[Remote] Senior Product Owner - Brokerage Technology Team - IFG

Note: The job is a remote job and is open to candidates in USA. Humana is a healthcare company providing insurance and healthcare services. The Senior Product Owner will lead the vision, roadmap, optimization, and delivery of Medicare contact center technology centered on Genesys Cloud CX and Salesforce CRM. The role will manage stakeholders, vendors, compliance, analytics, integrations, and continuous improvements supporting internal operations and external brokerage partners. Responsibilities Define and drive the product vision, strategy, and roadmap for the Medicare contact center ecosystem, including Genesys Cloud CX and Salesforce CRMPrioritize initiatives that improve agent productivity, customer experience, operational efficiency, and business outcomesAct as the primary product liaison between business stakeholders, technology teams, and strategic vendor partnersEnsure solutions support carrier-agnostic operations and align with brokerage and FMO business objectivesOwn and maintain the product backlog, translating business priorities into actionable user stories and release plansOversee the configuration, integration, performance, and ongoing optimization of Genesys Cloud CXPartner with technical teams to enhance IVR, call routing, workforce management, omni-channel engagement, and reporting capabilitiesLead the evaluation and implementation of new contact center features and capabilitiesManage vendor relationships, service-level agreements, and platform performance to ensure operational excellenceOwn the strategy and evolution of Salesforce CRM supporting Medicare sales, enrollment, agent management, and customer service processesDrive seamless integration between Salesforce and Genesys Cloud CX, including CTI functionality, screen pops, interaction tracking, call logging, and workflow automationPartner with business and technology teams to design scalable CRM solutions that improve agent workflows and reduce administrative effortCollaborate with Salesforce administrators, developers, architects, and third-party partners to deliver enhancements, releases, and platform modernization initiativesEnsure data quality, governance, and consistency across customer, member, agent, and broker records while maximizing user adoption and business valuePartner with stakeholders across Sales, Operations, Compliance, Agent Contracting, Commissions, Call Center Support, and external brokerage organizations to gather requirements and align prioritiesFacilitate cross-functional collaboration to remove roadblocks, manage dependencies, and ensure successful product deliveryCommunicate product strategy, roadmap updates, and business outcomes to executive and operational stakeholdersEnsure telephony and CRM solutions comply with CMS regulations, Medicare requirements, and internal governance standardsPartner with quality, training, and operations teams to monitor performance, improve call quality, and enhance the overall customer and agent experienceDefine and monitor KPIs, dashboards, and reporting across Salesforce and Genesys to measure customer experience, agent effectiveness, and operational performanceLeverage data-driven insights to identify opportunities, prioritize enhancements, and support strategic decision-makingCollaborate with analytics teams to develop actionable reporting and performance measurement frameworks Skills Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time5+ years of experience as a Product Owner or similar role in a call center or healthcare environmentStrong knowledge of Salesforce AND Genesys Cloud CXExperience working with Medicare sales operations, preferably within an FMO or brokerage settingFamiliarity with carrier-agnostic workflows and CMS compliance requirementsExcellent communication, stakeholder management, and agile delivery skillsExperience with tools like Jira, Confluence, and Agile/Scrum methodologiesExperience integrating telephony systems with CRM platforms (e.g., Salesforce, HubSpot)Knowledge of broker onboarding, lead distribution, and call tracking workflowsTechnical understanding of APIs and cloud-based contact center architecture Benefits This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.Medical, dental and vision benefits401(k) retirement savings planTime off (including paid time off, company and personal holidays, paid parental and caregiver leave)Short-term and long-term disabilityLife insurance Company Overview Humana is a health insurance provider for individuals, families, and businesses. It was founded in 1964, and is headquartered in Louisville, Kentucky, USA, with a workforce of 10001+ employees. Its website is http://www.humana.com.