Humana · 11 hours ago
Associate Director, Customer Service & Retention - IFG
United States
Full-time
Remote
Mid, Senior Level, Lead/Staff
$115K/yr - $158K/yr
5+ years expHumana is committed to putting health first for their teammates and customers. The Associate Director, Customer Service & Retention is responsible for driving strategy and execution of a scalable Customer Retention Team, focusing on creating memorable customer experiences and overseeing retention initiatives.
Health CareHealth InsuranceInsuranceVenture Capital
Responsibilities
Leads retention-focused initiatives, such as targeted outreach campaigns, ensuring associates understand their role in its success
Directs creation of outbound campaigns to ensure we are reaching the right customers at the right time, comfortable interpreting and manipulating data
Oversees the roll out of enterprise value initiatives vital to a new and growing business model, incl. Third Party Verification
Partners with the AVP and peer leaders to align team strategies with broader organizational goals and retention objectives
Manages CST Managers as the team grows and expands
Facilitates cross-team collaboration to share best practices, resolve challenges, and ensure consistent approaches to customer engagement
Represents the team in strategic discussions, providing insights and recommendations based on team performance and customer feedback
Creates an inclusive, supportive culture where associates and customers feel valued, motivated, and encouraged to share ideas and collaborate to achieve team goals
Empowers leaders and associates to identify any customer concerns independently, providing clear guidance, tools, and support to build confidence and autonomy
Creates repeatable processes that evolve as we continue to scale the business
Demonstrates effective communication, accountability, and solutions-oriented mindset to inspire associates and cultivate a high performing team
Creates a cohesive team with one goal: be the best advocate for our customers
Provides ongoing coaching and training to equip leaders with the skills, tools, and confidence needed to achieve retention goals and deliver exceptional member experiences
Uses key metrics and KPIs to track individual and team performance, addressing gaps with targeted improvement plans and celebrating success to maintain motivation
Qualification
Required
Bachelor's Degree
5+ Years of Customer Support/Retention Management Experience in the Medicare or adjacent space
Strong analytical skills with experience tracking and improving key performance metrics (examples: call outcomes, retention, accretion, NPS, etc.)
Excellent interpersonal and communications skills, with the ability to influence and collaborate across teams and leadership levels
Demonstrated success in managing initiatives or campaigns to achieve strategic goals
Commitment to recruiting and developing diverse talent to meet the dynamic business requirements of the market
Ability to travel up to 20% of the time for leadership/business meetings
Available to work shifts that could fall between the business hours of 7:00 am to 11:00 pm local time, that include nights, weekends, or any additional hours based on business need
Growth / Continuous Improvement Mindset
Preferred
Strong technical experience
Familiarity with CRM tools (SalesForce) or data visualization tools (PowerBI) used for performance tracking and reporting
Start Up or Innovation Experience
Prior experience in sales and/or leading a sales team
Change Management certification
Bilingual proficiency
Benefits
Medical
Dental and vision benefits
401(k) retirement savings plan
Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
Short-term and long-term disability
Life insurance
Company
Humana
Humana is a health insurance provider for individuals, families, and businesses.
10001+ employees
H1B Sponsorship
Humana has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (282)
2024 (246)
2023 (284)
2022 (274)
2021 (212)
2020 (84)
Funding
Current Stage
Public CompanyTotal Funding
$13.07B2025-05-30Post Ipo Debt· $5B
2025-03-03Post Ipo Debt· $1.25B
2024-03-11Post Ipo Debt· $2.25B
Leadership Team
Jim Rechtin
CEO and President
Cynthia Zipperle
Vice President, Chief Accounting Officer and Controller
Recent News
2026-02-04
HealthCareIT News
2026-02-04
HealthCareIT News
2026-02-04
Company data provided by crunchbase