Director, Service Design – Healthcare Practice Operations & Innovation

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

📋 Description

• Collaborate with Cencora and MSO leadership, including senior executives, to define and prioritize operational innovation initiatives.

• Take the lead in planning and executing complex engagements from start to finish, encompassing discovery through delivery.

• Analyze operational systems within clinical practices and MSOs to pinpoint dependencies, root causes, and areas for improvement.

• Perform qualitative and quantitative research, including mapping the experiences of patients, physicians, and staff.

• Distill complex information into actionable findings and recommendations.

• Generate and investigate solutions, including market research and first-principles ideation.

• Develop, test, and refine concepts through prototyping, gathering stakeholder feedback, evaluating solutions, and assessing off-the-shelf options.

• Collaborate with stakeholders from platform, operations, technology, and clinical practices.

• Design and facilitate workshops and working sessions across various functions.

• Create and present deliverables that communicate findings, solutions, and strategic plans.

• Produce playbooks and toolkits to support widespread communication, adoption, and implementation across MSOs and practices.

• Maintain a repository of research findings, journey maps, and service blueprints.

• Assist in defining practices, tools, and standards for Cencora's practice support and operational innovation capabilities.

⛳️ Requirements

• 8–10+ years of experience in service design, experience design, CX strategy, or a related field.

• Capability to independently define and manage complex, ambiguous design engagements with minimal supervision.

• Extensive hands-on expertise in human-centered design methodology, design strategy, systems/ecosystem mapping, journey mapping, and related service design techniques.

• Experience in healthcare operations, particularly in physician practice management, medical groups, health systems, MSOs, or pharmacy.

• Exceptional skills in facilitating workshops, including those involving senior executives and high-level stakeholders.

• Strong research and synthesis abilities.

• Proficiency in understanding the role of technology in operations and experience with technology vendor/solution selection.

• Business acumen to comprehend basic business financials and assess the economic viability of solutions.

• Outstanding written, visual, and verbal communication skills.

• Comfort and adaptability across diverse problem domains.

• Willingness to travel frequently to MSO and practice locations.

• Bachelor’s degree in a relevant field or equivalent practical experience.

• Strong visual design abilities are preferred.

• Prior experience in mentoring, leading, or managing designers or researchers is preferred.

• Familiarity with revenue cycle management, patient access, or therapy commercialization is preferred.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Family building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Volunteer activities.