Associate Director, Process Improvement

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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 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.

Key responsibilities include:

• 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.

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Required 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.

Preferred Qualifications

• Advanced degree (MBA, MHA, or related)

• Certification in process improvement (Lean Six Sigma, PMP, or similar)

• Experience working directly with government or military stakeholders.

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

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.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental…