[Hiring] Associate Director, Process Improvement @CenterWell

Role Description

The Associate Director, Process Improvement is responsible for evaluating the effectiveness of existing business processes and leading the development of sustainable, repeatable, and measurable improvements. This role oversees a team of process improvement professionals and CRM User Acceptance Testing (UAT) testers, with accountability for ensuring CRM-related processes are well documented, thoroughly tested, and continuously optimized to improve both operational efficiency and the consumer experience.

This leader provides strategic support to the VA contract with a focus on product and process implementation, service operations, contract compliance, and continuous improvement through design thinking, process mapping, and process modeling. The role is accountable for driving ongoing process improvement efforts and requires a strong understanding of how organizational capabilities connect across the enterprise. The Associate Director is also expected to partner across both lines of business to identify, share, and implement best practices and lessons learned from one area to the other.

• Leading a team of process improvement professionals and CRM UAT testers to advance process optimization, testing effectiveness, and quality outcomes.
• Developing and executing strategic plans for customer service operations and leading change initiatives across the organization.
• Ensuring processes are comprehensively documented and routinely assessed across people, process, and technology to identify and implement improvement opportunities.
• Supporting transition-in activities for VA, including coordination and delivery of government-required deliverables in partnership with the Transition Leadership team.
• Promoting compliance, consistency, and operational excellence.
• Applying strong leadership, communication, technical expertise, and innovative solution design to improve performance, mitigate risk, and achieve compliance and financial objectives.

This role requires a strategic, forward-thinking leader who can drive change, foster continuous improvement, and balance operational efficiency with an enhanced consumer experience.

Our government contract requires US Citizenship for this position.

Qualifications

• Minimum 8 years' experience in process improvement, business operations, or program management in healthcare or government contracting.
• Demonstrated ability to lead cross-functional teams, including process improvement professionals and CRM UAT testers.
• Proven track record in strategic planning, change leadership, and organizational transformation.
• Experience managing large-scale contract transitions and implementations (e.g., TRICARE, VA).
• Advanced proficiency in process improvement methodologies (Lean, Six Sigma), process mapping, and CRM/UAT processes.
• Strong leadership, analytical, and communication skills, with knowledge of government contract compliance and stakeholder engagement.

Requirements

• Advanced degree (MBA, MHA, or related).
• Certification in process improvement (Lean Six Sigma, PMP, or similar).
• Experience working directly with government or military stakeholders.

Benefits

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave).
• Short-term and long-term disability.
• Life insurance and many other opportunities.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$126,300 - $173,700 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.