Lead Product Manager - Compliance Ops

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The Lead Product Manager, Compliance Operations, owns the operational management of Humana’s FHIR APIs and healthcare interoperability products. This role is accountable for day-to-day API operations, end-to-end partner onboarding, production support, operational performance, and continuous operational improvement.

The role serves as the primary business owner for the operational experience of providers, payers, third-party applications, and other approved partners using Humana’s interoperability APIs, coordinating closely with IT and other stakeholder teams to maintain reliable, scalable, and effective API operations.

The Lead Product Manager, Compliance Operations, leads the ongoing operations of Humana’s healthcare interoperability and FHIR API products. This role owns the operational lifecycle of the APIs, including day-to-day operations, partner onboarding, production support, issue and escalation management, operational performance, and continuous improvement.

The Lead Product Manager owns the end-to-end onboarding experience for providers, payers, third-party applications, and other approved partners, from initial request through access and connectivity, testing, production enablement, and transition to ongoing support.

Following onboarding, this role owns the support model for the FHIR APIs, coordinating with IT and other stakeholder teams to triage and resolve production issues, manage escalations, communicate with partners, and identify recurring operational concerns.

The role also owns continuous operational improvement of the FHIR API ecosystem. Operational trends, onboarding friction, recurring support issues, incidents, and opportunities for automation or process improvement are translated into operational enhancements and prioritized into the product backlog. Business and strategic product enhancements remain outside the scope of this role. 

Regulatory Compliance retains primary ownership for regulatory interpretation and compliance oversight. The Lead Product Manager supports Regulatory Compliance by maintaining operational information and providing API, onboarding, support, and performance data as requested.

This role exercises independent judgment and decision-making on complex operational issues and works under minimal supervision to coordinate business, product, technology, operational, and external stakeholders

Key Responsibilities

FHIR API Operations

• Own the day-to-day operations of Humana’s FHIR APIs and interoperability products, including Patient Access, Provider Access, Payer-to-Payer, Prior Authorization, Provider Directory, and related capabilities.

• Monitor API operational performance, production issues, support trends, incidents, dependencies, and operational risks.

• Coordinate with IT stakeholder teams to investigate and resolve API incidents, service issues, defects, and other production concerns.

• Establish clear operational ownership, escalation paths, procedures, and handoffs across Product, IT, Architecture, Security, Identity and Access Management, and other supporting teams.

• Communicate API operational health, significant incidents, risks, dependencies, and remediation status to leadership and stakeholders.

Onboarding

• Own the end-to-end onboarding experience for providers, payers, third-party applications, and other approved partners requesting access to Humana’s interoperability APIs.

• Manage onboarding from initial request through registration, access and authentication coordination, connectivity, testing, production enablement, and transition into ongoing support.

• Coordinate onboarding activities and dependencies across the business, IT, security, identity, architecture, and other stakeholder teams.

• Develop and maintain standardized onboarding processes, supporting documentation, intake procedures, partner communications, and escalation paths.

• Monitor onboarding performance and identify opportunities to reduce delays, simplify processes, improve partner experience, and increase operational scalability.

Production Support

• Own the post-onboarding support model for Humana’s FHIR APIs and external interoperability partners.

• Establish processes for partner questions, support requests, production issues, incident escalation, issue triage, and ongoing partner communications.

• Coordinate with IT stakeholder teams responsible for technical investigation and resolution while maintaining ownership of the overall support experience.

• Ensure issues have clear ownership, appropriate prioritization, documented resolution paths, and effective communication with impacted stakeholders.

• Identify recurring support issues and trends requiring operational remediation.

Continuous Operational Improvement

• Own the continuous operational improvement of Humana’s FHIR API ecosystem.

• Analyze incidents, support trends, onboarding friction, operational metrics, recurring issues, and partner feedback to identify improvement opportunities.

• Identify opportunities for process simplification, automation, improved monitoring, enhanced documentation, and more scalable operational support.

• Translate identified operational needs into operational enhancements and backlog items and work with Product Owners and delivery teams to prioritize and implement them.

• Ensure enhancements owned by this role remain focused on operational effectiveness, supportability, reliability, onboarding, and production operations, rather than new business capabilities or strategic product enhancements.

Compliance Support & Reporting

• Partner with Regulatory Compliance while maintaining a clear separation between operational ownership and regulatory compliance ownership.

• Provide Regulatory Compliance with API operational, onboarding, support, performance, and other relevant data as requested.

• Maintain appropriate operational documentation and records to support compliance inquiries, assessments, and audit-readiness activities.

• Define and maintain operational reporting and metrics covering areas such as API operations, onboarding, support demand, issue resolution, service performance, and operational improvements.

Cross-Functional Leadership

• Drive collaboration across Product, Product Owners, IT, Architecture, Security, Identity and Access Management, Regulatory Compliance, Operations, and other stakeholder teams.

• Serve as a central point of operational coordination for FHIR API-related onboarding, production support, and operational issues.

• Communicate operational performance, risks, trends, and improvement opportunities to senior leadership.

• Maintain current operational procedures, onboarding materials, support documentation, requirements, and business artifacts.

• Mentor Product Managers and Product Owners on FHIR API operations, partner onboarding, production support, and operational product management practices.

Use your skills to make an impact
 

Required Qualifications

• Bachelor’s degree or equivalent experience

• 5+ years of experience in Product Management, Product Operations, Healthcare Technology, Technical Operations, Business Analysis, or a related field.

• 3+ years of experience leading cross-functional initiatives involving business and technology teams.

• Experience owning or supporting production APIs, integration platforms, technology products, or healthcare data exchange capabilities.

• Experience with partner onboarding, implementation, production operations, or technical support.

• Experience coordinating production issues and escalations across business and technology teams.

• Experience working within healthcare payer, provider, healthcare technology, or interoperability environments.

• Knowledge of healthcare interoperability technologies and standards, including APIs, FHIR, HL7, OAuth, or related healthcare data exchange technologies.

• Experience developing and managing operational processes, support models, procedures, documentation, and performance metrics.

• Experience translating operational needs and production findings into prioritized backlog items.

• Strong stakeholder management, communication, facilitation, and presentation skills.

• Demonstrated ability to lead and influence cross-functional teams without direct authority.

• Strong analytical and problem-solving skills with the ability to assess operational, business, technical, and compliance impacts.

• Experience working in Agile environments and collaborating with Product Owners and technology delivery teams.

Preferred Qualifications

• Master’s degree in Business Administration, Healthcare Administration, Public Health, Information Systems, or related field.

• SAFe Agile, Product Management, ITIL, or related product/operations certification.

• Experience operating FHIR APIs in a production healthcare environment.

• Experience supporting CMS interoperability capabilities, including Patient Access, Provider Access, Payer-to-Payer, Prior Authorization, and Provider Directory APIs.

• Experience managing provider, payer, or third-party application API onboarding and production support.

• Experience with API registration, authentication, authorization, identity and access management, and partner connectivity processes.

• Knowledge of production support disciplines, including incident management, problem management, root-cause analysis, escalation management, monitoring, and service performance.

• Experience using operational data and support trends to drive continuous improvement and backlog prioritization.

• Experience defining or managing operational KPIs, SLAs, onboarding metrics, and support performance metrics.

• Familiarity with healthcare integration technologies, HIT, EDI, API gateways, and API management platforms.

• Experience with Azure DevOps and Agile product management practices.

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

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.$126,300 - $173,700 per yearThis 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 11-20-2026

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.

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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.