Director, Call Center/FMO - Brokerage

Become a part of our caring community and help us put health first
 

The Director, External Call Center Partners will report to William Kinkead, Associate VP-Brokerage sales. This role sets and executes the enterprise strategy for external call center sales partnerships. You will carry end-to-end accountability for revenue performance, partner strategy, and operational excellence across a complex ecosystem of third-part sales organizations.
Serving as a key member of the sales leadership team, the Director will lead large-scale partner relationships, shape multi-year growth strategies, and ensure alignment between external partners and enterprise objectives related to revenue growth, customer experience, compliance and brand equity. The position requires a sophisticated understanding of how sales, operations, compliance, and technology intersect to drive sustainable performance at scale.

Key Responsibilities:

o Strategic Leadership & Sales/Revenue Accountability

• Oversee and deliver annual and multi-year revenue targets across all external call center partners, with full accountability for performance outcomes.
• Define and execute the overarching partner sales strategy, including growth priorities, channel optimization, and market expansion initiatives.
• Translate enterprise commercial objectives into actionable partner strategies, ensuring consistent execution across a diverse partner portfolio
• Serve as a strategic advisor to senior leadership, providing insights on partner performance, market dynamics, and growth opportunities

o Partner Ecosystem Management

• Provide executive oversight of all existing external call center partnerships, ensuring strong governance, performance management, and alignment with organizational standards
• Build and maintain a robust pipeline of new partner relationships, including evaluation, due diligence, contracting and onboarding.
• Negotiate and oversee complex commercial agreements, including performance incentives, compensations structures, and service level expectations.
• Act as a senior escalation point for partner related issues, driving resolution while preserving long-term strategic relationships

o Operational Excellence and Performance Optimization

• Establish performance frameworks, KPIs, and reporting cadences to measure partner effectiveness, productivity, quality and compliance
• Drive continuous improvement initiatives to enhance sales effectiveness, customer experience, and operational efficiency across partner channels
• Lead the implementation of new or enhanced programs, processes, and tools that support scalable partner growth
• Ensure all partner activities align with regulatory, compliance, and brand requirements, particularly within a highly regulated sales environment

o Cross-Functional Collaboration

• Partner closely with internal stakeholders across Sales Operations, Compliance, Marketing, Technology and Training.
• Provide Strategic input into broader commercial planning, including product launches, market entry and product diversification strategies
• Champion enterprise priorities within the partner ecosystem, ensuring consistency in messaging, execution and customer experience

o Leadership & Influence

• Lead, mentor, and develop a high-performing team responsible for partner management, strategy, growth and execution
• Foster a culture of accountability, performance excellence and continuous improvement
• Represent the organization externally with executive-level credibility, serving as a trusted partner to senior leadership within external organizations.

Use your skills to make an impact
 

Required Qualifications:

• Bachelor's degree or higher
• 10+ years of progressive experience in sales, channel management, and leadership within a complex, multi-channel environment
• 5+ years of senior management experience leading large, distributed teams and/or external partner organizations
• Demonstrated success driving large-scale revenue growth
• Must be experienced in the Medicare Advantage Sales and Distribution space
• Must possess an active Health and Life Insurance License

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.

 

$124,100 - $169,300 per year

 

This job is eligible for a commission 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: 03-06-2026

About us
 

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and 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, Medicaid, families, individuals, military service personnel, and communities at large.

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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.