Director, Process Excellence – Health Systems

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

📋 Description

• Transform customer insights, research, survey results, market intelligence, and experience data into actionable business objectives.

• Recognize recurring operational patterns, conduct root cause analyses, and facilitate cross-functional resolutions.

• Provide analysis, recommendations, and status updates for HGS leadership forums.

• Create governance structures, accountability frameworks, and operational practices for consistent customer-centered execution.

• Develop and uphold standardized workflows, SOPs, service levels, and escalation protocols utilizing Lean Six Sigma methodologies.

• Enhance customer-centric practices and continuous improvement capabilities within partner teams.

• Evaluate operational readiness for customer-facing initiatives and define standards for customer impact and preparedness.

• Identify customer risks prior to implementation and align operational capabilities, field execution, and customer expectations.

• Collaborate with enterprise and transformation leaders to minimize disruption and enhance adoption during transitions.

• Designate owners, metrics, and review schedules for critical customer issues.

• Propel closed-loop action planning through to completion.

• Track operational and customer experience metrics, initiate corrective actions, and report results.

• Monitor issues, dependencies, and action plans against delivery commitments to mitigate risks associated with initiatives.

• Represent the customer viewpoint on cross-functional and enterprise projects as needed.

• Carry out additional duties as assigned.

⛳️ Requirements

• A four-year bachelor's degree is required; an MBA or MHA is preferred.

• At least ten (10) years of progressive experience in process improvement, operational excellence, or change management is necessary.

• Proven ability to manage medium to large-scale change and improvement projects.

• Experience within health systems is mandatory.

• Lean Six Sigma certification is required; Green Belt certification is preferred.

• PMP or change management certification (e.g., Prosci, CCMP) is preferred.

• Capacity to exercise independent judgment and innovative problem-solving within a complex, highly matrixed environment.

• Strong leadership, influencing, and collaboration abilities are essential.

• In-depth knowledge of Lean Six Sigma, continuous improvement methodologies, quality management principles, and data-driven decision-making practices.

• Comprehensive understanding of health system operations, customer needs, and market dynamics.

• Ability to define, implement, and uphold processes, protocols, and standards.

• Capability to translate ambiguous and complex customer challenges into structured plans and decisions.

• Exceptional analytical, conceptual, and problem-solving skills.

• Familiarity with customer experience measurement, including NPS, CSAT, and voice of the customer.

• Excellent organizational skills and attention to detail.

• Proficient project management skills.

• Ability to execute large-scale projects from conception through implementation.

• Expertise in escalation management and communication of status to senior leaders.

• Effective verbal and written communication skills, including executive presentation capabilities.

• Understanding of Cencora's business segments, including health systems, retail, alternate care, and group purchasing organizations.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Backup dependent care services.

• Adoption assistance programs.

• Infertility coverage options.

• Family-building support resources.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs available.

• Resources for professional development.

• Mentorship programs offered.

• Employee resource groups.

• Opportunities for volunteer activities.