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The Program Delivery Lead for Patient Experience Survey Operations owns the end-to-end operational health and stability of Humana’s patient experience survey program, ensuring consistent, compliant, and high-quality execution across the full survey lifecycle. This role drives day-to-day operations by monitoring performance, managing vendor delivery and service levels, resolving issues, and proactively mitigating risks that could affect data integrity, regulatory compliance, or trust in results. The position establishes and sustains strong oversight through clear operating rhythms, performance reporting, and decision-making forums, while partnering closely with vendors and internal analytics, technology, and compliance teams to protect data security and accuracy. Success requires strong vendor and stakeholder management, disciplined operational oversight, comfort navigating complex, matrixed environments, and the ability to translate operational insights into clear, executive-level communication, with a continuous improvement mindset to support scalability and future growth of the survey program.

Humana seeks a Program Delivery Lead to own the end-to-end operational health and stability of Humana’s Patient Experience Survey. This role is accountable for ensuring consistent, reliable execution across all phases of the survey lifecycle, maintaining operational discipline, and overseeing vendor performance to deliver high-quality, compliant outcomes.

The Program Delivery Lead drives day-to-day operational execution by monitoring performance, managing throughput, and proactively identifying and mitigating risks that could impact quality, compliance, or trust. This role enforces adherence to defined processes, service levels and controls across internal teams and external partners, ensuring stability and consistency in delivery.

Success in this role requires the ability to establish and sustain effective oversight —setting clear operating rhythms, performance reporting standards, and decision-making forums that promote transparency and accountability across internal teams and external partners. The Program Delivery Lead partners closely with vendors, analytics, technology, and compliance stakeholders to protect data integrity, uphold regulatory and privacy standards, and ensure insights derived from the survey are accurate, timely, and actionable.

The ideal candidate demonstrates strong vendor and stakeholder management skills, balances attention to detail with systems-level thinking, and brings a continuous improvement mindset to operational challenges. They are comfortable navigating complexity, influencing across a matrixed enterprise, and translating operational data into clear, executive-ready communication.

Key Responsibilities:

• Own the end-to-end operational health of the patient experience survey program, including day-to-day stability, structured issue resolution (intake, triage, escalation, resolution), and oversight of survey vendors to ensure consistent, high-quality delivery.

• Define, monitor, and enforce vendor performance and service level agreements (SLAs), ensuring accountability for throughput quality, and timeliness, and proactively address risks that could impact delivery or compliance.

• Operate and maintain a structured operational model, including regular operating cadences, tracking decisions and actions, and ensuring follow-through on escalations to drive transparency and accountability.

• Ensure the integrity, accuracy, and security of survey data by monitoring end to end data flow and maintaining operational controls, partnering with technology, analytics, and compliance teams to uphold regulatory and privacy requirements.

• Maintain and improve operational and oversight processes, including documentation, controls and adherence to IT change control and release management standards, to support scalability, enabling the survey program to grow with business needs, volume changes, and future experience strategies.

Use your skills to make an impact Required Qualifications

• Bachelor’s degree in business administration, computer science, design, mathematics, or information technology or any field

• Minimum 7 years of program delivery, technical and/or operations experience

• Experience working with data-driven programs

• Demonstrated success in operating complex software products and coordinating cross-functional teams.

• Demonstrated experience managing vendors

• Strong background in operational metrics, service level management, and risk controls

• Excellent communication, leadership, influence, and stakeholder management skills

Preferred Qualifications

• Experience supporting patient, member, or customer experience measurement programs

• Experience working with data-driven programs, preferably in healthcare, patient experience, or regulated environments.

• Experience with Medicare CAHPS and/or HOS

Additional Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.

Satellite, cellular and microwave connection can be used only if approved by leadership.
Employees 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 employees 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.

As part of our hiring process for this opportunity, we will be using an interviewing technology called Hire Vue to enhance our hiring and decision-making ability. Hire Vue 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 you.

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.

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.

About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our Center Well 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 and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at Center Well.com.

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.