Associate Director, Customer Service & Retention - IFG (Columbia)
Humana, Columbia, South Carolina, United States, 29228
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The Associate Director, Customer Service & Retention is responsible for driving strategy and execution of a scalable, operationally-excellent Customer Retention Team from the ground up. The Associate Director, Customer Service & Retention should have deep front-line management experience with an eye for creating best-in-class, memorable, customer and agent experiences. The Associate Director, Customer Service & Retention receives assignments in the form of objectives and determines approach, resources, schedules and goals.
Do you want to create delightful and memorable experiences for customers?
Do you thrive in the grey space, in new organizations, and innovation?
Do you put people at the center of everything you do - whether it's managing your team or improving the lives of our customers?
The Associate Director, Customer Service & Retention, reports directly into the AVP, Growth & Operations and oversees customer retention and complaint mitigation from the point-of-sale throughout the customer journey through proactive engagement, strategic initiatives, and operational excellence. Additionally, the Associate Director, Customer Service & Retention should be ready to adapt and test new business initiatives as we work to design our best-in-class experience.
This is a leadership role and the individual for this role will need experience working closely with leaders within their team and broader organization. As a critical link between business strategy and senior leadership, the Associate Director, Customer Support & Retention fosters a culture of accountability, collaboration, and continuous improvement within the team and across the organization.
Driving Retention Campaigns and Initiatives
Leads retention-focused initiatives, such as targeted outreach campaigns, ensuring associates understand their role in its success
Directs creation of outbound campaigns to ensure we are reaching the right customers at the right time, comfortable interpreting and manipulating data.
Oversees the roll out of enterprise value initiatives vital to a new and growing business model, incl. Third Party Verification.
Strategic Collaboration and Leadership
Partners with the AVP and peer leaders to align team strategies with broader organizational goals and retention objectives
Manages CST Managers as the team grows and expands
Facilitates cross-team collaboration to share best practices, resolve challenges, and ensure consistent approaches to customer engagement
Represents the team in strategic discussions, providing insights and recommendations based on team performance and customer feedback
Empowering Associates and Building a Supportive Team Culture
Creates an inclusive, supportive culture where associates and customers feel valued, motivated, and encouraged to share ideas and collaborate to achieve team goals
Empowers leaders and associates to identify any customer concerns independently, providing clear guidance, tools, and support to build confidence and autonomy
Creates repeatable processes that evolve as we continue to scale the business
Demonstrates effective communication, accountability, and solutions-oriented mindset to inspire associates and cultivate a high performing team
Coaching and Performance Management
Creates a cohesive team with one goal: be the best advocate for our customers
Provides ongoing coaching and training to equip leaders with the skills, tools, and confidence needed to achieve retention goals and deliver exceptional member experiences
Uses key metrics and KPIs to track individual and team performance, addressing gaps with targeted improvement plans and celebrating success to maintain motivation
Use your skills to make an impact
Required Qualifications
Bachelor's Degree
5+ Years of Customer Support/Retention Management Experience in the Medicare or adjacent space
Strong analytical skills with experience tracking and improving key performance metrics (examples: call outcomes, retention, accretion, NPS, etc.)
Excellent interpersonal and communications skills, with the ability to influence and collaborate across teams and leadership levels
Demonstrated success in managing initiatives or campaigns to achieve strategic goals.
Commitment to recruiting and developing diverse talent to meet the dynamic business requirements of the market
Ability to travel up to 20% of the time for leadership/business meetings
Available to work shifts that could fall between the business hours of 7:00 am to 11:00 pm local time, that include nights, weekends, or any additional hours based on business need
Growth / Continuous Improvement Mindset
Preferred Qualifications
Strong technical experience
Familiarity with CRM tools (SalesForce) or data visualization tools (PowerBI) used for performance tracking and reporting
Start Up or Innovation Experience
Prior experience in sales and/or leading a sales team
Change Management certification
Bilingual proficiency
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: 02-12-2026
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.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
The Associate Director, Customer Service & Retention is responsible for driving strategy and execution of a scalable, operationally-excellent Customer Retention Team from the ground up. The Associate Director, Customer Service & Retention should have deep front-line management experience with an eye for creating best-in-class, memorable, customer and agent experiences. The Associate Director, Customer Service & Retention receives assignments in the form of objectives and determines approach, resources, schedules and goals.
Do you want to create delightful and memorable experiences for customers?
Do you thrive in the grey space, in new organizations, and innovation?
Do you put people at the center of everything you do - whether it's managing your team or improving the lives of our customers?
The Associate Director, Customer Service & Retention, reports directly into the AVP, Growth & Operations and oversees customer retention and complaint mitigation from the point-of-sale throughout the customer journey through proactive engagement, strategic initiatives, and operational excellence. Additionally, the Associate Director, Customer Service & Retention should be ready to adapt and test new business initiatives as we work to design our best-in-class experience.
This is a leadership role and the individual for this role will need experience working closely with leaders within their team and broader organization. As a critical link between business strategy and senior leadership, the Associate Director, Customer Support & Retention fosters a culture of accountability, collaboration, and continuous improvement within the team and across the organization.
Driving Retention Campaigns and Initiatives
Leads retention-focused initiatives, such as targeted outreach campaigns, ensuring associates understand their role in its success
Directs creation of outbound campaigns to ensure we are reaching the right customers at the right time, comfortable interpreting and manipulating data.
Oversees the roll out of enterprise value initiatives vital to a new and growing business model, incl. Third Party Verification.
Strategic Collaboration and Leadership
Partners with the AVP and peer leaders to align team strategies with broader organizational goals and retention objectives
Manages CST Managers as the team grows and expands
Facilitates cross-team collaboration to share best practices, resolve challenges, and ensure consistent approaches to customer engagement
Represents the team in strategic discussions, providing insights and recommendations based on team performance and customer feedback
Empowering Associates and Building a Supportive Team Culture
Creates an inclusive, supportive culture where associates and customers feel valued, motivated, and encouraged to share ideas and collaborate to achieve team goals
Empowers leaders and associates to identify any customer concerns independently, providing clear guidance, tools, and support to build confidence and autonomy
Creates repeatable processes that evolve as we continue to scale the business
Demonstrates effective communication, accountability, and solutions-oriented mindset to inspire associates and cultivate a high performing team
Coaching and Performance Management
Creates a cohesive team with one goal: be the best advocate for our customers
Provides ongoing coaching and training to equip leaders with the skills, tools, and confidence needed to achieve retention goals and deliver exceptional member experiences
Uses key metrics and KPIs to track individual and team performance, addressing gaps with targeted improvement plans and celebrating success to maintain motivation
Use your skills to make an impact
Required Qualifications
Bachelor's Degree
5+ Years of Customer Support/Retention Management Experience in the Medicare or adjacent space
Strong analytical skills with experience tracking and improving key performance metrics (examples: call outcomes, retention, accretion, NPS, etc.)
Excellent interpersonal and communications skills, with the ability to influence and collaborate across teams and leadership levels
Demonstrated success in managing initiatives or campaigns to achieve strategic goals.
Commitment to recruiting and developing diverse talent to meet the dynamic business requirements of the market
Ability to travel up to 20% of the time for leadership/business meetings
Available to work shifts that could fall between the business hours of 7:00 am to 11:00 pm local time, that include nights, weekends, or any additional hours based on business need
Growth / Continuous Improvement Mindset
Preferred Qualifications
Strong technical experience
Familiarity with CRM tools (SalesForce) or data visualization tools (PowerBI) used for performance tracking and reporting
Start Up or Innovation Experience
Prior experience in sales and/or leading a sales team
Change Management certification
Bilingual proficiency
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: 02-12-2026
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.
?
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.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.