Lead, Supplemental Benefits Delivery & Vendor Performance

• Lead the transition from launch into stable operations, defining the sustained operating model, governance cadence, ownership, decision rights, and escalation pathways
• Serve as the primary program lead responsible for day-to-day delivery management, including integrated planning, governance, cross-functional execution, dependency management, risk management, issue resolution, readiness coordination, and executive reporting
• Coordinate cross-functional execution across Product, Digital, Marketing, Sales, Service, Clinical, Compliance, Technology, Analytics, Finance, Operations, and external partners
• Own knowledge continuity and core program documentation, reducing key-person risk and ensuring critical decisions, processes, and operating requirements are clearly captured
• Prepare concise leadership updates that communicate program health, emerging risks, decisions required, and recommended actions
• Own the integrated program plan, governance routines, RAID log, decision log, and executive reporting required to deliver and operate the benefit successfully across all participating teams

• Serve as the primary day-to-day operational contact for the delivery partner, fostering a productive relationship while driving clear accountability for performance and commitments
• Own vendor performance scorecards and governance reporting, including service levels, operational quality, member-impact indicators, issue trends, and corrective actions
• Monitor performance against SLAs, KPIs, contractual commitments, and agreed operating standards; identify performance gaps and drive timely resolution
• Lead escalation management, root-cause analysis, and corrective-action planning for vendor-related issues, coordinating internal stakeholders to minimize member and business impact
• Partner with Compliance, Legal, Procurement, Technology, and operational teams to support appropriate vendor controls, reporting integrity, escalation pathways, audit readiness, and remediation tracking

• Own the integrated performance and measurement framework across enrollment, activation, utilization, engagement, service delivery, member experience, quality indicators, and cost
• Monitor performance against established objectives, identify performance drivers, and coordinate actions with internal teams and the vendor to improve results
• Maintain an end-to-end view of the member and associate experience across eligibility, enrollment, fulfillment, activation, ongoing support, handoffs, edge cases, and escalation pathways
• Partner with Contact Center, Sales, Care Management, Digital, and other teams to ensure frontline associates have clear processes, tools, and information
• Identify systemic issues and improvement opportunities, translate them into practical recommendations, and drive agreed changes through implementation

• Translate operational, vendor, member-experience, and performance data into clear insights, trade-offs, and recommendations for leadership
• Provide operational insights and recommendations to support product strategy, annual planning, bid development, and vendor decisions
• Identify capabilities and practices that can be standardized or applied to other emerging supplemental benefits

Use your skills to make an impact

• 4-5+ years of experience in vendor or partner management, complex program delivery, product operations, or a related field, with demonstrated ownership of cross-functional business outcomes
• Demonstrated ability to lead complex initiatives through implementation, stabilization, and ongoing operations
• Experience monitoring SLAs, KPIs, contractual commitments, and/or corrective actions, with a track record of driving vendor accountability and operational improvement
• Experience defining performance measures and translating operational, member, or vendor data into actionable business recommendations
• Strong analytical and structured problem-solving skills, including root-cause analysis, assessment of trade-offs, and resolution of complex operating issues
• Exceptional written and verbal communication skills, including experience preparing executive-level materials and recommendations
• Ability to influence without direct authority, build trust across internal and external partners, and drive commitments through closure
• Strong organizational judgment and the ability to focus governance on the milestones, decisions, dependencies, and risks that matter most
• Collaborative, team-oriented working style; adept at cross functional teamwork and stakeholder management

• Experience with Medicare Advantage supplemental benefits, D-SNP, SSBCI, or dual-eligible populations
• Familiarity with CMS requirements affecting benefit operations, member communications, data use, reporting, or vendor delegation
• Experience moving a new product, benefit, or program from launch through stabilization and optimization
• Experience developing vendor scorecards, QBRs, performance-governance routines, operating controls, or audit and remediation processes

• Flexibility with work location; options include: • Hybrid arrangements at Humana's offices in cities including Louisville (headquarters), NYC, Chicago, Washington DC, Nashville, Ft. Lauderdale, Tampa
• Remote, with all work conducted on Eastern time

• Estimated travel: 5-10%

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.