Senior Product Owner - Brokerage Technology Team - IFG

About this role

Become a part of our caring community   Our Brokerage Technology team is looking for a Senior Product Owner to join us in transforming the insurance brokerage industry and delivering innovative experiences to our customers. Will help drive the digital roadmap, representing the needs of the overall agent, member, or customer experience. Must be a self-starter who understands digital, customer, and business requirements, and can lead and manage change, remove roadblocks, and communicate clearly to multiple functional teams across digital portfolio and operations, technical, and business stakeholders. They will need to understand and work with stakeholders across the brokerage business lines, including Agent CRM, Agent Contracting, Commissions, and Call Center support.   We are seeking a strategic and technically adept Senior Product Owner to lead the evolution and optimization of our Medicare call center telephony systems, with a primary focus on Genesys Cloud CX AND Salesforce CRM. This role will support both internal operations and external brokerage partners, ensuring seamless, carrier-agnostic communication workflows that enhance customer experience and broker efficiency.

Responsibilities: Product Ownership & Strategy • Define and drive the product vision, strategy, and roadmap for the Medicare contact center ecosystem, including Genesys Cloud CX and Salesforce CRM. • Prioritize initiatives that improve agent productivity, customer experience, operational efficiency, and business outcomes. • Act as the primary product liaison between business stakeholders, technology teams, and strategic vendor partners. • Ensure solutions support carrier-agnostic operations and align with brokerage and FMO business objectives. • Own and maintain the product backlog, translating business priorities into actionable user stories and release plans.

​ Genesys Cloud CX Platform Management • Oversee the configuration, integration, performance, and ongoing optimization of Genesys Cloud CX. • Partner with technical teams to enhance IVR, call routing, workforce management, omni-channel engagement, and reporting capabilities. • Lead the evaluation and implementation of new contact center features and capabilities. • Manage vendor relationships, service-level agreements, and platform performance to ensure operational excellence.

Salesforce CRM Management • Own the strategy and evolution of Salesforce CRM supporting Medicare sales, enrollment, agent management, and customer service processes. • Drive seamless integration between Salesforce and Genesys Cloud CX, including CTI functionality, screen pops, interaction tracking, call logging, and workflow automation. • Partner with business and technology teams to design scalable CRM solutions that improve agent workflows and reduce administrative effort. • Collaborate with Salesforce administrators, developers, architects, and third-party partners to deliver enhancements, releases, and platform modernization initiatives. • Ensure data quality, governance, and consistency across customer, member, agent, and broker records while maximizing user adoption and business value.

Stakeholder Management & Delivery • Partner with stakeholders across Sales, Operations, Compliance, Agent Contracting, Commissions, Call Center Support, and external brokerage organizations to gather requirements and align priorities. • Facilitate cross-functional collaboration to remove roadblocks, manage dependencies, and ensure successful product delivery. • Communicate product strategy, roadmap updates, and business outcomes to executive and operational stakeholders.

Compliance & Quality • Ensure telephony and CRM solutions comply with CMS regulations, Medicare requirements, and internal governance standards. • Partner with quality, training, and operations teams to monitor performance, improve call quality, and enhance the overall customer and agent experience.

Analytics & Continuous Improvement • Define and monitor KPIs, dashboards, and reporting across Salesforce and Genesys to measure customer experience, agent effectiveness, and operational performance. • Leverage data-driven insights to identify opportunities, prioritize enhancements, and support strategic decision-making. • Collaborate with analytics teams to develop actionable reporting and performance measurement frameworks.

Use your skills to make an impact   Required Qualifications: • Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time

• 5+ years of experience as a Product Owner or similar role in a call center or healthcare environment.

• Strong knowledge of Salesforce AND Genesys Cloud CX. .

• Experience working with Medicare sales operations , preferably within an FMO or brokerage setting.

• Familiarity with carrier-agnostic workflows and CMS compliance requirements.

• Excellent communication, stakeholder management, and agile delivery skills.

• Experience with tools like Jira, Confluence, and Agile/Scrum methodologies.

Preferred: • Experience integrating telephony systems with CRM platforms (e.g., Salesforce, HubSpot).

• Knowledge of broker onboarding, lead distribution, and call tracking workflows.

• Technical understanding of APIs and cloud-based contact center architecture.

Additional Information

Social Security Task:

Alert: Humana values personal identity protection.  Please be aware that applicants being considered for an interview will be asked to provide a social security number, if it is not already on file.  When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana’s secure website.  

Virtual Pre-Screen:

As part of our hiring process for this opportunity, we will be using exciting virtual pre-screen technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable

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