Process Improvement Manager

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

📋 Description

• Analyze existing processes by conducting interviews, observing workflows, and gathering system data.

• Differentiate between elapsed time and touch time.

• Document process handoffs, queues, decision-making points, and exceptions.

• Extract duration, volume, and rework metrics from operational systems.

• Establish reliable baselines prior to implementing changes.

• Define operational metrics along with their foundational definitions.

• Design future-state processes considering constraints, flow, queue discipline, sequencing, ownership, and quality checkpoints.

• Identify elements to eliminate, standardize, and automate.

• Rigorously test redesigns against real-world scenarios and edge cases.

• Collaborate with function leaders and frontline teams to foster adoption.

• Create training materials, standard operating procedures, and managerial routines.

• Monitor the sustainability of changes post-handoff and take corrective action when necessary.

• Partner with engineers to ensure that processes are corrected before builds commence.

• Collaborate with Finance to outline and assess savings and capacity metrics.

• Develop a scalable improvement methodology applicable across various engagements.

⛳️ Requirements

• Over 5 years of experience in process improvement, operational excellence, business process consulting, or a leadership role focused on redesigning workflows.

• Proven track record of mapping complex, multi-team processes from start to finish and achieving measurable improvements, with quantifiable results.

• Strong analytical skills; adept at extracting, cleaning, and analyzing operational data using spreadsheets or BI tools.

• Proficient in interviewing and observational techniques.

• Understanding of flow and queue principles, cycle times, work in progress, and constraint analysis.

• Established credibility with both frontline teams and executives, capable of advocating for redesigns even when they are met with resistance.

• Ability to write clearly and concisely.

• Comfortable navigating ambiguity and scrutinizing previously overlooked functions.

• Experience in healthcare technology, SaaS, or similarly regulated environments is preferred.

• Formal training in Lean, Six Sigma, or a comparable improvement methodology, with practical application is preferred.

• Background in implementation, onboarding, revenue cycle, support, or another high-volume operational area is preferred.

• Familiarity with CRM and project or work management systems and their data is advantageous.

• Experience collaborating with technical teams on automation or AI initiatives is preferred.

• Change management experience during leadership transitions or reorganizations is preferred.

• Must be eligible to work in the United States without sponsorship.

🏝️ Benefits

• Flexibility to work in your preferred manner – in-office, remote, or hybrid – within your country of employment.

• Ongoing investment in your professional growth and development.

• Immediate access to comprehensive health and wellness benefits, including an annual wellness stipend.

• 401k plan featuring up to a 4% match and immediate vesting.

• Flexible and generous Flexible Time Off (FTO) policy.

• Employee Stock Purchase Program.