Specific responsibilities include:


Provide platform management leadership for Genesys platform and enable platform implementation teams to deliver the business value
Manage the Genesys platform to enable parallel delivery path for different LOBs
Manage and execute the Genesys platform APIs strategy to provide and consume the APIs for different implementation teams
Define and execute the platform automation strategy, optimize Genesys platform implementation for different agile pods
Develop a project plan by setting proper timelines for project tasks including epics, stories, configuration, product training, solution testing, and production rollout
Manage the recruitment and selection of a talented team
Manage and report staffing, resource allocation, goal setting and measurements
Effectively cultivate a culture of teamwork and innovation among the staff and Manage project/resource estimation activities
Enforces security controls, maintains the system roles and authorization processes
Manage and execute Genesys platform access strategy, manage the appropriate access levels for different business and IT teams
Partner with security and risk teams in implementing process changes to ensure compliance with privacy policies, security audits and certifications
Oversee research and development, prototyping, and vendor evaluations
Guide technology/solution decisions with architecture and product teams for projects
Collaborate with architecture and development teams to define and implement the CI/CD pipelines for different agile pods and business stakeholders


Required Qualifications


6 or more years of technical
2 or more years of management experience
Solid understanding of operations, technology, communications and processes
Possess 10 years of progressive experience leading continuous improvement efforts, evaluating existing systems and implementing process improvements.
Must be passionate about contributing to an organization focused on continuously improving consumer experiences


Preferred Qualifications


Bachelor's Degree


Scheduled Weekly Hours

40

Company info

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