Process Improvement Manager

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

📋 Description

• Analyze existing processes by conducting interviews, shadowing, and reviewing system data.

• Distinguish between elapsed time and touch time.

• Record handoffs, queues, decision 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 definitions.

• Design future-state processes considering constraints, flow, sequencing, ownership, and quality gates.

• Identify elements to eliminate, standardize, and automate.

• Rigorously test redesigns against actual scenarios and edge cases.

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

• Create training materials, standard work documentation, and managerial routines.

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

• Partner with engineers to ensure automation is based on improved processes.

• Work alongside Finance to outline and quantify savings and capacity improvements.

• Develop a repeatable improvement methodology applicable across various engagements.

⛳️ Requirements

• Over 5 years of experience in process improvement, operational excellence, business process consulting, or a hands-on leadership role focused on workflow redesign.

• Proven track record of mapping complex, multi-team processes from start to finish and achieving measurable improvements, with data to support your claims.

• Strong quantitative abilities; adept at extracting, cleaning, and analyzing operational data independently using spreadsheets or BI tools.

• Proficient interviewer and observer capable of discerning the actual functioning of a process.

• Knowledgeable in flow and queue principles, cycle time, work in progress, and constraint analysis.

• Respected by both frontline teams and executives, with the ability to maintain a stance during unpopular redesigns.

• Excellent writing skills, with a focus on clarity and simplicity.

• Comfortable navigating ambiguity and investigating previously unexplored functions.

• Experience in healthcare technology, SaaS, or other regulated sectors is preferred.

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

• Familiarity with implementation, onboarding, revenue cycle, support, or other high-volume operational roles is preferred.

• Knowledge of CRM and project or work management systems, including the data they generate, is preferred.

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

• Background in change management during leadership transitions or reorganizations is preferred.

• Must be authorized to work without sponsorship.

🏝️ Benefits

• Flexibility to work from anywhere within your country of employment – whether in-office, remote, or hybrid.

• Ongoing investment in your professional growth and development.

• Immediate access to comprehensive health and wellness benefits, including an annual wellness stipend from Day 1.

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

• Generous flexible time-off (FTO) policy.

• Employee Stock Purchase Program.