Associate Director, Process Improvement

This position is created specifically to assist with Humana's efforts to secure and, if awarded, transition into a new business opportunity. Please note that continued employment in this role is expressly contingent upon Humana's receipt of the business opportunity and a satisfactory transition into the work. In the event Humana does not pursue the opportunity or determines that a timely and satisfactory transition cannot be achieved, employment may be subject to termination.

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.

• 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.

• 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.

• 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.