Associate Vice President, Consumer Service Operations

📋 Description

• • The Associate Vice President, Consumer Service Operations is a senior leadership role responsible for overseeing the CenterWell Pharmacy Call Center, managing internal and vendor teams, and driving consumer experience results across inbound/outbound calls, chat, and operational reporting.
• • Day to day, the role involves collaborating with enterprise leaders to develop call center strategies, establishing performance goals, overseeing incentive designs, managing BPO/vendor contracts, prioritizing strategic initiatives in response to market or regulatory changes, and directly leading 500 internal FTEs and over 2,000 vendor associates.
• • The team operates within CenterWell Pharmacy, a Humana company focused on integrated healthcare services, where the leader influences change through pharmacy and enterprise alignment, supports business development and technology transformation, and serves on the CWP Leadership team.
• • In this role, the individual can achieve strategic impact by shaping consumer-centric service vision, driving operational improvements through AI and process innovation, leading large-scale contact center transformation, and developing leadership talent while contributing to Humana’s mission of whole-person well-being.