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
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