Associate Director, Escalations & Communications

Description

The Associate Director, Technology Leadership is responsible for all aspects of software or hardware product delivery and performance. The Associate Director, Technology Leadership requires a solid understanding of how organization capabilities interrelate across department(s).

Responsibilities

As part of the IT Operations Center, the Associate Director, Escalations & Communications will lead the Escalations team to ensure that all high priority Incidents are triaged effectively and where applicable, engage resolver and Major Incident Management teams to ensure lean mean time to resolution (MTTR). Additionally, within the scope of this role, the leader will direct a team responsible for critical communications to audiences of varying sizes and depths - including senior leaders, at all levels, within IT and business. This includes but is not limited to: Major Incident communications, high risk Change awareness and post mortem executive summaries for Major Incidents.

Required Qualifications

• Experience driving Major Incidents to restoration
• Demonstrated ability to drive process change based upon need or gaps
• Deep understanding in the processes and execution of crafting communications distributed throughout large enterprises - business/consumer and IT
• 6 or more years of technical experience & 2 or more years of management experience
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Bachelor's or other advanced degree
• Exposure to Problem Management
  Additional Information
  Work-At-Home Requirements
• WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
• A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
• Satellite and Wireless Internet service is NOT allowed for this role.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

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 decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$126,800 - $174,425 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.