Associate Director, Process Improvement
About The Position
The Associate Director, Process Improvement evaluates the effectiveness of existing business processes and leads the development of sustainable, repeatable, and measurable improvements. The role oversees process improvement professionals and CRM User Acceptance Testing (UAT) testers, ensuring CRM-related processes are documented, thoroughly tested, and continuously optimized to improve operational efficiency and the consumer experience. The position provides strategic support to the VA contract, focusing on product and process implementation, service operations, contract compliance, and continuous improvement using design thinking, process mapping, and process modeling. It drives ongoing improvement efforts and requires an understanding of how organizational capabilities connect across the enterprise. The Associate Director partners across lines of business to identify, share, and implement best practices and lessons learned. This remote role may require occasional travel to Humana offices for training or meetings. Home or hybrid employees must have internet service with a minimum download speed of 25 Mbps and upload speed of 10 Mbps, and work from a dedicated space that protects member PHI/HIPAA information. U.S. citizenship is required for the government contract.
Requirements
- Minimum 8 years of experience in process improvement, business operations, or program management in healthcare or government contracting.
- Demonstrated ability to lead cross-functional teams, including process improvement professionals and CRM UAT testers.
- Proven track record in strategic planning, change leadership, and organizational transformation.
- Experience managing large-scale contract transitions and implementations, such as TRICARE or VA.
- Advanced proficiency in process improvement methodologies such as Lean and Six Sigma, process mapping, and CRM/UAT processes.
- Strong leadership, analytical, and communication skills, with knowledge of government contract compliance and stakeholder engagement.
- U.S. citizenship is required for the government contract.
- For home or hybrid work, internet service must provide at least 25 Mbps download and 10 Mbps upload, and the employee must work from a dedicated space that protects member PHI/HIPAA information.
Nice To Haves
- Advanced degree such as an MBA, MHA, or related degree.
- Certification in process improvement, such as Lean Six Sigma, PMP, or similar.
- Experience working directly with government or military stakeholders.
Responsibilities
- Lead process improvement professionals and CRM UAT testers to advance process optimization, testing effectiveness, and quality outcomes.
- Develop and execute strategic plans for customer service operations and lead organizational change initiatives.
- Ensure processes are comprehensively documented and routinely assessed across people, process, and technology to identify and implement improvement opportunities.
- Support VA transition-in activities, including coordinating and delivering government-required deliverables in partnership with the Transition Leadership team.
- Promote compliance, consistency, and operational excellence.
- Apply leadership, communication, technical expertise, and innovative solution design to improve performance, mitigate risk, and achieve compliance and financial objectives.
- Partner across lines of business to share and implement best practices and lessons learned.
Benefits
- Medical, dental, and vision benefits.
- 401(k) retirement savings plan.
- Time off, including paid time off, company and personal holidays, and paid parental and caregiver leave.
- Short-term and long-term disability.
- Life insurance.
- Bonus incentive plan based on company and/or individual performance.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
