Process Excellence Lead

Fresenius Medical Care • Waltham, MA

2d • $97,000 - $163,000

About The Position

Fresenius Medical Care is the world's leading provider of products and services for individuals with kidney disease. We are seeking a Process Excellence Lead to define and implement the overall strategy for application development & maintenance and Center of Excellence. This role will establish frameworks, standards, metrics, and best practices aligned with organizational and industry standards. The Lead will drive adoption of industry best practices, continuous improvement initiatives, and ensure alignment with compliance, risk management, and corporate policies. This position offers a comprehensive benefits package and is an equal opportunity employer.

Requirements

• Bachelor’s Degree; Advanced Degree desirable or an equivalent combination of education and experience
• 6+ years of experience in Service Assurance, IT Operations, or Service Management, with a focus operating model
• Strong understanding of SDLC, STLC, and ITIL processes.
• Experience with test automation frameworks and CI/CD pipelines.

Nice To Haves

• Collaboration: Working with various external vendors, Internal Business team, Procurement and Legal teams.

Responsibilities

• Define and implement the overall strategy for application development & maintenance and Center of excellence
• Establish frameworks, standards, metrics, and best practices aligned with organizational and industry standards (ISO, CMMI, ITIL, GxP, Agile, DevOps).
• Identify opportunities to centralize best practices, reduce duplication, and increase efficiency
• Drive adoption of industry best practices and continuous improvement initiatives
• Establish governance frameworks, decision-making structures, and escalation paths
• Ensure alignment with compliance, risk management, and corporate policies
• Lead governance forums with senior stakeholders to drive accountability and transparency
• Monitor adherence to standards and take corrective actions where needed
• Monitor quality of application support, including incident, problem, change, and release management.
• Track and improve SLAs, KPIs, MTTR, defect leakage, and production stability.
• Build and drive root cause analysis (RCA) and preventive actions
• Ensure consistency across teams in delivery, tools, and operational practices
• Maintain and continuously improve process documentation, playbooks, and templates
• Partner with Engineering, Product, Operations, and Business stakeholders to ensure alignment.
• Develop stakeholder self-help resources including knowledge bases, portals, and toolkits
• Enable a “shift-left” model through scalable self-service solutions

Benefits

• medical, dental, and vision insurance
• a 401(k) with company match
• paid time off
• parental leave
• potential for performance-based bonuses depending on company and individual performance

What This Job Offers

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