Senior Product Manager for the Medicare Advantage (MA) Shopping Experience

About the Role

The Senior Product Manager for the Medicare Advantage (MA) Shopping Experience is crucial in shaping a smooth and effective journey that allows potential members to explore, assess, and select the best Medicare Advantage plan suited for their needs. This role is pivotal in steering the strategy, development, and success of our shopping and renewal processes within the unsecured channel, focusing on enhancing conversion rates while adhering to CMS regulatory frameworks and reflecting real customer insights.

This position requires a profound comprehension of customer behaviors and digital shopping, with the skill to convert this understanding into compliant and scalable product enhancements.

Key Responsibilities

Leadership in the Shopping Experience

• Take ownership of the end-to-end MA shopping, decision-making, and renewal journey, from initial awareness to plan choice, using data and insights to drive ongoing improvements.
• Detect obstacles, conversion barriers, and opportunities to increase confidence for prospects and members.
• Collaborate across departments, including Product, Marketing, Operations, and Support to implement journey enhancements and cohesive messaging.
• Establish and monitor journey-level KPIs, developing dashboards that track user behavior and performance metrics.
• Lead cross-functional workshops to share journey findings, align strategies, and prioritize investment in user experience.
• Maintain a robust prioritization framework balancing customer needs, regulatory mandates, and operational capabilities.
• Act as the champion for delivering a seamless, intuitive, and regulatory-compliant customer experience.

Ownership of Product Experience

• Manage the product experience for all unsecured-channel shopping flows, which include:
  • Digital eCommerce pathways
  • Plan merchandising and storefront content
  • Prospective member nurturing flows
  • Member renewal experiences
• Ensure all experiences are compliant with CMS regulations, and are responsive, accessible, and fast.
• Outline features and capabilities that aid in plan comparison, benefit exploration, and guided selections.
• Utilize data and insights to position decision-support tools and personalized content effectively within the user journey.
• Encourage a scalable component design to guarantee consistency across storefront pages and conversion pathways.

Collaboration & Delivery Across Teams

• Proactively identify risks, dependencies, and potential impacts related to journey alterations; lead resolution discussions across Product, Marketing, and Digital Sales teams.
• Collaborate with Adobe Product and Analytics teams to evaluate test outcomes and foster data-driven optimization strategies.
• Work alongside Channel Product Managers to unify shared components and uphold consistency in the unsecured digital experience.
• Partner with SEO Product Management to enhance storefront visibility while maintaining superior user experiences.
• Coordinate with Marketing and Personalization teams to ensure that recommendations and content frameworks align seamlessly with shopping principles.
• Incorporate insights from plan design and market specifics to steer experience enhancements.

About You

• You are customer-focused and excited about creating experiences that enhance clarity and confidence.
• You rely on data and are always eager to experiment for continuous improvement.
• You can think strategically while also paying attention to detailed execution.
• You are highly collaborative, proactive, and adept at navigating through uncertain situations.
• You balance customer needs with compliance obligations.

Required Qualifications

• At least 7 years of experience in digital product management, with hands-on experience in consumer-facing journeys or eCommerce.
• A successful track record leading complex customer journeys and enhancing conversion rates.
• Strong analytical skills, with experience in defining KPIs, interpreting user data, and conducting A/B or multivariate tests.
• Experience in regulated sectors is essential.
• Ability to lead cross-functional teams and influence senior stakeholders effectively.
• A solid understanding of UX principles, responsive design, accessibility standards, and component-based design systems.
• Exceptional skills in communication, storytelling, and strategic thought processes.
• Possess executive presence.

Preferred Qualifications

• Advanced degree (MBA or equivalent) is desirable.
• Experience working within agile frameworks.
• PM/PO SAFe Certification is a plus.
• Knowledge of Medicare Advantage, health insurance, or healthcare is beneficial.
• Experience in eCommerce merchandising, personalization, or SEO-enhanced product development.
• Experience in designing decision-support tools and educational resources for complex products is an advantage.
• Strong grasp of continuous discovery practices.

Work-At-Home Requirements

• This is a remote position.
• You must have a high-speed DSL or cable modem for your home office. For those working remotely in California, payment for internet expenses will be covered.
• A minimum standard speed of 25x10 (25mbps download x 10mbps upload) is required.
• Satellite and Wireless Internet service is not permitted for this role.
• A designated workspace free from interruptions to safeguard member PHI / HIPAA information is required.

Travel: While this is a remote role, occasional travel to Humana's offices for training or meetings may be necessary.

Work Hours

40 hours per week.

Salary Range

The salary range provided below is an estimate of starting base pay for full-time employment at the time of posting. Actual compensation may vary based on geographic location, related skills, experience, and education.

$126,300 - $173,700 per year.

This position is eligible for a bonus incentive plan, based on company and/or individual performance.

Benefits Overview

Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offer competitive benefits promoting overall well-being. Our benefits encourage personal health and intelligent healthcare choices for you and your family, acknowledging that your life extends beyond work. Our benefits include medical, dental, and vision insurance, a 401(k) retirement savings plan, generous time off (including paid leave, company and personal holidays, volunteer time), short- and long-term disability, life insurance, and more.

About Humana

Humana Inc. (NYSE: HUM) is a prominent healthcare company in the U.S. Through our insurance services and healthcare offerings, we simplify the path for millions to attain their best health by providing the necessary care and service when needed. Our initiatives contribute to enhanced quality of life for Medicare and Medicaid recipients, families, individuals, military personnel, and broader communities. Learn more about our offerings at Humana.com and CenterWell.com.

Equal Opportunity Employer

Humana ensures non-discrimination in employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or protected veteran status. We are committed to affirmative action to hire and advance individuals with disabilities and those who are protected veterans in compliance with applicable laws. This policy applies to all employment aspects, from recruitment to compensation.