Director, Process Excellence

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The Director of Process Excellence (Director) plays a crucial role in managing the successful execution and operational readiness of all KnippeRx client programs. The Director is responsible for execution of complex new program implementations, ensuring alignment across pharmacy operations, patient support services, technology teams and client services.

In this role, the Director is responsible for managing the team comprised of project managers and process analysts.   The team manages all new client service line implementations, technology enhancements, program closeouts and product removals. They ensure that programs are launched in a manner that is operationally sound, cost-efficient, and aligned with both internal capacity and external client expectations. This includes managing cross-functional teams, timelines, risk mitigation strategies, and stakeholder communications.

Full Time remote role with the ability to travel if necessary.

• Manage all program implementations for new client engagements and service expansions, ensuring delivery on time, within budget and scope as outlined in the agreement.
• Manage all program closeouts and product removals as outlined in applicable change requests.
• Serve as the escalation point for clients and all implementation workstreams including CRM configuration, technology integration, SOP readiness, licensing compliance, and workforce training.
• Coordinate workstream team members and external stakeholders to ensure alignment across pharmacy, operations, IT, compliance, and client services.
• Monitor and report implementation progress and proactively manage risks and issues.
• Support development, implementation and maintenance of standardized implementation methodologies, action plans, presentations, pipelines and all templates as determined.
• Develop, implement and maintain a new team member onboarding training guide to support new team member onboardings.
• Create and maintain operating procedures (SOP) to standardize implementation team processes and ensure team members are adequately trained to complete daily responsibilities.
• Implement project management online software and become a subject matter expert to support implementation of new processes and functionality.
• Develop and maintain project management online software SOPs and training checklist to ensure team members maintain proficiency with utilizing the project management software.
• Participate in all internal and external implementation meetings, understanding the status of the project, providing support to team members, supporting client communication and supporting issue resolution and mitigation.
• Ensure continuous improvement of the implementation process based on lessons learned, observations, operational feedback and client surveys.
• Ensure successful client relationships and overall implementation satisfaction is maintained and measured through verbal/written communication, client surveys and feedback, while mitigating concerns for timely resolution.

People Leadership

• Lead a diverse team of project managers and process analysts.
• Promote a performance-driven culture grounded in accountability, problem-solving, and continuous learning.
• Mentor and develop high-potential talent to support succession planning.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• Bachelor’s degree required; advanced degree (MBA, MHA, or equivalent) preferred.
• 5+ years of management experience in healthcare operations, pharmacy services, or process improvement roles.
• Proven track record of leading large-scale implementations in a healthcare environment.
• Strong background in Lean, Six Sigma, or other process improvement methodologies.
• Exceptional project management skills with experience in cross functional program implementations.
• Ability to analyze complex operational data and translate insights into actionable strategies.
• Strong communication skills, with the ability to influence at all levels of the organization.
• Experience working with CRM, ERP, pharmacy management systems; Salesforce and experience strongly preferred.

KNOWLEDGE, SKILLS & ABILITIES

• Passion for implementation and performance improvement.
• Strong analytical and problem-solving capabilities.
• Skilled in balancing operational discipline with flexibility to meet evolving client needs.
• Commitment to compliance, quality standards, and best practices in service delivery.

• Results-oriented, with a focus on driving organizational performance and operational efficiency.
• Adaptable and resilient in a fast-paced, evolving healthcare environment.
• Collaborative and inclusive leader with the ability to influence at all levels of the organization.

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Use of phone for communication
• Noise and/or vibrations exposure
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch

• Ability to travel out of state 10%

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knipper Health is an equal opportunity employer.