Pam Hart
Louisville
Summary
Dynamic and results-driven digital product leader with a strong track record in driving digital transformation and delivering high-impact customer experiences. Proven expertise in leading cross-functional teams, executing complex digital initiatives, and managing multimillion-dollar budgets. Recognized for innovative problem-solving, customer-centric thinking, and optimizing platforms that scale.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Director, Product Management – Omni-Channel Platform
Humana
Louisville
01.2024 - Current
- Define omni-channel product vision using Adobe Experience Platform (Real-Time CDP, Journey Optimizer, Customer Journey Analytics).
- Develop and scale real-time personalization through advanced AI-driven customer profiles and journey orchestration.
- Lead $11M budget ($7M IT, $4M vendor) with strategic oversight of roadmap execution, KPIs, and quarterly executive reviews.
- Implement test-and-learn strategies to continuously optimize engagement and outcomes.
Director, Product Management – Member Self-Service
Humana
Louisville
06.2022 - 01.2024
- Directed full lifecycle of self-service digital products across MyHumana and login/registration platforms.
- Increased customer satisfaction by 7% through insights from Voice of Consumer and behavioral analytics.
- Led a platform migration that saved $32M and reduced 200+ redundant pages, yielding $200M in engineering efficiencies.
Director / Associate Director, Product Management – Member Sales, Service, and Care
Humana
Louisville
12.2020 - 06.2022
- Owned B2B digital strategy across Commercial, Medicaid, and Group Medicare experiences on web and mobile.
- Delivered digital solutions for Employer Group sales growth and virtual care enablement.
- Launched Medicaid Member Digital Strategy with emphasis on personalization and accessibility.
Associate Director, Product Management – Core Digital Solutions
Humana
Louisville
11.2019 - 12.2020
- Led 30+ member team managing digital experiences across Humana.com, Pharmacy, GO365, and platform enablers.
- Rolled out Agile Coaching and team maturity models to increase team performance.
- Served as interim head of Delivery Management and Agile Coaching while setting product standards and onboarding playbooks.
Senior Product Development Professional – MyHumana Product Manager
Humana
Louisville
01.2016 - 01.2019
- Improved MyHumana dashboards and communication settings to enhance usability and engagement.
- Raised NPS by 7 points within three months through targeted experience enhancements.
- Managed $10M in annual budgets across wellness and commercial group digital efforts.
Regional Underwriting Consultant/Manager – Commercial Group Underwriting
Humana
Louisville
01.1999 - 01.2016
- Directed pricing, sales strategy, and underwriting quality control across 80+ team members.
- Reduced intake processing time by 30% through process streamlining initiatives.
Education
BA - Economics
University of Louisville
Louisville, KY01.1998
Skills
- Digital Product Management
- Agile/Waterfall Delivery Management
- Omni-Channel Experience Strategy
- Process Optimization
- Change Management
- Stakeholder Engagement
- Cross-Functional Team Leadership
Certification
- SAFe Agilist Certification
- Humana Star Award Recipient (2019, 2020)
Affiliations
Mentor and active member, Women’s Network Resource Group
Timeline
Director, Product Management – Omni-Channel Platform
Humana
01.2024 - Current
Director, Product Management – Member Self-Service
Humana
06.2022 - 01.2024
Director / Associate Director, Product Management – Member Sales, Service, and Care
Humana
12.2020 - 06.2022
Associate Director, Product Management – Core Digital Solutions
Humana
11.2019 - 12.2020
Senior Product Development Professional – MyHumana Product Manager
Humana
01.2016 - 01.2019
Regional Underwriting Consultant/Manager – Commercial Group Underwriting
Humana
01.1999 - 01.2016
BA - Economics
University of Louisville
Similar Profiles
Monifah CocroftMonifah Cocroft
Healthcare Customer Service Representative at HumanaHealthcare Customer Service Representative at Humana
Cher Ann ChaputCher Ann Chaput
Care Management Support Supervisor at HumanaCare Management Support Supervisor at Humana
SALAE JENKINSSALAE JENKINS
Health Educator at HumanaHealth Educator at Humana
Kevin RossKevin Ross
Grievance and Appeals Resolution Specialist III at HUMANAGrievance and Appeals Resolution Specialist III at HUMANA
Kiyonna YoungKiyonna Young
Patient Care Technician at Little ClinicPatient Care Technician at Little Clinic