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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, ...

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Lead Product Manager, Compliance Ops

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