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Principal Product Manager - Voice & Conversational Platform



London, UK · Oklahoma, USA · Ohio, USA · North Dakota, USA · North Carolina, USA · New York, USA · New Mexico, USA · New Jersey, USA · New Hampshire, USA · Nevada, USA · Nebraska, USA · Montana, USA · Missouri, USA · Mississippi, USA · Minnesota, USA · Michigan, USA · Massachusetts, USA · Maryland, USA · Maine, USA · Louisiana, USA · Kentucky, USA · Kansas, USA · Iowa, USA · Indiana, USA · Illinois, USA · Idaho, USA · Hawaii, USA · Georgia, USA · Florida, USA · Washington, DC, USA · Delaware, USA · Connecticut, USA · Colorado, USA · California, USA · Arkansas, USA · Arizona, USA · Alaska, USA · Alabama, USA · Wyoming, USA · Wisconsin, USA · West Virginia, USA · Washington, USA · Vermont, USA · Utah, USA · Texas, USA · Tennessee, USA · South Dakota, USA · South Carolina, USA · Rhode Island, USA · Puerto Rico · Pennsylvania, USA · Oregon, USA · Remote
Posted on Tuesday, August 22, 2023


The Principal Product Manager Conceives of, develops, delivers, and manages products for customer use. The Principal Product Manager provides strategic advice and guidance to functional team(s). Highly skilled with broad, advanced technical experience.


Location: remote

We are seeking an accomplished & experienced Principal Product Manager to join the Experience Transformation Voice & Conversational Product Team. You will be focused on developing and executing the product strategy for Humana’s Consumer Experience Center Platform (CECP), working cross functionally across the Enterprise to deliver incremental value through agile product creation & delivery.

The Principal Product Manager Leads all phases of the product life cycle, from inception to introduction into the marketplace, by developing products to meet specific customer needs and achieve specific cost and success outcomes. Once products are launched, monitors efficacy of products and uses customer and business partner feedback to ensure products are meeting customer needs across each customer segmentation, adjusting products over time to continue to achieve the desired outcomes. Works with senior executives to develop and drive segment or enterprise-wide functional strategies. Advises one or more areas, programs or functions and provides recommendations to senior executives on matters of significance, and acts as an advanced subject matter expert competent to work at very high levels in multiple knowledge and functional areas across the enterprise.

Key Responsibilities

  • Based on industry research and business objectives, develop a platform product strategy that enables exceptional omnichannel experiences and outcomes

  • Identify emerging technologies and conduct test & learns to proactively drive innovation and business value

  • Build cross functional relationships with horizontals & verticals and act as a trusted advisor/liaison among business, product & development teams

  • Support delivery of the product roadmap through active sponsorship, leadership, and involvement in specific initiatives to ensure desired outcomes, cost and quality requirements are achieved

  • Serve as the business representative for Product Team discussions with various partners and stakeholders across the Enterprise

  • Facilitate conversations between Product Managers and external stakeholders where clarification of business logic, rules or desired functionality is required

  • Facilitate organization and collaboration between Release Trains in order to streamline value delivery

  • Resolve and/or escalate risks brought forward from Product Managers

  • Encourage Product Managers to take ownership, initiative and accountability for items on the roadmap and in the backlog, mentoring & coaching as necessary

  • Conduct comprehensive strategic solution evaluations that support development/refinement of product and technology strategy

Required Qualifications

  • Bachelor’s degree

  • 10+ years of product management and/or technology implementation

  • Experience implementing & enhancing cloud Software as a Service (SaaS) or Contact Center as a Service (CCaaS) & CX platforms such as Genesys Pure Cloud, AWS Connect, Pega Customer Service or others

  • Agile product development experience

  • Experience developing/executing product strategies and multi-year roadmaps

  • Experience leveraging Human Centered Design approaches to develop consumer centric products/solutions

  • Quantitative and qualitative analysis experience, with the ability to drive trend identification and translate into actionable insights

  • Experience managing complex initiatives by effectively leading large cross functional teams and demonstrated ability to manage and influence stakeholders across the Enterprise

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

  • Exceptional oral and written communications skills, including the polish, poise, and executive presence that will ensure effective interaction with senior and executive level audiences

  • Demonstrated success driving results through objectives and key results (OKR) management

  • Strong ability to understand business strategy and deliver desired outcomes through product creation/delivery

Preferred Qualifications

  • MBA or Master’s degree

  • Experience in health care and/or insurance industry

  • Extensive experience developing/delivering/managing voice and conversational (IVA, chat, sms, etc.) products & capabilities

  • Deep technical experience integrating and deploying CCaaS technology (front & backend)

  • Experience implementing the Genesys Pure Cloud CX CCaaS Platform

  • Experience influencing vendor relationships and product development/roadmaps

Additional Information

Humana is an organization with careers that change lives—including yours. As an innovator in the fast-paced industry of healthcare, we offer our associates careers that challenge, support and inspire them to use their passion for helping others and to lead their best lives. If you’re ready to help people achieve lifelong well-being, and be a part of an organization that is growing and poised to make an impact on the future of healthcare, Humana has the right opportunity for you.

Scheduled Weekly Hours


Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$149,800 - $206,100 per year

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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.