Director, Continuous Improvement

Alignment Health•Remote CA Outside Bay Area, CA

5d•$130,332 - $195,498

About The Position

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. The Director of Continuous Improvement is a strategic and execution-focused leader responsible for driving operational excellence, scalable growth, and member-centered continuous improvement across the Customer Experience (CX) Operations organization within Alignment Health Plan. This role champions caring, human-centered connections while leading enterprise-wide initiatives to improve efficiency, optimize processes, and enhance service delivery. The Director will oversee a team 2 direct-report Managers and operate within a highly matrixed environment, leveraging subject matter experts (SMEs) across the organization (Operations, Transformation, Appeals/Grievance, Utilization Management, Clinical, Technology, Compliance, and Analytics). The ideal candidate brings deep expertise in contact center continuous improvement methodologies, data-driven decision making, and technology enablement, coupled with a passion for delivering exceptional member experiences at scale.

Requirements

Proven track record of delivering measurable operational improvements, member satisfaction and efficiency gains
Experience leading cross-functional initiatives in a matrixed environment
Demonstrated experience in data analysis, performance management, and KPI development and tracking
Experience defining, documenting, tracking deliverables and communicating business requirements and partnering on technology implementations
Bachelor’s degree in Business, Healthcare Administration, Operations, or related field.
Exceptional leadership, communication, and stakeholder management skills
Expertise in process improvement methodologies (Lean, Six Sigma, Agile)

Nice To Haves

Experience in Medicare Advantage or regulated healthcare environments
Certification in Lean Six Sigma Black Belt or equivalent
Familiarity with Customer Experience/Dialer platforms, CRM systems, workflow automation, and analytics tools
Strong understanding of member experience, contact center operations, or service delivery models
Master’s degree in Business, Healthcare Administration, Operations, or related field

Responsibilities

Identify and lead the design, execution and adaption support of a continuous improvement strategy aligned to CX and enterprise priorities
Identify, prioritize, and implement initiatives that deliver efficiency gains, cost optimization, and service quality improvements
Apply industry best practices (Lean, Six Sigma, Agile, or equivalent) to streamline workflows and eliminate waste
Establish a culture of continuous improvement and accountability across CX Operations
Embed a “caring connections” philosophy into the culture and all process improvements to ensure operational efficiency does not compromise empathy or member experience
Partner with CX leadership to translate voice-of-customer insights into actionable improvements that enhance member and employee satisfaction, retention, and trust
Ensure initiatives align with member needs and expectations
Lead the coordination and operational alignment of cross-functional engagement campaigns and promotions that drive member outreach and coordination.
Partner with key teams, Marketing, Product, Clinical, Sales, STARs, Training and WFM to ensure campaigns are aligned to member journeys, business priorities, and operational outcomes.
Develop and maintain a robust performance measurement framework to track the impact and adaption of improvement initiatives
Leverage analytics to evaluate processes, identify trends, and inform decision-making
Define KPIs, dashboards, and reporting mechanisms to monitor efficiency, quality, and member experience outcomes
Regularly communicate progress, insights, and recommendations to executive leadership
Track initiatives aligned with ROI model to ensure meeting expectations and value realization
Define and document business and functional requirements to support technology solutions that improve CX operations and member experience
Partner with DTS, Digital, Product and cross functional teams to drive tools, automation, and platform enhancements
Build strong business cases and ROI models to justify investments in technology and process improvements
Ensure successful implementation, adoption, and value realization of new capabilities
Provide end-to-end oversight of key improvement initiatives, including planning, prioritization, execution, and delivery
Establish governance structures to track progress, manage risks, and ensure accountability
Oversee the implementation of new processes, ensuring sustainability and measurable outcomes
Drive cross-functional alignment and execution within a matrixed organizational model
Manage project execution ensuring milestones met; prepare executive level presentations
Lead, mentor, and develop team fostering a high-performance, collaborative and engaged environment
Build capabilities in continuous improvement, analytics, and change drivers within the team
Influence without authority across departments, leveraging SMEs to deliver large-scale initiatives
Promote a culture of caring connections, innovation, inclusivity, and continuous learning