Dialer Campaign Strategy and Optimization

About this role

Become a part of our caring community   The Senior Channel Development Professional defines the sales product strategy for single or multiple lines of business targeting specific markets and/or business segments. The Senior Channel Development Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

The Dialer Campaign Strategy & Optimization role is responsible for leading the strategy, execution, and continuous improvement of acquisition and retention dialer campaigns. This role translates business goals into actionable outreach strategies, ensuring campaigns are effectively designed, launched, managed, and optimized to maximize contact rates, conversion performance, and cost efficiency.

Serving as the primary business owner for dialer campaign performance, this position partners closely with Operations, Marketing, Analytics, Technology, Contact Center, and external vendor teams to develop targeted outreach strategies, prioritize campaign requirements, and drive operational excellence. The role leverages data-driven insights, testing methodologies, and performance analytics to continuously improve campaign effectiveness, member engagement, and business outcomes.

The role will own dialer performance from planning through optimization, ensuring outreach efforts are delivered efficiently, operational issues are quickly resolved, and campaign strategies evolve based on performance trends and emerging opportunities.

Use your skills to make an impact   Required Qualifications • 5+ years of experience in campaign management, contact center operations, dialer strategy, marketing operations, member engagement, or business analytics. • Proven experience managing and optimizing outbound and inbound outreach campaigns with responsibility for conversion, contact rate, and efficiency outcomes. • Experience developing campaign targeting strategies, segmentation models, and performance optimization initiatives. • Experience working cross-functionally with Operations, Marketing, Analytics, Technology, and Vendor partners. • Experience in healthcare, pharmacy, health plan, Medicare, or regulated environments preferred. • Demonstrated success managing multiple initiatives and delivering measurable business results. • Experience with dialer platforms and workforce/contact center technologies. • Strong understanding of contact center technologies, dialer platforms, campaign management, and lead management processes. • Advanced analytical skills with the ability to interpret complex data sets and translate findings into actionable recommendations. • Experience designing and executing test-and-learn strategies, including scripting, segmentation, call timing, and outreach optimization. • Strong knowledge of campaign performance metrics, including conversion rates, contact rates, cost per acquisition, and cost per retention. • Ability to identify trends, risks, and opportunities and proactively develop optimization strategies. • Strong project management and organizational skills with exceptional attention to detail.

Preferred Qualifications • Bachelor's degree • Experience with dialer platforms and workforce/contact center technologies. • Proficiency in Excel and data visualization/reporting tools (Power BI, Tableau, or similar). • Experience utilizing CRM and campaign management systems. • Ability to partner with technical teams to define business requirements and support system enhancements.

Additional Information: As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

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. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

SSN Alert: Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website.

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 o

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