Channel Development Lead

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With over 10 million sales interactions annually, Humana understands that while great products are important, it’s the quality of our service that truly defines us. We know that when our members and prospects have delightful and memorable experiences, it strengthens their connection with us and enables us to put their Health First. After all, a health services company that has multiple ways to improve the lives of its customers is uniquely positioned to put those customers at the center of everything it does.

The Channel Development Lead defines the sales product strategy for single or multiple lines of business targeting specific markets and/or business segments. The Channel Development Lead works on problems of diverse scope and complexity ranging from moderate to substantial.

The Channel Development Lead is responsible for driving sales program effectiveness through strategic planning, operational excellence, and data-driven decision-making. This role develops key performance indicators to improve sales performance, optimize operational efficiency, and support market growth and retention initiatives. The ideal candidate combines strong strategic thinking with exceptional execution skills, thriving in fast-paced environments where urgency, accountability, and results are critical.

This position serves as a trusted advisor to business leaders and executives, providing actionable insights, identifying operational risks and process gaps, and driving cross-functional initiatives from concept through implementation. The Channel Development Lead must possess strong project management capabilities, executive-level communication skills, and experience supporting complex call center or sales operations environments.

The successful candidate will demonstrate the ability to proactively anticipate challenges, establish clear tracking mechanisms, drive stakeholder accountability, and execute against aggressive timelines while managing multiple competing priorities.

Key Responsibilities

• Own strategic initiatives and complex projects from planning through execution, utilizing strong project management methodologies, governance, and tracking processes.

• Develop and maintain project plans, roadmaps, milestones, risk logs, and executive-level status reporting to ensure transparency and accountability.

• Identify process inefficiencies, operational gaps, and business risks through data analysis, stakeholder engagement, and workflow assessments.

• Lead process improvement initiatives that enhance member experience, agent efficiency, sales effectiveness, and operational performance.

• Translate business strategies into executable programs, timelines, implementation plans, and measurable outcomes.

• Operate effectively in a fast-paced environment where priorities shift rapidly and business needs often require accelerated delivery and immediate action.

• Serve as a trusted partner to executive leadership by providing concise, proactive communication, strategic recommendations, and clear visibility into risks, dependencies, and progress.

• Collaborate across Operations, Sales, Marketing, Finance, Technology, and external partners to align priorities and drive successful execution of business initiatives.

• Leverage call center and sales operations expertise to identify opportunities for operational improvements, workflow optimization, capacity planning, and performance enhancement.

• Anticipate issues before they become problems by proactively identifying risks, developing mitigation plans, and escalating concerns appropriately.

• Connect information across multiple programs, initiatives, and stakeholders to provide holistic business insights and recommendations.

• Facilitate productive meetings that drive decisions, establish ownership, and produce actionable next steps.

• Develop executive-ready communications, presentations, and reporting that effectively translate complex operational concepts into meaningful business outcomes.

• Use independent judgment to evaluate complex situations, determine the best course of action, and execute with minimal supervision.

Use your skills to make an impact

Required Qualifications

• 3+ years of experience in call center, contact center, sales operations, customer service operations, or a related operational environment.

• Experience managing multiple concurrent, high-priority projects or initiatives with competing deadlines and stakeholders.

• 3+ years of experience leading cross-functional initiatives involving business transformation, operational readiness, process improvement, or program delivery.

• Experience communicating project updates, recommendations, risks, and business outcomes to senior leaders or executive stakeholders.

• Experience analyzing operational data to identify trends, root causes, performance gaps, and process improvement opportunities.

• Experience independently identifying and resolving complex…