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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.
Positioning: This leader runs one of the most important growth engines in MarketPoint - where demand meets conversion, and where performance, experience, and compliance must all win simultaneously.
Position Overview:
The Vice President, Direct Marketing Sales (DMS) / Telesales is responsible for leading Humana's direct-to-consumer sales engine, driving growth across Medicare Advantage, PDP, and ancillary products. This executive owns the full telesales lifecycle - from demand intake through enrollment and retention - ensuring a high-performing, scalable, and compliant operation. The role requires balancing aggressive growth targets with disciplined execution, exceptional customer experience, and strict regulatory adherence in a highly seasonal Medicare environment. This role reports to the SVP, Distribution.
Key Responsibilities:
Enterprise Strategy & Growth Leadership
- Define and operationalize a multi-year telesales strategy aligned to enterprise Medicare growth goals, ensuring the channel is positioned as a primary driver of acquisition and revenue. - Translate strategic priorities into actionable plans, including channel mix, growth targets, and capability development.
Conversion Engine Excellence
- Own the end-to-end sales funnel, including lead intake, routing logic, prioritization, and conversion optimization.
- Implement advanced segmentation and lead-scoring strategies to ensure the highest-value opportunities are prioritized and converted efficiently.
- Drive continuous improvement in speed-to-lead, contact rates, and close rates through data-driven insights and operational rigor.
High-Performance Sales Organization
- Lead a large-scale telesales organization, including both internal teams and external BPO partners, ensuring alignment to performance and quality standards.
- Establish a disciplined performance management system with clear metrics, coaching frameworks, and accountability structures.
- Build leadership bench-strength and scalable frontline management capabilities to sustain peak performance during high-volume periods.
Annual Enrollment Period Readiness & Execution
- Lead end-to-end planning and execution for Annual Enrollment Period (AEP) and Open Enrollment, including staffing models, training readiness, and operational contingency planning. - Ensure seamless ramp-up and ramp-down of capacity while maintaining consistent performance and compliance standards.
- Conduct post-season analyses to identify performance gaps and implement improvements for future cycles.
Lead Management & Demand Integration
- Partner closely with Marketing and Digital teams to align lead generation strategies with sales capacity and performance expectations.
- Optimize lead mix, sourcing, and spend allocation to maximize ROI and conversion efficiency.
- Establish clear attribution models to track performance across channels and inform investment decisions.
Customer Experience & Sales Journey
- Design and continuously improve the telesales customer journey to ensure it is simple, personalized, and trust-building.
- Balance sales effectiveness with long-term customer satisfaction, retention, and brand trust.
- Identify and remove friction points across enrollment, verification, and onboarding processes.
Digital & Technology Enablement
- Lead the evolution of the telesales technology stack, including CRM systems, dialers, analytics platforms, and AI-enabled tools.
- Leverage data and technology to provide real-time insights, improve agent performance, and enhance decision-making.
- Partner with Technology teams to implement scalable, future-ready capabilities.
Financial Performance & Cost Discipline
- Own financial outcomes for the telesales channel, including revenue growth, cost per acquisition, and overall efficiency.
- Optimize workforce models across in-house and outsourced resources to balance cost, flexibility, and performance.
- Drive continuous productivity improvements while maintaining high-quality customer interactions.
Compliance & Risk Management
- Ensure strict adherence to CMS Medicare marketing guidelines, state regulations, and internal compliance standards.
- Oversee quality assurance, call monitoring, agent certification, and audit readiness processes.
- Promote a culture of compliant growth, where performance and integrity are equally prioritized.
Cross-Channel Integration
- Align telesales with digital, broker, and retail channels to create a seamless and consistent consumer experience.
- Reduce channel conflict and ensure clear roles, responsibilities, and attribution across theomni-channel ecosystem.
Use your skills to make an impact
Qualifications:
- 12+ years of leadership experience in telesales, inside sales, or direct-to-consumer environments.
- Proven ability to lead large-scale, high-volume sales organizations with measurable results.
- Strong financial, operational, and analytical capabilities.
- Experience in healthcare, Medicare, or other regulated industries preferred.
- Proven ability to develop strategy, set and meet established targets and effectively manage programs
- Ability to synthesize complex information and communicate it to a wide variety of audiences including internal and external business partners
- Experience working with and supporting senior leadership to achieve strategic goals across the segment or enterprise-wide
- Critical thinking skills to connect disparate dots and overcome ambiguity
- Data-driven operator with advanced proficiency in CRM, funnel analytics, forecasting, and sales productivity tooling (AI-enabled call guidance a plus).
- Exceptional people leadership: culture builder, change leader, and developer of high-performing teams.
- Bachelor's degree required; MBA or related advanced degree preferred.
Success Profile:
- Consistent delivery of industry-leading conversion rates and enrollment growth.
- Significant improvements in cost efficiency, productivity, and operational scalability.
- Predictable and high-performing AEP execution year over year.
- Enhanced customer experience outcomes and reduced complaint levels.
- Recognition as a critical and high-impact growth engine within MarketPoint.
Travel & Work Style
- Travel ~30% to partner locations, field markets, councils, and internal meetings.
- Hybrid work; flexibility based on business needs and seasonal AEP demands.
- Location: Flexible (Hybrid); Preferred locations: Tampa, FL; Louisville, KY
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40
Application Deadline: 04-16-2026
About us
About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our 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 and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.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.
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