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Humana Customer Experience IT Project Management Lead (Work at home / Remote / Virtual Option) in Indianapolis, Indiana


The IT Project Management Lead oversees various projects and/or programs of a highly complex nature, works within specific guidelines and procedures. The IT Project Management Lead assembles and leads project team, identifies appropriate resources needed, and develops schedules to ensure timely completion of the Program / Product. Actively manages stakeholder partnerships and mitigates risks. Determine the Program Structure, with the scope, objectives, as well as the role and function of each team member, in order to effectively manage the activities of the team. Oversee the interdependencies and integration of interrelated projects, and sets strategies and leads program execution to deliver longer term business value. Possess specialized knowledge of Agile / SAFE Software Development Life Cycle (SDLC), Cloud / DevOps / HPE framework, PMP / ITIL, Data analysis, used to manage projects/programs, risks and issues unique to technology projects. Begins to influence department’s strategy. Makes decisions on moderately complex to highly complex issues regarding technical approach for program components, and work is performed with minimal to no direction. Exercises considerable latitude in determining objectives and approaches to assignments. Possess high tolerance for ambiguity and bias for action and outcomes.


Responsibilities include (but not limited to):

  • Lead delivery teams, ensure high delivery standards that meet Humana’s SDLC requirements

  • Schedule and budget management

  • Master schedule management and work stream level task management

  • Effective Program reporting (Executive and Stakeholder) on Status, Risks key metrics with effective visual aids (graphs, burn charts, heat maps)

  • Data analysis skills (Excel, MS Project)

  • Understand the business need and benefits of the project

  • Ensure risk, issues, and dependencies are effectively managed following defined escalation processes

  • Organizational Change Management

  • Enterprise wide implementation (strategic transformations)

  • Master schedule management

  • Data analysis with advanced Excel (Pivot tables, VLookup, function macros) and SQL

  • Establish cross functional teams and vendor accountability

  • Challenge partners / stakeholders / Vendors when needed in a professional way

  • Vendor management

  • Establish a process rigor with the minimum required Program deliverables and focus on KPIs and executive reporting.

  • Keep the stakeholders informed on status / risks

  • Excellent communication skills (verbal, and written in a clear concise manner)

  • Positive attitude in conflict resolution and building team synergy

  • Adhere to the PMO standard processes, governance routines and evolve or tailor them to suit the demanding Program needs.

  • Manage Resources by work allocation, governance and mentoring

Delivery and execution driven.

Required Qualifications

  • Enterprise wide transformation of large scale CcaaS / UCaaS implementation in Cloud – ADO preferably Genesys or Nice

  • Establish / identify the SLAs and KPIs associated with cloud technology

  • Experience with implementing cloud enabled call center/service organizations

  • Vendor management and accountability

  • Management and mentoring of resources and project team

  • Contract management experience (including working with procurement processes, due diligence, schedule of work definition and execution, and contract creation/execution)

  • Agile PM skills – Scrum / Kanban / SAFE methodologies

  • JIRA

  • Working in virtual environments

  • Ability to influence and build relationships with people across all levels and organizations internally and externally

  • Bachelor's degree in Business, Information Technology or a related field

  • 10 or more years of technical experience

  • Demonstrated experience in technical product selection, technical design and practical implementation of IT solutions

  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

  • Strong work ethic, detail orientation, and passion for excellence

  • Resource management and mentoring experience

  • PMP certification or equivalent in good standing

Preferred Qualifications

  • Master's Degree in Business Administration

  • Longevity working in enterprise systems HR, Engineering, Networking, Operations, Facilities, data warehouse, decision support and reporting system environments

  • Working knowledge of Oracle and IBM Relational Database Management Systems, executive information systems and statistical software packages

  • Six Sigma and/or Project Management Institute certification

  • Agile coach / Scrum Master certification

  • Experience in the health solutions industry

This position description in no way states or implies that the key accountabilities above are the only ones being performed by the individual(s) with this position description. The individual(s) may be called upon and required to follow other instructions or perform other duties and tasks requested by his or her supervisor, consistent with the purpose of the position, department and/or company objectives

The following policy applies ONLY to associates working in the state of Arizona:Humana is committed to providing a safe and healthy work environment and to promoting the health and well-being of its associates. Effective July 1, 2011, Humana has adopted a tobacco-free hiring policy that will promote a healthier workplace and will not hire users of tobacco and nicotine products. If you have any questions, please consult with your recruiter.

Scheduled Weekly Hours


About Us

Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.

Equal Opportunity Employer

It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. View the EEO is the Law poster.

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