Lead, Supplemental Benefits Delivery & Vendor Performance

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• About Humana
• Humana is a Fortune 50, 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.

• About the Team
• The Supplemental Benefits team delivers and oversees some of the most visible and valued benefits that Humana’s Medicare Advantage members receive. These benefits extend beyond traditional medical coverage and include dental, vision, hearing, over-the-counter health and wellness products, fitness, transportation, meals, in-home support, connectivity, and other services that help members maintain their health, independence, and quality of life.

We design, launch, and manage a diverse portfolio of supplemental benefits reaching millions of members. Our work sits at the intersection of product strategy, regulatory compliance, vendor partnership, data and analytics, operational execution, and member experience.

This is a team where the work is unusually tangible and high impact. The decisions made here can influence whether a member can access dental care, obtain needed hearing support, get to a medical appointment, remain safely and independently at home, or stay connected to their care team. We partner with leaders across the enterprise and with external organizations that deliver these benefits at scale.

Role Overview

This Lead/Advisor role owns integrated program delivery and vendor performance for one of the most visible new additions to Humana’s Medicare Advantage supplemental benefits portfolio, an innovative connectivity benefit designed to help eligible members stay connected to care and support.

The role will join as the benefit moves from launch into stabilization and its first full year of operation. The Lead will establish the operating rhythm required to deliver the benefit reliably, monitor vendor and program performance, resolve issues, improve the member and associate experience, and maintain an integrated view of material risks, decisions, and improvement priorities.

Serving as the operational integrator and primary coordinator of program delivery, , vendor performance, risks, and improvement opportunities, the Lead will provide the insights and recommendations needed to support product and executive decisions.

Key Responsibilities

Program Delivery & Operational Governance

Lead the transition from launch into stable operations, defining the sustained operating model, governance cadence, ownership, decision rights, and escalation pathways

Serve as the primary program lead responsible for day-to-day delivery management, including integrated planning, governance, cross-functional execution, dependency management, risk management, issue resolution, readiness coordination, and executive reporting

Coordinate cross-functional execution across Product, Digital, Marketing, Sales, Service, Clinical, Compliance, Technology, Analytics, Finance, Operations, and external partners

Own knowledge continuity and core program documentation, reducing key-person risk and ensuring critical decisions, processes, and operating requirements are clearly captured

Prepare concise leadership updates that communicate program health, emerging risks, decisions required, and recommended actions

Own the integrated program plan, governance routines, RAID log, decision log, and executive reporting required to deliver and operate the benefit successfully across all participating teams

Vendor Performance & Accountability

• •Serve as the primary day-to-day operational contact for the delivery partner, fostering a productive relationship while driving clear accountability for performance and commitments
• •Own vendor performance scorecards and governance reporting, including service levels, operational quality, member-impact indicators, issue trends, and corrective actions
• •Monitor performance against SLAs, KPIs, contractual commitments, and agreed operating standards; identify performance gaps and drive timely resolution
• •Lead escalation management, root-cause analysis, and corrective-action planning for vendor-related issues, coordinating internal stakeholders to minimize member and business impact
• •Partner with Compliance, Legal, Procurement, Technology, and operational teams to support appropriate vendor controls, reporting integrity, escalation pathways, audit readiness, and remediation tracking

Measurement, Member Experience & Improvement

• •Own the integrated performance and measurement framework across enrollment, activation, utilization, engagement, service delivery, member experience, quality indicators, and cost
• •Monitor performance against established objectives, identify performance drivers, and coordinate actions with internal teams and the vendor to improve results
• •Maintain an end-to-end view of the member and associate experience across eligibility, enrollment, fulfillment, activation, ongoing support, handoffs, edge cases, and escalation pathways
• •Partner with Contact Center, Sales, Care Management, Digital, and other teams to ensure frontline associates have clear processes, tools, and information
• •Identify systemic issues and improvement opportunities, translate them into practical recommendations, and drive agreed changes through implementation

Executive Insight & Benefit Evolution

• •Translate operational, vendor, member-experience, and performance data into clear insights, trade-offs, and recommendations for leadership
• •Provide operational insights and recommendations to support product strategy, annual planning, bid development, and vendor decisions
• •Identify capabilities and practices that can be standardized or applied to other emerging supplemental benefits

Use your skills to make an impact

Required Qualifications

• •4-5+ years of experience in vendor or partner management, complex program delivery, product operations, or a related field, with demonstrated ownership of cross-functional business outcomes
• •Demonstrated ability to lead complex initiatives through implementation, stabilization, and ongoing operations
• •Experience monitoring SLAs, KPIs, contractual commitments, and/or corrective actions, with a track record of driving vendor accountability and operational improvement
• •Experience defining performance measures and translating operational, member, or vendor data into actionable business recommendations
• •Strong analytical and structured problem-solving skills, including root-cause analysis, assessment of trade-offs, and resolution of complex operating issues
• •Exceptional written and verbal communication skills, including experience preparing executive-level materials and recommendations
• •Ability to influence without direct authority, build trust across internal and external partners, and drive commitments through closure
• •Strong organizational judgment and the ability to focus governance on the milestones, decisions, dependencies, and risks that matter most
• •Collaborative, team-oriented working style; adept at cross functional teamwork and stakeholder management

Preferred Qualifications

• •Experience with Medicare Advantage supplemental benefits, D-SNP, SSBCI, or dual-eligible populations
• •Familiarity with CMS requirements affecting benefit operations, member communications, data use, reporting, or vendor delegation
• •Experience moving a new product, benefit, or program from launch through stabilization and optimization
• •Experience developing vendor scorecards, QBRs, performance-governance routines, operating controls, or audit and remediation processes

Additional Information

• •Flexibility with work location; options include:
• •Hybrid arrangements at Humana’s offices in cities including Louisville (headquarters), NYC, Chicago, Washington DC, Nashville, Ft. Lauderdale, Tampa
• •Remote, with all work conducte