Process Improvement Lead

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Humana is a Fortune 60, publicly traded health benefits company with a long-standing reputation for innovation and transformation. As one of the nation’s largest health benefits organizations, Humana is committed to delivering consumer-focused health solutions that drive positive outcomes for members and communities.

The Consumer Products Enablement and Solutions (CPES) team ensures Humana’s insurance products remain competitive, compliant, and aligned with consumer needs. Team members work closely with leaders across the enterprise, supporting timely regulatory and operational execution while partnering with key business units to support strategic direction for insurance products.

The Process Improvement Lead supports the daily execution of enterprise operational processes and helps ensure governance activities are consistently applied across the department. This role is responsible for coordinating cross-functional operational workstreams, maintaining project plans and timelines, managing documentation, supporting governance routines, and helping ensure enterprise processes are organized, standardized, and ready for execution.

This position serves as a key operational coordinator for CPES operations, and other functioning programs that require structured execution, cross-functional coordination, and governance oversight. The role partners closely with department leaders and cross-functional stakeholders to support implementation readiness, issue resolution, process consistency, and operational accountability across the enterprise operational portfolio.

Key Responsibilities

Process Improvement & Operational Excellence

• Lead the evaluation, design, standardization, and optimization of processes to improve efficiency, effectiveness, scalability, and stakeholder experience.
• Identify and implement process improvement opportunities using data analysis, operational insights, root cause analysis, and continuous improvement methodologies.
• Drive adoption of best practices, lessons learned, and process standards to support operational consistency and measurable business outcomes.
• Develop and maintain process documentation, including process maps, workflows, job aids, governance artifacts, and implementation materials.

Program Execution & Operational Readiness

• Lead the planning, execution, and coordination of operational initiatives and strategic workstreams, ensuring alignment with organizational objectives.
• Develop and maintain integrated project plans, timelines, milestones, deliverables, dependencies, and implementation activities.
• Monitor progress, identify and mitigate risks, barriers, and resource constraints, and drive resolution of issues impacting successful execution.
• Lead operational readiness activities to ensure teams, processes, and stakeholders are prepared for successful implementation and adoption.

Governance, Reporting & Risk Management

• Facilitate governance processes that support effective decision-making, accountability, risk management, and operational oversight.
• Coordinate governance meetings, track decisions, action items, risks, dependencies, and stakeholder commitments, and ensure timely follow-through.
• Prepare executive-ready reporting, dashboards, status updates, and presentations that communicate progress, risks, outcomes, and recommendations.
• Escalate critical issues, unresolved decisions, and execution risks to appropriate stakeholders and leadership teams.

Stakeholder Engagement & Cross-Functional Leadership

• Partner with business leaders and cross-functional teams to drive alignment, foster accountability, and support successful delivery of operational initiatives.
• Serve as a trusted advisor and process improvement resource, influencing stakeholders across functions and organizational levels.
• Lead stakeholder communications, implementation updates, and change readiness efforts to support adoption of new processes and ways of working.
• Build collaborative relationships that promote operational excellence, continuous improvement, and sustain organizational performance.

Use your skills to make an impact

Required Qualifications

• Bachelor’s Degree in Business Administration, Healthcare Administration, Operations Management, Project Management, Public Health, related field, or equivalent work experience
• 4+ years of experience coordinating enterprise-level operational processes, projects, governance activities, or cross-functional workstreams
• Lean Six Sigma Green Belt and Black Belt certification
• Strong organizational skills with the ability to manage multiple workstreams, deadlines, stakeholder groups, and competing priorities
• Demonstrated ability to maintain project plans, timelines, process documentation, decision logs, action logs, and governance materials
• Strong written and verbal communication skills, with the ability to coordinate effectively across cross-functional teams
• Ability to work cross-functionally and influence accountability without direct authority
• Ability to identify risks, track issues, support resolution, and escalate concerns appropriately
• Detail-oriented with a focus on process consistency, documentation quality, operational readiness, and execution accuracy
• Collaborative, flexible, and team-oriented working style

Preferred Qualifications

• Project coordination or project management experience
• Familiarity with operational governance, process improvement, enterprise execution routines, workflow documentation, and continuous improvement practices
• Experience in supporting payor operations with a focus on operational efficiency and process optimization
• Experience supporting healthcare, Medicare Advantage, compliance-driven, regulatory, or highly regulated operational programs
• Experience preparing leadership-level updates, status reports, executive-ready materials, meeting materials, and governance documentation
• Experience supporting governance forums, executive reporting, operational readiness, implementation planning, or issue escalation
• Background supporting payor operations, enterprise operations, product operations, compliance-driven processes, or annual product lifecycle activities
• Comfort working in a matrixed environment with multiple business partners and competing priorities

Additional Information

• Flexibility with work location; options may include:
  • Humana’s New York office in Midtown Manhattan
  • Humana’s Washington, DC office
  • Humana’s headquarters in Louisville, Kentucky
  • Remote, with majority of work conducted on Eastern time

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.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

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$94,900 - $130,500 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 10-27-2026

About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our 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 and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com.

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. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.