Senior Associate / Product Manager - Telephonic Channel Capabilities

Senior Associate / Product Manager Telephonic Channel Capabilities

Become a part of our caring community and help us put health first. Humana is scaling its telephonic communication capabilities to deliver personalized, timely, and compliant member experiencesand we're looking for a product manager to lead that effort. As Senior Associate / Product Manager Telephonic Channel Capabilities, you'll serve in a dual-hat role : owning the telephonic capability roadmap while acting as an embedded expert within agile pods to accelerate campaign delivery and ensure feasibility. You'll define and manage tools, workflows, and governance frameworks that support enterprise telephonic outreach, with a focus on SMS / MMS standardization, TCPA compliance, VAT oversight, and integration with personalization and orchestration platforms. This role is central to enabling scalable, intelligent communications that support member engagement and lifecycle marketing.

Capability Ownership & Roadmap Development

Define and evolve the product roadmap for telephonic channel capabilities, including SMS / MMS, IVR, and outbound call strategies. Lead efforts to standardize SMS campaign execution, including correct categorization of Marketing, Operational, and Regulated communications. Partner with platform product teams to enable new functionality and integrations (e.g., orchestration, NBA engines, consent frameworks). Monitor campaign execution and platform performance to identify gaps, inefficiencies, and opportunities for improvement.

Embedded Pod Support & Cross-Capability Coordination

Act as embedded support in agile pods, advising on telephonic feasibility, platform capabilities, and campaign execution. Collaborate with compliance teams to ensure all telephonic communications meet TCPA and other regulatory requirements. Coordinate with VAT stakeholders to ensure voice and SMS campaigns meet accessibility standards and alternate format requirements. Partner with other capability owners (e.g., consent & preferences, NBA, email, print) to ensure seamless cross-channel coordination.

Governance, Compliance & Enablement

Support platform governance, including audience management, rules configuration, and documentation of campaign types and use cases. Develop training materials and change management plans to support adoption and scalability of telephonic capabilities. Stay ahead of emerging trends in mobile messaging, automation, accessibility, and regulatory guidance. Deliver compliant, personalized telephonic communications that improve member engagement and satisfaction. Enable marketing teams to activate data and insights through scalable SMS and voice tools. Improve operational efficiency by standardizing campaign execution and automating outreach workflows. Foster innovation in marketing operations by aligning telephonic capabilities with enterprise goals.

Use Your Skills to Make an Impact

Required Qualifications : Bachelor's Degree in Marketing, Information Systems, Business, related field, or relevant work experience. 35 years of experience in product management, marketing technology, or customer communications. Strong understanding of telephonic platforms, SMS / MMS campaign execution, and audience segmentation. Experience working in agile environments, ideally within a dual-hat or embedded pod model. Familiarity with TCPA compliance and regulated communication standards. Experience supporting accessibility initiatives, including VAT or alternate format communications.

Preferred Qualifications : Experience with platforms such as Twilio, Salesforce Marketing Cloud Mobile Studio, Adobe Experience Platform (AEP), or similar telephonic tools. Exposure to consent and preference management frameworks. Experience integrating telephonic channels with orchestration platforms and personalization engines. Background in healthcare, insurance, or other regulated industries. Certification in Product Management or Marketing Technology. Interest in emerging technologies such as conversational AI, mobile automation, and real-time messaging.

Travel : While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours 40

Pay Range $104,000 - $143,000 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and / or individual performance.

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.

Application Deadline : 10-22-2025

Humana Inc. (NYSE : HUM) is committed to putting health first for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer. It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements.