Provider CRM Lead

Job Description:

• Define and communicate the long-term vision, strategy, and roadmap for CRM capabilities and customer engagement platforms
• Align CRM investments with business objectives, customer needs, and growth strategies
• Identify opportunities to improve customer acquisition, retention, loyalty, and lifetime value through CRM innovation
• Monitor industry trends, emerging technologies, and competitive CRM capabilities
• Lead end-to-end product lifecycle management from discovery through delivery and ongoing optimization
• Prioritize initiatives using data, customer insights, business outcomes, and stakeholder feedback
• Develop business cases and success metrics for product investments
• Mentor and guide other product managers and cross-functional team members
• Own CRM platform capabilities including customer profiles, segmentation, lead management, campaign management, workflow automation, reporting, and integrations
• Partner with engineering teams to define scalable architecture and platform enhancements
• Drive platform modernization and adoption of AI-driven personalization and automation capabilities
• Ensure data quality, governance, privacy, and compliance standards are maintained
• Report to the AVP, Product Management

Requirements:

• Bachelor’s degree
• 8+ years experience leading CRM implementation
• 2+ years of project leadership experience
• Ability to translate business priorities into product requirements, user stories, roadmaps, and delivery plans
• Experience partnering across business, operations, technology, analytics, and digital teams to implement enterprise solutions
• Strong analytical skills using data, performance metrics, and stakeholder feedback
• Excellent communication, stakeholder management, and change management skills
• Must work with internet service providing at least 25 Mbps download and 10 Mbps upload
• Must work from a dedicated space without ongoing interruptions to protect PHI/HIPAA information
• Not eligible for work visa sponsorship

Benefits:

• Bonus incentive plan based on company and/or individual performance
• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) retirement savings plan
• Paid time off
• Company holidays
• Personal holidays
• Paid parental leave
• Paid caregiver leave
• Short-term disability
• Long-term disability
• Life insurance
• Dedicated home workspace requirement supporting work from home
• Remote work arrangement
• Occasional travel to Humana offices for training or meetings