Director of Continuous Improvement

Job Summary

Driving operational excellence in a fully remote environment, the full-time Director of Continuous Improvement will lead strategic initiatives to enhance member-centered experiences, optimize processes, and implement continuous improvement methodologies across the Customer Experience Operations organization.

Key responsibilities

• Identify and implement continuous improvement strategies aligned with enterprise priorities to enhance efficiency and service quality
• Develop a performance measurement framework to track the impact of improvement initiatives and communicate insights to executive leadership
• Lead, mentor, and develop a team while fostering a culture of collaboration and continuous learning

Required qualifications

• Bachelor's degree in Business, Healthcare Administration, Operations, or related field
• Proven track record of delivering measurable operational improvements and member satisfaction
• Experience leading cross-functional initiatives in a matrixed environment
• Demonstrated expertise in process improvement methodologies such as Lean, Six Sigma, or Agile
• Strong understanding of data analysis, performance management, and KPI development