Job Description

The Senior Manager, Operational Excellence leads the team responsible for improving how orders flow end-to-end by finding, fixing, and scaling what works across the order process. This role translates operational data, frontline feedback, workforce planning inputs, and root-cause analysis into practical improvements that reduce stalled orders, strengthen standard work, and improve performance. The Senior Manager partners closely with Core Order Operations, Workforce Management, Onboarding, SOP, Quality, and Order Transformation teams to connect daily execution with sustainable process improvement and change adoption.

• Lead the Operational Excellence team in improving end-to-end order flow, with focus on stalled-order recovery, sustainability, metrics, analytics, process design, and standardization.
• Use performance data, root-cause analysis, yield trends, and operator feedback to identify process gaps, training needs, workflow barriers, and opportunities to improve order progression.
• Partner with Core Order Operations leaders to strengthen queue and workload management, standard work adherence, SLA and turnaround performance, documentation quality, and operational execution.
• Connect workforce planning, onboarding, SOPs, quality controls, and training-gap identification to measurable operational outcomes and sustainable performance improvement.
• Lead pilots, process improvement efforts, and new operating routines that test, refine, and scale practical solutions across the order process.
• Provide leadership for operational analytics resources and translate data into clear insights, recommendations, action plans, and leadership updates.
• Develop data-driven business cases and recommendations for operational, process, and technology improvements by evaluating business needs, risks, costs, benefits, and expected outcomes; present proposals to senior leaders and influence cross-functional alignment and decision-making.
• Collaborate with Order Transformation to operationalize UAT, change management, adoption activities, and future-state process changes within Order Excellence.
• Maintain and support current-state operational systems and platforms through Level 1 support, issue triage, root-cause identification, and coordination with technical and business partners; support UAT planning, execution, and validation to ensure solutions meet business needs and are ready for deployment.
• Lead change execution and sustainment by translating approved process and system improvements into documented, adopted, and monitored business practices, using metrics and stakeholder feedback to validate outcomes and drive continuous improvement.
• Build structured feedback loops between operators, managers, supervisors, quality, workforce management, onboarding, SOP, and transformation partners to ensure improvements are practical and adopted.
• Coach, develop, and support team members while reinforcing accountability, prioritization, clear communication, and continuous improvement behaviors.
• Other duties as assigned.

Qualifications

Required:

• Bachelor’s degree in business, healthcare administration, operations, analytics, or a related field; equivalent relevant experience may be considered.
• 7+ years of progressive operations, process improvement, analytics, healthcare operations, reimbursement operations, order management, or related experience.
• 3+ years of people leadership experience, including experience leading teams, projects, or cross-functional improvement work.
• Experience using operational metrics, SLAs, throughput, quality, productivity, capacity, or workforce planning data to identify issues and drive improvements.
• Experience with root-cause analysis, standard work, process documentation, SOPs, training-gap identification, or continuous improvement routines.
• Strong problem-solving and communication skills with the ability to translate complex operational issues into clear recommendations and action plans.
• Ability to collaborate across operations, quality, onboarding, workforce management, technology, transformation, and leadership stakeholders.
• Ability to travel as business needs require.

Preferred:

• Advanced degree such as MBA, MHA, or related graduate degree.
• Medical device, durable medical equipment, payer, provider, prior authorization, reimbursement, or revenue cycle operations experience.
• Lean, Six Sigma, process improvement, project management, analytics, or change management certification.
• Experience supporting large-scale transformation, technology enablement, UAT, platform adoption, or operating model change.
• Experience building dashboards, leadership routines, frontline feedback loops, or operational sustainability plans