Sales Associate Director, External Call Center

📋 Description

• • As the Associate Director, External Call Center at Humana Inc., you will be instrumental in shaping and executing the enterprise strategy for our external call center sales partnerships. Reporting directly to the Associate VP of Brokerage Sales, this senior leadership role carries end-to-end accountability for revenue performance, partner strategy, and operational excellence across a complex network of third-party sales organizations.
• • You will serve as a pivotal member of the sales leadership team, taking on a significant leadership capacity. Your responsibilities will include managing large-scale partner relationships, developing multi-year growth strategies, and ensuring seamless alignment between our external partners and overarching enterprise objectives. These objectives encompass driving revenue growth, enhancing customer experience, maintaining strict compliance, and safeguarding brand equity.
• • A sophisticated understanding of the intricate intersections between sales, operations, compliance, and technology is crucial for success in this role, as these elements are key to achieving sustainable performance at scale.
• • Strategic Leadership & Sales/Revenue Accountability:
• • Oversee and drive the achievement of annual and multi-year revenue targets across all external call center partners, holding full accountability for performance outcomes.
• • Define and implement the overarching partner sales strategy, identifying growth priorities, optimizing channel effectiveness, and spearheading market expansion initiatives.
• • Translate high-level enterprise commercial objectives into concrete, actionable partner strategies, ensuring consistent and effective execution across a diverse portfolio of partners.
• • Act as a strategic advisor to senior leadership, providing critical insights into partner performance, evolving market dynamics, and emerging growth opportunities.
• • Partner Ecosystem Management:
• • Provide executive oversight for all existing external call center partnerships, ensuring robust governance, effective performance management, and strict adherence to organizational standards.
• • Cultivate and maintain a strong pipeline of new partner relationships, encompassing thorough evaluation, due diligence, contract negotiation, and seamless onboarding.
• • Negotiate and manage complex commercial agreements, including performance incentives, compensation structures, and service level expectations.
• • Serve as a senior escalation point for any partner-related issues, driving timely and effective resolution while diligently preserving long-term strategic relationships.
• • Operational Excellence and Performance Optimization:
• • Establish comprehensive performance frameworks, key performance indicators (KPIs), and reporting cadences to rigorously measure partner effectiveness, productivity, quality, and compliance.
• • Champion and lead continuous improvement initiatives aimed at enhancing sales effectiveness, elevating the customer experience, and optimizing operational efficiency across all partner channels.
• • Lead the successful implementation of new or enhanced programs, processes, and technological tools designed to support scalable partner growth.
• • Ensure all partner activities are in strict alignment with regulatory requirements, compliance mandates, and brand standards, particularly within Humana's highly regulated sales environment.
• • Cross-Functional Collaboration:
• • Foster close collaboration with internal stakeholders across critical departments, including Sales Operations, Compliance, Marketing, Technology, and Training.
• • Contribute strategic input to broader commercial planning efforts, including product launches, market entry strategies, and product diversification initiatives.
• • Act as a champion for enterprise priorities within the partner ecosystem, ensuring consistency in messaging, execution, and the overall customer experience.
• • Leadership & Influence:
• • Lead, mentor, and develop a high-performing team responsible for partner management, strategy development, growth initiatives, and execution.
• • Cultivate a strong organizational culture characterized by accountability, a commitment to performance excellence, and a drive for continuous improvement.
• • Represent Humana externally with executive-level credibility, serving as a trusted and influential partner to senior leadership within external organizations.