Associate Director – Process Improvement

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Assess the efficacy of current business processes.

• Spearhead the creation of sustainable, repeatable, and measurable enhancements to processes.

• Supervise process improvement specialists and CRM User Acceptance Testing (UAT) testers.

• Ensure that CRM-related procedures are well-documented, thoroughly tested, and continuously optimized.

• Offer strategic assistance to the VA contract through the implementation of products and processes, service operations, contract compliance, and ongoing improvement.

• Propel enhancements through design thinking, process mapping, and process modeling techniques.

• Collaborate across business units to identify, share, and implement best practices and lessons learned.

• Create and execute strategic initiatives for customer service operations.

• Lead initiatives for organizational change.

• Evaluate people, processes, and technology to identify and implement opportunities for improvement.

• Support VA transition activities and coordinate government-required deliverables with the Transition Leadership team.

• Foster compliance, consistency, and operational excellence.

• Enhance performance, mitigate risks, and meet compliance and financial goals.

⛳️ Requirements

• At least 8 years of experience in process improvement, business operations, or program management within healthcare or government contracting.

• Proven ability to lead cross-functional teams, including process improvement professionals and CRM UAT testers.

• Established history in strategic planning, change leadership, and organizational transformation.

• Experience in managing large-scale contract transitions and implementations (e.g., TRICARE, VA).

• Advanced knowledge of process improvement methodologies (Lean, Six Sigma), process mapping, and CRM/UAT processes.

• Strong leadership, analytical, and communication capabilities.

• Understanding of government contract compliance and stakeholder engagement.

• US Citizenship is required.

• Must have self-provided internet service with a minimum of 25 Mbps download and 10 Mbps upload speed.

• Dedicated workspace free from ongoing interruptions to protect member PHI / HIPAA information.

• Advanced degree (MBA, MHA, or related) is preferred.

• Certification in process improvement (Lean Six Sigma, PMP, or similar) is preferred.

• Experience working directly with government or military stakeholders is preferred.

🏝️ Benefits

• Bonus incentive plan based on company and/or individual performance.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company and personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Dedicated home workspace arrangement.

• Remote work arrangement.

• Occasional travel to Humana offices for training or meetings.