Director, Process Excellence - Health Systems

Cencora • USA > IL > Remote, IL

1d • $119,100 - $186,560

About The Position

The Director of Process Excellence translates customer insight into prioritized process improvements across Health Systems & Government Services (HGS). The role establishes governance, operating disciplines, and accountability models to make customer-centered execution repeatable and scalable; assesses readiness for customer-facing changes; and identifies customer risks before implementation. In partnership with the Vice President, Customer Excellence, the Director drives measurable and sustained improvements in customer experience, retention, loyalty, and responsiveness. The role applies Lean Six Sigma methods and health system operating expertise, collaborates across functions, and drives action on customer insights generated by Strategic Initiatives.

Requirements

• Bachelor’s degree in a relevant area, such as process improvement, operations, healthcare administration, or business administration.
• At least 10 years of progressive responsibility in process improvement, operations excellence, or change management.
• Demonstrated ability to manage medium- to large-scale change and improvement initiatives effectively.
• Health system experience.
• Lean Six Sigma certification.
• Ability to exercise independent judgment and creative problem-solving in a complex, highly matrixed environment.
• Strong leadership, influencing, and collaboration skills to work across internal departments and organizational levels without direct authority.
• Thorough knowledge of Lean Six Sigma and continuous improvement methodologies, quality management concepts, and data-driven decision practices.
• Thorough knowledge of health system operations, customer needs, and market dynamics.
• Ability to define, implement, and maintain processes, protocols, and standards to drive performance and execution.
• Ability to translate ambiguous, complex customer problems into structured plans and decisions.
• Strong analytical, conceptual, and problem-solving skills.
• Knowledge of customer experience measurement, such as NPS, CSAT, and voice of customer.
• Excellent organizational skills, attention to detail, and strong project management skills.
• Ability to execute sizeable projects from vision through implementation.
• Skill in escalation management and status communication with senior leaders, using sound judgment.
• Effective verbal and written communication skills, including executive presentations.
• Solid understanding of Cencora business segments, including health systems, retail, alternate care, and group purchasing organizations.

Nice To Haves

• MBA or MHA.
• Lean Six Sigma Green Belt.
• PMP or change management certification, such as Prosci or CCMP.

Responsibilities

• Convert customer feedback, research, survey findings, market intelligence, and experience data into actionable business priorities with the Vice President, Customer Excellence and Strategic Initiatives.
• Identify recurring operational themes requiring intervention, lead root cause analysis, and drive cross-functional resolution.
• Prepare analysis, recommendations, and status updates for HGS leadership forums to inform customer-driven priorities and resource decisions.
• Establish governance, accountability models, and operating disciplines for repeatable customer-centered execution across functions and customer segments.
• Design and maintain standardized workflows, standard operating procedures, service levels, and escalation protocols using Lean Six Sigma methods, including DMAIC, value stream mapping, and control plans.
• Strengthen consistent customer-focused practices and continuous improvement capability within partner teams.
• Assess operational readiness for customer-facing initiatives and establish customer impact assessment and readiness standards.
• Identify customer risks before implementation and align operational capability, field execution, and customer expectations.
• Partner with enterprise and transformation leaders to minimize disruption and improve adoption during change.
• Establish owners, measures, and review rhythms for priority customer issues, and drive closed-loop action planning through completion.
• Monitor operational and customer experience metrics, trigger corrective actions, and report outcomes related to customer experience, retention, loyalty, and responsiveness.
• Track issues, dependencies, and action plans against delivery commitments to mitigate initiative risk.
• Represent the customer perspective on cross-functional and enterprise projects as requested.
• Perform related duties as assigned.

Benefits

• Medical, dental, and vision care.
• Benefits supporting physical, emotional, financial, and social wellness.
• Support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• Training programs and professional development resources.
• Mentorship programs.
• Employee resource groups.
• Volunteer activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Director