Senior Manager, Business Process Excellence

Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or related field 8-10 years of progressive experience in process excellence, quality management, or operational improvement 3-5 years in leadership roles Direct experience with quality monitoring, scorecards, call center analytics, and coaching leaders Hands-on proficiency with quality management systems, contact center technologies, and advanced Excel/Google Sheets Understanding of healthcare regulations (HIPAA, ACA, insurance compliance) Strong executive presence with excellent facilitation, coaching, and communication capabilities Analytical mindset with experience in statistical analysis Hands-on work style with ability to context-switch between strategic planning and tactical execution Bias toward action, rapid iteration, and entrepreneurial approach Master's degree or MBA with Lean Six Sigma Black Belt certification (preferred) Additional certifications (COPC, Project Management, Change Management) (preferred) Experience in high-growth healthcare technology or insurtech with contact center operations background (preferred) Familiarity with speech analytics, AI-powered quality tools, or automation technologies (preferred)

Assist in defining and executing Business Process Excellence strategy Serve as strategic partner on operational performance and transformation Lead operational assessments and build business cases Champion continuous improvement culture Build, lead, and mentor quality analysts and continuous improvement practitioners Partner with Operations, Technology, Product, Training, and Compliance on integrated initiatives Generate executive-level quality reports Design and maintain quality scorecards and calibration standards Perform deep-dive analysis on quality trends Ensure compliance with healthcare regulations Lead process mapping exercises and rapid improvement workshops Pilot and test new processes, workflows, and scripts Conduct root cause analysis on critical failures