Specialty Operations Process Improvement Manager

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

📋 Description

• Lead and facilitate projects aimed at enhancing processes and performance within Specialty Pharmacy.

• Perform reviews of business processes for both front-end and back-end pharmacy operations.

• Enhance operational efficiency, quality, customer experience, and financial results.

• Foster improvements in colleague performance across various metrics, including call quality and net promoter score.

• Spearhead operational improvement initiatives and manage project activities.

• Coordinate cross-functional teams to address complex challenges and pinpoint improvement opportunities.

• Analyze quantitative and qualitative data to formulate actionable solutions.

• Adapt to evolving business needs and ensure resolution of related issues.

⛳️ Requirements

• 5-8 years of experience in leading operational improvement initiatives, including project management.

• Proficient understanding of Lean Six Sigma process improvement tools and methodologies such as DMAIC, Kaizen, Process Mapping, Process Capability Analysis, and Hypothesis Testing.

• Lean Six Sigma Green Belt certification.

• Ability to analyze and synthesize both quantitative and qualitative data to create actionable solutions.

• Strong data analysis capabilities, including handling large structured and unstructured datasets.

• Proficiency in Excel and advanced analytical techniques.

• Proven facilitation skills.

• Exceptional presentation and communication abilities, including fact gathering, writing, and analysis.

• Capability to meet deadlines while managing multiple, competing priorities and ensuring customer satisfaction.

• Effective interaction skills with all levels of management on a one-on-one basis.

• Experience in leading and developing cross-functional teams.

• Ability to collaborate effectively in a cross-functional team environment.

• Adaptability to support rapid shifts in strategy and priorities.

• 8-10 years of related experience is preferred.

• Lean Six Sigma Black Belt certification is preferred.

• Experience in performance measurement and process improvement within call centers, customer service, customer experience, front-end pharmacy, back-end pharmacy, transportation, and/or logistics is preferred.

• Experience in mail and/or specialty pharmacy, particularly in front-end and/or back-end operations, is preferred.

• Familiarity with Minitab and/or SQL, Python, or R is preferred.

• A Bachelor’s or Master’s degree in a relevant field (business, industrial engineering, economics, computer science, or operations research) or equivalent experience is required.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.

• CVS Health bonus, commission, or short-term incentive program in addition to base pay.