Become a part of our caring community The Associate Director, Clinical Strategy and Practice develops and implements strategy. This strategy drives targeted initiatives aimed at increasing enterprise clinician capacity, enhancing clinician recruitment, development, and retention, and supporting clinician licensure compliance and continuing education. Reporting to the Director, Clinical Strategy & Practice, you will use data-based insights to direct process improvement efforts within the clinical community. You will also relate decisions to resolving complex technical and operational problems within department(s) and could lead multiple managers or specialized professional associates. The Associate Director, Clinical Strategy & Practice – Policy Governance provides enterprise leadership and oversight for Utilization Management (UM) policy governance. This oversight also includes UM Committee (UMC) functions and UM letters, including Medicaid adverse determination letters. You will ensure, compliant, and scalable application of UM standards across programs. The Associate Director leads governance‑driven strategy, process improvement, and restructuring efforts to address inefficiencies, reduce regulatory risk, improve quality and, and support a sustainable workforce model. This role partners with clinical, compliance, legal, operations, and process improvement leaders to ensure governance decisions are operationalized across markets. Key Responsibilities - Provide end-to-end leadership for Medicaid UM governance, including UMC and UM policy design, implementation, and sustainability. - Ensure UM policies and governance decisions align with NCQA, CMS, and state requirements and are applied consistently across markets. - Establish standardized UM governance processes to support compliance, scalability, and audit readiness. - Provide governance oversight for Medicaid UM letters, including adverse determinations, to ensure quality and compliance. - Standardize and optimize UM letter workflows, roles, handoffs, and quality controls to support efficiency and workforce sustainability. - Lead and partner across clinical strategy, UM operations, compliance, legal, quality, and IT to advance centralized UM strategy and sustainable operating models. Use your skills to make an impact Required Qualifications: - Bachelor’s degree in healthcare administration, public health, business administration, or a related field. - 3+ years direct management experience - 5+ years of experience in healthcare operations, utilization management, policy governance, or related areas within a managed care or health plan environment. - Strong knowledge of Medicaid, NCQA, CMS, and state regulatory requirements relevant to utilization management. - Demonstrated experience leading cross-functional projects or governance initiatives in a healthcare setting. Preferred Qualifications: - UM Committees and Medicaid adverse determination letters. - Process improvement certification (e.g., Lean Six Sigma, PMP). Additional Information: Additional Information · Workstyle: Remote · Must be able to work Eastern Time Zone hours · Travel: 1-2 times annually for onsite meetings Interview Format As part of our hiring process for this opportunity, we will use an interviewing technology called HireVue to enhance our hiring. HireVue allows us to quickly connect and gain valuable information from you about your relevant experience at a time that is best for your schedule. 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 year This 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. Application Deadline: 04-24-2026 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.

• Supporting large GTM Initiatives - Coordinating cross functional efforts with regards to our new product and feature launches. • Internal System Launch - Working with key business stakeholders to streamline and optimize existing systems and processes. • Deliver against our priorities and project metrics - managing and developing project plans • Work closely with the Enablement and Revenue Operations team members to deliver projects on time and ensure adoption of new processes and technologies. • You will create a plan that includes points of view from various cross-functional teams, and identify owners to manage execution and timelines • Lead and actively participate in ongoing reviews of business processes and developing optimization strategies. • Be a self starter when learning new or existing systems, business products and processes, demonstrate a get-your-hands-dirty approach and ask lots of questions • Drive alignment, provide recommendations and execute changes. • Willing and enthusiastic to share expertise with others, including documentation and content creation. • Other duties as assigned

• Relationship Ownership: Become a trusted advisor/partner to senior leaders, known for expertise and project execution to deploy Stellic as an enabler of student success. Owner of the strategic-level partner relationship — understanding their priorities and translating them into a roadmap of initiatives Stellic can deliver against. • Strategic Planning: Co-develop multi-year success plans with partner institutions that align Stellic's platform capabilities to their goals, challenges, and overall student success strategy. • Initiative Leadership: Lead a portfolio of 1–3 concurrent Stellic initiatives per partner. Define scope, success metrics, and executive alignment. Hand off execution to the delivery team while maintaining strategic oversight and accountability for outcomes. • Partner Communication: Present business reviews, initiative progress, strategy recommendations to key stakeholders that cultivate and retain long-term relationships with senior leaders. • Value Realization: Establish clear Partner retention and success goals, including high product adoption and high platform utilization, and own delivery of those goals. Ensure NPS is at or trending to our goal of 70. Identify potential opportunities for upsell that increase the impact on the Partner's Stellic strategic plan for student success. • Renewal & Expansion: Ensure renewals as a result of value delivered. Identify and develop expansion opportunities, both adding FTEs and additional modules, based on execution of the strategic plan and new initiatives. • Thought Partnership: Be a strategic “voice of the customer” thought-partner for our internal teams (product, marketing, sales) to recognize potential improvements for Stellic’s Product and Partnership experience.

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description ServiceNow’s Customer Excellence Group (CEG) is in the middle of a fundamental transformation — redesigning how we deliver customer outcomes in an AI-native world. This role sits at the center of that work. As Director of CEG Strategic Initiatives, you’ll own and drive the highest-priority transformation programs across our post-sale organization. This is not a strategy role that stops at the slide deck. You’ll frame the problem, build the plan, run the workstream, and drive it to execution — often managing through influence across senior stakeholders who don’t report to you. You’ll work across commercial model design, operating model transformation, and delivery model optimization — the kind of work where getting the framing right matters as much as getting the execution right. The team is small, fast, and high-trust. The work is visible at the SVP+ level and has direct impact on how ServiceNow scales its customer-facing organization. What you get to do in this role: Lead Strategic Initiatives End-to-End - Own one or more of CEG’s top transformation workstreams from problem framing through execution — commercial model, delivery model, operating model, or renewals transformation. - Build the business case, design the solution, align stakeholders, and drive implementation. You’re not handing off to a delivery team — you are the delivery team. - Manage initiative governance: milestones, decision points, dependencies, and escalation paths. Keep complex programs on track when multiple senior leaders have competing priorities. Shape CEG Strategy - Translate ambiguous executive direction into structured strategic options with clear tradeoffs and recommendations. - Build and maintain the analytical models that underpin major decisions: headcount planning, insource/outsource economics, service delivery tiering, AI efficiency overlays. - Develop strategy narratives and board-ready materials that frame CEG’s transformation story for SVP and C-level audiences. Drive Cross-Functional Alignment - Operate as the connective tissue between CEG leadership, geo leaders, Finance, Product, and field teams. Translate between strategic intent and operational reality. - Navigate complex stakeholder dynamics where formal authority is limited and influence is everything. Manage up, across, and into partner organizations (consulting firms, outsourcing partners). - Serve as the quality-control layer on programs where the temptation is to announce before we’re ready. Protect program integrity without slowing momentum. Build for Scale - Design frameworks, playbooks, and operating cadences that outlast any single initiative. The goal is to productize how CEG runs transformation, not just run one project at a time. - Stand up reporting and decision-support infrastructure: OKR cascades, initiative dashboards, executive briefing cadences. - Identify and champion “no-regrets bets” — moves we should make regardless of which strategic direction we ultimately choose. Qualifications To be successful in this role you have: - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. - 8+ years in strategy, management consulting, business transformation, or corporate development roles. You’ve run cross-functional programs with senior stakeholder complexity, not just contributed to them. - Demonstrated ability to structure ambiguous problems and drive them to resolution. Comfortable building the plane while flying it. - Strong financial and operational modeling skills. You can build the headcount model, stress-test the assumptions, and present the recommendation in the same meeting. - Executive communication skills — you can write a tight one-pager, present to an SVP, and draft a stakeholder email that lands, all in the same day. - Experience managing through influence in matrixed organizations. You know how to align people who don’t report to you and hold the line when things get political. - Comfort with AI tools as part of your workflow. We use AI extensively in how we work — for analysis, content development, and decision support. You should be someone who’s already integrating these tools into how you operate. Preferred: - Experience in enterprise SaaS, customer success, or professional services transformation. - Background in M&A integration, large-scale org design, or operating model transformation. - Familiarity with outsourcing strategy, shared services design, or global delivery model optimization. - Experience with zero-based planning, headcount optimization, or cost transformation programs. What This Role Is Not: - This is not a traditional strategy role where you build decks and hand them to someone else to execute. It’s not a PMO role tracking other people’s workstreams. And it’s not an analytics role building dashboards in a support function. This is a leadership role where you own outcomes, operate with significant autonomy, and are accountable for moving the business forward on programs that matter. FD21 For positions in this location, we offer a base pay of $192,400 - $336,700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. - Employee Type: Regular - Region: AMS - North America and Canada - Work Persona: Flexible or Remote