Senior Lead Product Manager, Service Operations

About this role

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The role offers a flexible work location, with options that include:
Remote hiring will be preferred at Humana offices located near Louisville (headquarters), Dallas, Atlanta, Boston, New York City, Chicago, Washington, D.C., Nashville, Fort Lauderdale, and Tampa.

This role combines strategic product leadership with hands-on product ownership. You will be responsible for identifying opportunities, designing solutions, defining product requirements, writing user stories and acceptance criteria, prioritizing backlogs, and guiding delivery across multiple products, platforms, and cross-functional teams. Working closely with engineering, operations, and business stakeholders, you will help advance a more proactive Service Operations model that reduces repeat incidents, accelerates resolution and root cause analysis, improves knowledge quality and self-service adoption, and enables responsible use of generative and agentic AI.In this role, you will work across platform, engineering, operations, and business teams to solve complex operational challenges and translate strategy into measurable outcomes. You will help advance a more proactive Service Operations model that reduces repeat incidents, accelerates resolution and root cause analysis, improves knowledge quality and self-service adoption, and enables responsible use of generative and agentic AI.
Role Responsibilities:

• Own the Service Operations product portfolio spanning Incident Management, Major Incident Management, Problem Management, and Knowledge Management, ensuring alignment across teams, capabilities, and platform investments.

• Drive ServiceNow platform enhancements, integrations, upgrades, and product capabilities across the Service Operations portfolio.

• Lead product backlog and feature definition, including writing user stories, acceptance criteria, process requirements, and business outcomes for engineering and platform teams.

• Align product with business priorities, user needs, operational risks, technical feasibility, and organizational OKRs.

• Evaluate and enable generative AI, agentic AI, automation, virtual agents, and intelligent workflows that improve operational efficiency and accelerate incident response and resolution.

• Partner with engineering, operations, security, risk, audit, and business stakeholders to translate operational needs into scalable processes and platform capabilities.

• Establish success measures and reporting for incident reduction, resolution performance, repeat incident prevention, knowledge effectiveness, self-service adoption, automation, and overall product value.

• Lead products from discovery and MVP development through enterprise launch, adoption, optimization, and lifecycle management.

• Influence senior stakeholders and cross-functional teams through clear product narratives, data-driven recommendations, and measurable business outcomes.

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, Management Information Systems, or a related field.

• 12 or more years of experience in product management, technical product management, ITSM product ownership, or enterprise IT platform leadership.

• Demonstrated experience serving as a Product Owner or Product Manager responsible for product strategy, roadmap development, solution design, backlog ownership, requirements definition, user story creation, and feature delivery

• Deep, Expert ServiceNow product experience, including platform strategy, workflow design, integrations, upgrades, and lifecycle management.

• Experience leading products or capabilities within Incident Management, Major Incident Management, Problem Management, or Knowledge Management.

• Demonstrated experience influencing senior stakeholders and leading cross-functional teams in a matrixed organization without direct authority.

Preferred Qualifications:

• Master's degree in Business Administration (MBA), Information Systems, Computer Science, Engineering, or a related field preferred.

• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), Certified Application Developer (CAD), or other relevant ServiceNow certifications preferred.

• Experience evaluating or implementing generative AI, agentic AI, virtual agents, intelligent automation, or AI-assisted service management capabilities.

• Working knowledge of ITIL practices, enterprise SaaS architecture, APIs, workflow engines, and IT operations technologies.

• Experience defining and measuring outcomes such as incident reduction, mean time to resolution, repeat incident prevention, knowledge adoption, self-service utilization, or process automation.

• Experience launching enterprise products from discovery and MVP through scaled implementation, adoption, and ongoing optimization.

Use your skills to make an impact

The ideal candidate brings a strong product ownership background, deep ServiceNow expertise, and a proven track record of delivering enterprise-scale ITSM capabilities that improve operational outcomes and user experience.
Work at Home Requirements: 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. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.Scheduled Weekly Hours
40Pay Range
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