Director Of Service Process Improvement
We are seeking an experienced Director of Service Process Improvement to lead operational efficiency, process optimization, digitalization, automation, and change management initiatives across the organization's service areas.
This leadership position is responsible for evaluating current operations, identifying improvement opportunities, and implementing scalable solutions that strengthen service quality, regulatory compliance, productivity, and the customer experience. The Director will manage cross-functional projects, oversee the IT change management team, and ensure that business process, application, and infrastructure changes are implemented in a controlled and effective manner.
The ideal candidate is a strategic and results-oriented leader with strong experience in operational efficiency, project management, process analysis, digital transformation, and team development. Experience in the healthcare industry is strongly preferred.
Key Responsibilities
Process Improvement and Operational Excellence
- Lead the evaluation, redesign, implementation, and monitoring of operational processes across customer service and related business areas.
- Identify opportunities to improve efficiency, service quality, productivity, compliance, and the customer experience.
- Develop and implement process improvement strategies using current tools, methodologies, and industry best practices.
- Lead digitalization and automation initiatives that simplify workflows and improve operational performance.
- Establish performance indicators and measurement methods to monitor service quality, operational efficiency, and project outcomes.
- Promote a culture of continuous improvement, accountability, high performance, and service excellence.
Project Management
- Lead cross-functional and interdepartmental projects to achieve business objectives and maintain compliance with applicable requirements.
- Develop detailed project plans that include scope, implementation phases, milestones, projected completion dates, responsible parties, and progress documentation.
- Monitor assigned projects to ensure their timely and effective completion.
- Identify project risks, dependencies, and operational impacts, and implement appropriate mitigation plans.
- Collaborate with departments, business units, and interdisciplinary teams to improve processes and execute organizational initiatives.
- Prepare weekly, monthly, and quarterly reports, as needed, to communicate project status, risks, results, and recommendations to senior management.
Service Quality and Training
- Design, update, and evaluate customer service training programs in accordance with business needs, operational standards, and applicable regulations.
- Develop training procedures to support new product launches, operational changes, and special projects affecting management, call centers, customer service centers, and business partners.
- Review knowledge assessments and other evaluation tools to identify learning gaps and monitor changes in employee knowledge.
- Develop strategies and programs that help supervisors achieve consistent, efficient, and effective results.
- Ensure the effective use of customer service tools, resources, processes, and programs.
- Evaluate service metrics and develop methods to measure, monitor, and improve quality and performance.
Governance and Change Management
- Coordinate and facilitate the Service Operations Committee.
- Ensure participating departments provide the required information and performance metrics and complete action plans related to identified opportunities.
- Establish and maintain an effective change management process for business processes, applications, and IT infrastructure.
- Ensure that standard changes, emergency changes, and maintenance activities follow established procedures and minimize disruption to IT and business services.
- Participate in the review of policies and procedures related to business partner management.
- Support organizational projects involving business partners, as needed.
- Maintain high-quality operational standards through effective processes, appropriate tools and techniques, and applicable industry practices.
People Leadership
- Lead, coach, train, evaluate, and develop assigned personnel.
- Establish clear expectations and monitor employee performance and work plans.
- Ensure team members fulfill their responsibilities and comply with company policies, standards, procedures, and applicable regulations.
- Provide timely feedback and take corrective action when necessary.
- Foster collaboration, professional development, accountability, and a high-performance culture.
Minimum Qualifications
Candidates must meet one of the following education and experience combinations:
Option 1
- Master's degree in Business Administration, Industrial Engineering, Finance, or a related field.
- At least five years of experience in operational process analysis, process improvement, operational efficiency, or auditing.
- At least two years of experience supervising or managing personnel.
Option 2
- Bachelor's degree in Business Administration, Industrial Engineering, Finance, or a related field.
- At least seven years of experience in operational process analysis, process improvement, operational efficiency, or auditing.
- At least four years of experience supervising or managing personnel.
Required Skills and Competencies
- Strong leadership and people-management capabilities.
- Demonstrated experience improving operational efficiency and service processes.
- Experience leading complex, cross-functional projects.
- Experience implementing digitalization and automation initiatives.
- Strong analytical, organizational, and problem-solving skills.
- Ability to evaluate performance metrics and translate findings into actionable improvement plans.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities and projects in a regulated, deadline-driven environment.
- Advanced proficiency in Spanish and English.
Preferred Qualifications
- Experience in the healthcare or health insurance industry.
- Knowledge of claims management and customer service operations.
- Experience in project management, change management, training, and process auditing.
- Lean Six Sigma Green Belt certification or equivalent process improvement certification.
Additional Responsibilities
- Maintain consistent compliance with company policies and procedures, applicable local and federal laws, and industry regulations.
- Perform other duties and responsibilities consistent with the position's education and experience requirements, as assigned.
TPIS is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans). We comply with all Federal, State and Local laws regarding nondiscrimination.
