Job Details

Director, Next Best Action (NBA) Platform

Become a part of our caring community and help us put health first. The Director, Next Best Action (NBA) Platform, is accountable for architecting and expanding an enterprise-level, real-time decisioning platform that enables personalized, compliant, and measurable interactions across digital, call-center, and marketing channels. This position provides both technical and delivery leadership in the areas of decisioning, state management, business rules, machine learning integration, and channel activation, ensuring that all decisions are rapid, transparent, governed, and continuously optimized.

Primary Responsibilities

Platform & Architecture Leadership

• Oversee the comprehensive architecture of real-time decisioning, including:
• Decision orchestration services
• State management and lifecycle tracking
• Eligibility and policy evaluation
• Action and offer metadata management
• Integration of ML scoring and ranking
• Define clear boundaries between decisioning, state management, rules, models, data platforms, and channel systems.
• Ensure the platform operates with low latency, is highly scalable, fault-tolerant, and fully auditable.
• Engineering & Delivery Leadership
• Guide multiple cross-functional engineering teams responsible for:
• Decision APIs and orchestration services
• State machines and transactional outbox implementations
• Action/offer catalog services
• Rules and policy evaluation services
• Integration of machine learning inference
• Establish engineering best practices related to:
• API contracts
• Idempotency and exactly-once processing
• Observability, logging, and tracing
• Reliability and performance SLAs
• Drive predictable, agile delivery while maintaining architectural integrity.
• Decision Intelligence & Machine Learning Integration
• Collaborate with Data Science and ML teams to:
• Deploy propensity, uplift, and engagement models into production
• Maintain separation between offline modeling and online inference
• Implement safe rollout, monitoring, and fallback strategies
• Ensure explainability and governance of model outputs, particularly in regulated contexts
• Experience & Activation Enablement
• Partner with channel and experience teams to ensure decision outputs are:
• Channel-agnostic
• Rendered consistently
• Enhanced post-decision without adding latency
• Reusable across web, mobile, call-center, and marketing platforms
• Governance, Compliance & Trust
• Guarantee all decision outputs are:
• Traceable (including rationale and input data)
• Reproducible
• Aligned with regulatory and compliance obligations
• Work with compliance, legal, and audit teams to establish guardrails and controls
• Promote a culture of "decision trust" throughout the organization
• People & Leadership
• Build, mentor, and retain senior engineering and architecture talent
• Define clear ownership models and accountability across teams
• Foster an engineering culture centered on clarity, accountability, and results
• Serve as the primary accountable leader for the NBA platform's technical delivery

Required Qualifications

Minimum 12 years' experience in software engineering, platform engineering, or distributed systems

At least 5 years managing large, multi-team engineering organizations

Deep expertise in:

• Real-time APIs and microservices
• Distributed state management
• Event-driven architectures
• Transactional consistency (e.g., outbox, idempotency)

Experience with:

• Rules/policy engines
• Machine learning inference in production
• Demonstrated capability to operate in regulated industries (healthcare, finance, insurance, etc.)

Preferred Qualifications

Experience with personalization, recommendation, or decisioning platforms

Familiarity with marketing, care navigation, or customer engagement systems

Experience with enterprise data platforms and feature stores

Excellent executive communication skills, with the ability to clearly explain complex systems

Success Criteria

Decisions are made rapidly, consistently, and transparently across all channels

Engineering teams deliver reliably and maintain architectural discipline

Business stakeholders trust and rely on platform outputs

The organization can confidently answer "why was this recommended?"

The platform is continuously refined based on feedback and learning

Additional Information

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from ...@myworkday.com with instructions on how to add the information into your official application on Humana's secure website.

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. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job. 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. $189,400 - $260,500 per year. This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

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: 03-19-2026

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.

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,