Director, Program Operations Metrics

Quest Diagnostics•Pittsburgh, PA

3d•$170,000 - $210,000•Onsite

About The Position

Lead the governance, execution, and continuous improvement of Quest Diagnostics’ Operational KPI program through partnership with executive Franchise (Idea to Market), Commercial (Market to Order) and Operational (Order to Cash) leaders. Own DMS process responsible for delivering Quality and Service metrics performance across all Regions. Design, develop and implement Operational Analytics tools throughout Order to Cash functions. Establish embedded operating rhythms and facilitate adoption of tools throughout multiple levels of management to continuously improve established KPIs and systematically optimize capital and labor resources. This position needs to be located near any major quest lab, including Pittsburgh, PA or Secaucus, NJ.

Requirements

MS/BS or equivalent (Required)
Demonstrated experience (5+ years) of leading a defined project management process from initiation to completion.
10-year minimum work experience in a role requiring: Executive level business decisions from engineering economic analysis
Demonstrated process improvements from operational functions
Excel- for data mining and creation of static modeling
Minitab- for statistical analysis of historical data
PowerPoint- for executive level presentations
Direct experience in influencing operational leaders
Excellent written and verbal skills
Results-oriented
Collaborative
Expertise in creating, managing and discerning large master data sets
Process / Continuous Improvement Expertise (Six Sigma Master Black Belt Certification preferred)
Lean manufacturing expertise
Expertise in financial modeling and business case development
Working understanding and experience with all Order to Cash processes

Nice To Haves

Engineering/Statistics degree (Preferred)
Process / Continuous Improvement Expertise (Six Sigma Master Black Belt Certification (Preferred)

Responsibilities

Executive leader of Quest Diagnostics’ Operational KPI Program
Develop matrix driven relationships with Idea to Market Franchises, Market to Order regional Commercial leadership, and Order to Cash regional Operations leadership teams to link key indicators to the business performance.
Ensure adherence to data integrity critical to Operations Metrics to drive business decisions, the basis of senior management regional reviews, and a significant contributor of variable compensation for all company employees.
Establish, validate, and audit measurement systems of all master data sources for all Operations Metrics.
Facilitate alignment around Operational Metric definitions, defects and opportunities.
Owner of KPI business performance review cadence responsible for improving Quality and Service metrics performance across all regions and Order to Cash function, including setting agendas, ensuring regional pre-work is completed, facilitating executive review meetings, and tracking all follow-up actions to closure.
Synthesize complex operational performance data into clear, concise, and compelling narratives for executive-level consumption. Prepare and deliver presentations that not only report on performance but also provide strategic recommendations.
Serve as the primary subject matter expert for all enterprise performance metrics. Field inquiries from business unit leaders, clarify metric definitions and calculations, and provide data-driven insights to explain performance trends.
Lead Implementation of Operational Analytics Tools throughout center led functions and regional front-line leadership
Translate master data and multi-variate models into simplified visualization concepts, dashboards and tools facilitating development of Operational Analytics tools.
Provide training and continuing educational courses to all employees on key data software and developed Operational Analytics solutions.
Establish and embed Operating mechanisms to leverage Operational Analytics solutions for daily business insights and decisions for regional, center led and executive management staff.
Serve as the primary conduit between Operations and the IT Data engineering teams to establish precision measurement systems and fully leverage data lake master data into Operational Analytics solutions.
Identify & prioritize enhancements to existing & creation of supporting dashboards, tools, & operations modeling to ensure alignment with most critical business priorities

Benefits

Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
Best-in-class well-being programs
Annual, no-cost health assessment program Blueprint for Wellness®
healthyMINDS mental health program
Vacation and Health/Flex Time
6 Holidays plus 1 "MyDay" off
FinFit financial coaching and services
401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
Employee stock purchase plan
Life and disability insurance, plus buy-up option
Flexible Spending Accounts
Annual incentive plans
Matching gifts program
Education assistance through MyQuest for Education
Career advancement opportunities