Director, Continuous Improvement

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

📋 Description

• Oversee the design, implementation, and adaptive support of a continuous improvement strategy that aligns with customer experience (CX) and organizational priorities.

• Identify, prioritize, and execute initiatives aimed at enhancing efficiency, optimizing costs, and improving service quality.

• Utilize Lean, Six Sigma, Agile, or similar best practices to streamline processes and eliminate inefficiencies.

• Foster a culture of continuous improvement and accountability throughout CX Operations.

• Integrate a philosophy of caring connections into process enhancements and member experiences.

• Transform voice-of-customer feedback into actionable improvements that boost member and employee satisfaction, retention, and trust.

• Coordinate and synchronize cross-functional outreach campaigns and promotions for member engagement.

• Create frameworks for performance measurement, including KPIs, dashboards, and reporting systems.

• Utilize analytics to assess processes, detect trends, and guide decision-making.

• Relay progress, findings, and recommendations to executive leadership.

• Define and document business and functional requirements for technological solutions.

• Collaborate with DTS, Digital, Product, and cross-functional teams on tools, automation, and platform improvements.

• Develop business cases and ROI models for technology and process enhancements.

• Manage planning, prioritization, execution, delivery, governance, risk management, and accountability for projects.

• Supervise the implementation of new processes and ensure their sustainability and measurable outcomes.

• Lead, mentor, and develop a team consisting of two direct-report Managers.

• Influence various departments and leverage subject matter experts to execute large-scale initiatives.

⛳️ Requirements

• Demonstrated success in achieving measurable operational improvements, member satisfaction, and efficiency gains.

• Proven experience in leading cross-functional initiatives within a matrixed environment.

• Proficient in data analysis, performance management, and the development and tracking of KPIs.

• Experience in defining, documenting, and monitoring deliverables; articulating business requirements; and collaborating on technology implementations.

• Bachelor’s degree in Business, Healthcare Administration, Operations, or a related field.

• Preferred: Master’s degree in Business, Healthcare Administration, Operations, or a related discipline.

• Preferred experience within Medicare Advantage or regulated healthcare settings.

• Preferred certification as a Lean Six Sigma Black Belt or equivalent.

• Knowledge of Customer Experience/Dialer platforms, CRM systems, workflow automation, and analytics tools.

• Strong grasp of member experience, contact center operations, or service delivery models.

• Outstanding leadership, communication, and stakeholder management abilities.

• Proficient in process improvement methodologies, including Lean, Six Sigma, and Agile.

• No specific training, licensure, or certification required.

• Capability to perform essential physical functions, including standing, walking, sitting, talking, hearing, and lifting/moving up to 10 pounds.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance options.

• Competitive salary with performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and supportive work-life balance.

• Engaging company culture focused on collaboration and innovation.