Manager, Process Improvement & Operational Excellence-Salesforce SME; Remote

The Manager, Process Improvement and Operational Excellence leads data-driven process optimization initiatives across Customer Experience, Marketing, Sales, and Agent Operations. This role partners closely with business, product, technology, analytics, and operational teams to identify gaps, streamline workflows, support Salesforce- and Genesys-enabled initiatives, and drive measurable improvements across cross-functional outreach, campaign, reporting, and platform processes. The ideal candidate brings strong Salesforce systems expertise, analytical rigor, and the ability to execute in complex, integrated environments.

• Lead cross-functional process improvement initiatives across Customer Experience, Medicaid, Medicare, Marketplace, Sales, Agent Operations, and campaign workflows.
• Support customer experience processes, including Medicaid redetermination, eligibility, member outreach, renewals, and compliance-driven campaign execution.
• Partner with business, operations, technology, analytics, reporting, and vendor teams to align workflows and resolve process gaps.
• Analyze workflows, system behavior, risks, and dependencies to identify improvement opportunities.
• Define future-state processes with clear metrics, accountability, and measurable operational and member impact.

• Serve as a Salesforce-focused subject-matter expert supporting CRM workflows, data integrity, reporting, and operational process design.
• Lead and support Salesforce enhancements through requirements definition, IT partnership, UAT, production validation, and post-launch support.
• Understand Salesforce integrations and upstream/downstream dependencies across Evolve, lead sources, eligibility data, reporting extracts, agent/broker data, and operational dashboards.
• Partner with IT, Product, Operations, and Analytics teams to troubleshoot issues, validate changes, and ensure Salesforce-enabled processes support business needs.
• Support Genesys telecom workflows, including outbound dialer campaigns, call routing, disposition tracking, reporting impacts, and Salesforce integration touchpoints.

• Translate system and operational data into actionable insights that inform process decisions
• Ensure accuracy, consistency, and usability of reporting tied to operational workflows
• Partner with analytics and reporting teams to ensure dashboards and metrics accurately reflect operational workflows

• Act as a trusted partner to Sales, Agent Operations, and Member/Provider teams
• Communicate complex process and system insights clearly to both technical and non‑technical stakeholders, including leadership
• Manage timelines, dependencies, and delivery commitments across multiple concurrent initiatives

• 4+ years of experience in process improvement, operational excellence, business intelligence, or analytics roles
• Required hands‑on experience supporting operational processes and data management for the following platforms:
• Salesforce (CRM)
• Genesys (Telecom)
• Member, Provider and Broker Portals
• Proven ability to translate complex, multi‑system data into process improvements and operational insights
• Experience operating in integrated, enterprise system environments
• Strong communication, organization, and problem‑solving skills

• At least 7 years of health care operations, process improvement and/or lean management experience, or equivalent combination of relevant education and experience.
• At least 1 year of management/leadership experience.
• Experience with Medicare, Medicaid, and Marketplace plans.
• Understands key revenue levers and cost drivers of business…