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Job Details
The Director Process Excellence is responsible for translating customer insight into prioritized process improvements across Health Systems & Government Services (HGS). This role builds the governance, operating disciplines, and accountability models that make customer-centered execution repeatable and scalable, assesses operational readiness for customer-facing change, and surfaces customer risk before implementation. Partners closely with the Vice President, Customer Excellence to drive measurable, sustained improvements in customer experience, retention, loyalty, and responsiveness. The incumbent applies Lean Six Sigma methods and health system operating expertise, collaborates with multiple cross-functional departments, and drives action on customer insights that Strategic Initiatives generates.
Primary Duties and Responsibilities:
Converts customer feedback, research, survey findings, market intelligence, and experience data into actionable business priorities in partnership with the Vice President, Customer Excellence and Strategic Initiatives.
Identifies recurring operational themes requiring intervention; leads root cause analysis and drives cross-functional resolution.
Prepares analysis, recommendations, and status for HGS leadership forums to support customer-driven prioritization and resource decisions.
Establishes governance, accountability models, and operating disciplines that make customer-centered execution repeatable across functions and customer segments.
Designs and maintains standardized workflows, standard operating procedures (SOPs), service levels, and escalation protocols using Lean Six Sigma methods such as DMAIC, value stream mapping, and control plans.
Strengthens consistent customer-focused practices and builds continuous improvement capability within partner teams.
Assesses operational readiness for customer-facing initiatives and establishes customer impact assessment and readiness standards.
Surfaces customer risks before implementation and aligns operational capability, field execution, and customer expectations.
Partners with enterprise and transformation leaders to minimize disruption and improve adoption during periods of change.
Establishes owners, measures, and review rhythms around priority customer issues and drives closed-loop action planning through completion.
Monitors operational and customer experience metrics, triggers corrective actions, and reports outcomes that demonstrate stronger experience, retention, loyalty, and responsiveness.
Tracks issues, dependencies, and action plans against delivery commitments to mitigate initiative risk.
May serve on cross-functional and enterprise projects as requested to represent the customer perspective.
Performs related duties as assigned.
Experience and Educational Requirements:
Requires broad-based experience in large complex organizations with responsibility for key functional operations such as process improvement, operations, healthcare administration, business administration, or similar vocations generally obtained through completion of a four-year bachelor's degree program; MBA or MHA preferred.
Requires a minimum of ten (10) years of progressive responsibility in process improvement, operations excellence, or change management, and demonstrated ability to effectively manage medium to large-scale change and improvement initiatives.
Health system experience required.
Lean Six Sigma certification required, Green belt preferred
PMP or change management certification (e.g., Prosci, CCMP) preferred.
Minimum Skills, Knowledge and Ability Requirements:
Ability…