Director, Continuous Improvement
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Job Description
Director driving continuous improvement across Alignment Health’s senior-care CX operations. Leading member-centered process optimization, analytics, technology enablement, and cross-functional transformation.
Responsibilities:
- Lead the design, execution, and adaptation support of a continuous improvement strategy aligned to CX and enterprise priorities
- Identify, prioritize, and implement initiatives delivering efficiency gains, cost optimization, and service quality improvements
- Apply Lean, Six Sigma, Agile, or equivalent best practices to streamline workflows and eliminate waste
- Establish a culture of continuous improvement and accountability across CX Operations
- Embed a caring connections philosophy into process improvements and member experience
- Translate voice-of-customer insights into improvements supporting member and employee satisfaction, retention, and trust
- Coordinate and align cross-functional engagement campaigns and promotions for member outreach
- Develop performance measurement frameworks, KPIs, dashboards, and reporting mechanisms
- Leverage analytics to evaluate processes, identify trends, and inform decisions
- Communicate progress, insights, and recommendations to executive leadership
- Define and document business and functional requirements for technology solutions
- Partner with DTS, Digital, Product, and cross-functional teams on tools, automation, and platform enhancements
- Build business cases and ROI models for technology and process improvements
- Oversee planning, prioritization, execution, delivery, governance, risk management, and accountability for initiatives
- Oversee implementation of new processes and ensure sustainability and measurable outcomes
- Lead, mentor, and develop a team of two direct-report Managers
- Influence across departments and leverage subject matter experts to deliver large-scale initiatives
Requirements:
- Proven track record of delivering measurable operational improvements, member satisfaction, and efficiency gains
- Experience leading cross-functional initiatives in a matrixed environment
- Experience in data analysis, performance management, and KPI development and tracking
- Experience defining, documenting, and tracking deliverables; communicating business requirements; and partnering on technology implementations
- Bachelor’s degree in Business, Healthcare Administration, Operations, or related field
- Preferred: Master’s degree in Business, Healthcare Administration, Operations, or related field
- Preferred experience in Medicare Advantage or regulated healthcare environments
- Preferred certification in Lean Six Sigma Black Belt or equivalent
- Familiarity with Customer Experience/Dialer platforms, CRM systems, workflow automation, and analytics tools
- Strong understanding of member experience, contact center operations, or service delivery models
- Exceptional leadership, communication, and stakeholder management skills
- Expertise in process improvement methodologies including Lean, Six Sigma, and Agile
- No required training, licensure, or certification
- Ability to perform the stated essential physical functions, including standing, walking, sitting, talking, hearing, and lifting/moving up to 10 pounds
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