Lead Product Manager - Journey Orchestration

Humana is a leading U.S. healthcare company focused on delivering better health outcomes for its members. As the Lead Product Manager – Journey Orchestration, you will own the roadmap for omnichannel journey capabilities, partnering with various teams to integrate personalization and AI/ML models into member journeys.

Responsibilities:

• Own the strategy, roadmap, and execution for journey orchestration capabilities across marketing and member communications
• Translate business needs into scalable, future-ready solutions that support personalization, real-time decisioning, and multi-channel coordination
• Guide platform architecture decisions and capability development in partnership with IT, enterprise architecture, and analytics teams
• Drive platform governance, including audience management, rules configuration, and compliance alignment
• Act as embedded support in agile pods, advising on journey feasibility, platform capabilities, and campaign execution
• Partner with channel capability owners (email, print, telephonic) and personalization teams to ensure seamless messaging across touchpoints
• Develop documentation, training materials, and change management plans to support adoption and scalability
• Collaborate with data science and engineering teams to evaluate and operationalize AI/ML models for journey optimization, segmentation, and content selection
• Monitor performance metrics and member engagement data to inform optimization strategies and experimentation efforts
• Stay ahead of emerging trends in GenAI, predictive analytics, and intelligent automation
• Deliver orchestrated member journeys that improve engagement, satisfaction, and health outcomes
• Enable marketing teams to activate data and insights through scalable orchestration tools
• Improve operational efficiency by automating and coordinating communications across channels
• Foster innovation in marketing operations by aligning technology capabilities with enterprise goals

Requirements:

• Bachelor's Degree in Marketing, Information Systems, Business, or a related field or relevant work experience
• 6+ years of experience in product management, marketing technology, or customer experience platforms
• Strong understanding of journey orchestration tools, personalization engines, and audience segmentation
• Proven experience with Adobe Journey Optimizer and ability to explain business value additive features from technical lens back to marketing/business terms
• Proven ability to lead cross-functional teams, manage complex product roadmaps and lead enablement sessions on AJO
• Experience working in agile environments, ideally within a dual-hat or embedded pod model
• Familiarity with the core concepts of Jira Align
• Familiarity with marketing compliance standards (e.g., HIPAA, TCPA, CAN-SPAM)
• Experience integrating personalization engines or NBA decisioning platforms (e.g., Adobe Real-Time CDP, in-house NBA)
• Familiarity with consent and preference management frameworks
• Familiarity with real-time decisioning, data integration, and marketing automation
• Experience in healthcare, insurance, or other regulated industries
• Certification in Product Management or Marketing Technology or Adobe certifications
• Exposure to scaled agile frameworks (e.g., SAFe, LeSS)
• Background in experimentation, A/B testing, or journey performance analytics
• Interest in emerging technologies such as GenAI, intelligent automation, and adaptive content systems