Associate Director, Customer Success and Retention

Become a part of our caring community and help us put health first
 The Customer Success Team (CST) is expanding rapidly, and we’re seeking Associate Directors who are passionate about developing people and driving operational excellence. With 145+ associates and 12 frontline leaders, CST is an “experience lab” where we test, learn, and scale initiatives that directly improve retention, care, and the member experience.
In this role, you’ll focus on building high-performing teams by coaching leaders, growing associate talent, and ensuring consistency in how we deliver on our goals. You’ll oversee the operational execution of campaigns, readiness planning, and day-to-day performance — making sure associates have the skills, tools, and support needed to succeed. While informed by cross-functional partners, your core responsibility will be to develop talent, operationalize test-and-learn pilots, and scale what works across the organization.

Key Responsibilities:

• Coach, mentor, and develop frontline leaders and associates to build confidence, skill, and long-term career growth
• Drive operational readiness and consistency for campaigns, seasonal peaks, and new initiatives
• Execute test-and-learn pilots, evaluate outcomes, and scale successful practices across teams
• Maintain operational excellence by monitoring performance, quality, and process adherence
• Foster a culture of accountability, inclusion, recognition, and continuous improvement
• Ensure associates are equipped with training, tools, and support to deliver a differentiated member experience
• Support business-as-usual operations while balancing the needs of new initiatives

Use your skills to make an impact
 

Required Qualifications

• Active Health Insurance License OR ability and willingness to obtain within 90 days
• Bachelor’s degree (or equivalent work experience - 4 years within an operations business or strategy environment)
• 5+ years of progressive leadership experience in a call center or customer service environment
• Deep understanding of Medicare Advantage or healthcare service operations (or equivalent work experience)
• Experience leading large teams through growth, change, and new program adoption
• Demonstrates exceptional organizational discipline with proven capability to effectively manage multiple concurrent initiatives, while maintaining adaptability and agility in dynamic environments.
• Commitment to inclusive leadership and developing diverse talent
• Proven ability to manage performance, priorities, and productivity in a virtual/remove environment with limited direct supervision.
• Ability to travel up to 20% of the time for training, leadership meetings, or business needs.
• Flexibility to work a variety of shifts between 8 am to 11 pm, seven days a week during peak seasonal periods.

Preferred Qualifications

• Technical aptitude with CRM platforms, reporting dashboards, and workforce tools
• Experience scaling operations and embedding new processes through test-and-learn frameworks
• Track record of sustaining high performance during seasonal or high-volume cycles

Additional Information

- Position will work EST hours

Virtual Pre-Screen

As part of our hiring process for this opportunity, we will be using an exciting 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.

If you are selected for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn’t missed) inviting you to participate in a HireVue interview. In this interview, you will listen to a set of interview questions over your phone or text and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Alert:  Humana values personal identity protection.  Please be aware that applicants selected for leader review may be asked to provide their social security number, if it is not already on file.  When required, an email will be sent from [email protected] with instructions on how to add the information into your official application on Humana’s secure website.

Work-At-Home Requirements

At minimum, a download speed of 25 mbps and an upload speed of 10 mbps is recommended; wireless, wired cable or DSL connection is suggested Satellite, cellular and microwave connection can be used only if approved by leadership Associates 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 associates 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

Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government. 

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 of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

 

$115,200 - $158,400 per year

 

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides 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 and many other opportunities.

Application Deadline: 09-20-2025
About us
 Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.