Process Excellence Senior Director
One Call

Process Excellence Senior Director

Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you're joining our care coordination team or playing a supporting role, the work you do every day helps us collectively reach our mission of "getting people the care they need when they need it." We believe that by staying committed to our core values of Think Big, Go Fast, Deliver Awe,and Win Together, we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.

Salary Range: $116100 - $191500 Salary

This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $116100 - $191500 Salary

Benefits Summary:
In return for your commitment to our company's mission, we offer a vast array of benefits to help support the whole you.

• Opportunities to work from home

• Competitive wages with opportunities to earn annual merit increases

• Paid development hours to use for professional and community development!

• 18 days of Paid Time plus 8 company holidays, and 2 personal days per year

• $1,000 Colleague Referral Program

• Enterprise Recognition Program rewarding colleagues for their extraordinary work

• Exclusive discounts on travel, activities, and merchandise via work discount program

• Colleague Assistance Program that provides free counseling and financial services

• Tuition Reimbursement Program including certifications

• Quantum Health: A healthcare navigation platform to help our colleagues make the best, most cost-effective healthcare decisions

• Medical, dental, and vision insurance

• Pre-Tax FSA and HSA health savings accounts

• 401(k) matching

• Company paid life insurance

• Company paid short term and long-term disability

• Healthcare concierge

• Pet Insurance

• The One Call Foundation which aims to help colleagues during unexpected emergencies, from car accidents to natural disasters.

JOB SUMMARY:

This position is responsible for identifying and assisting in the execution of major operational and strategic initiatives to drive business process improvement with multi-million-dollar ROI. Organize and strategize with leadership to identify and develop strategic initiatives tied to customer satisfaction, cost effectiveness, and improved throughput and other KPIs as determined. Acts as an organizational process improvement champion who leads departmental and cross-functional teams through all aspects of the continuous improvement effort using Lean, Six Sigma and other effective strategies and methodologies.

GENERAL DUTIES & RESPONSIBILITIES:

Key Outcomes Expected: Improved results as measured by increased throughput, reduced costs delivering sustainable impact to the bottom line.

Process Transformation and Efficiency 35%

• Drive large-scale improvements to streamline implementations and reduce disruptions.
• Analyze data and process metrics to identify areas for improvement across the organization.
• Through collaborative efforts, prioritize improvement opportunities.
• Plan, organize, monitor and control projects to ensure the effective use of resources and adherence to project management standards and reporting requirements.
• Influence the development of new business approaches and concepts to maximize efficiencies.
• Establish goals, objectives, and project management approach for process improvement opportunities selected to move forward.
• Drive the operationalization of project outcomes leading to long term improvement sustainability.
• Participate on or lead larger, more complex departmental and/or divisional projects.

• Set the strategic goals and manage resources to ensure the timely and compliant execution across project life cycle.
• Proactively address risks to maintain smooth operations and enhance the customer experience.
• Working collaboratively with internal communications, develop training and communication plans that ensure smooth transitions and position teams for sustained success post-implementation.
• Design and maintain reporting to track progress of projects.
• Provide regular, strategic updates to executives and key stakeholders on implementation progress, impact, and metrics. Offer insights that support decision-making and align with company-wide objectives.
• Provide insights to process owners/managers, fostering autonomy, advanced problem-solving, and adaptability within the teams to drive sustainable change.

• Establish solid relationships with all business groups to understand on-going business needs. Identify potential improvements in processes and then develop and implement new procedures needed to support changes, efficiencies and expense reduction in the business.
• Align operational requirements, process improvement initiatives and client requirements to achieve overall business objectives; works with other department leads to infuse the lean culture into the Ops organization.
• Partner with Executive Management to establish strategic objectives for efficiency and cost savings driven projects.
• Own the creation of ongoing training and delivery of future process improvement education to the organization.

• Responsible for the timely delivery of functional area's commitments.
• Review objectives to determine success of operations, schedules and budgets.
• Ability to be self-guided with very little instruction.

• Bachelor's Degree or equivalent combination of education, training, and experience.
• Minimum of Seven (7) years of relevant process re-engineering and project management experience.
• 5+ years of experience in project or program management, ideally with a customer facing component.
• 5+ years of direct team management experience.
• Proven success in leading large-scale projects, with a focus on operational efficiency, change management, and improvement of customer experience.
• Excels in a fast-paced, high-growth, tech-driven environment, managing multiple priorities simultaneously.
• Six Sigma and Net Promoter Score experience a preferred.
• Communicates ideas both verbally, in written form and via presentation in a clear, concise, and professional manner appropriate to audience including executive levels.
• Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public.
• Proficient in Microsoft Office suite of applications, CRM software, and data visualization tools.

• If working with federal government contract clients, employee is required to receive federal government clearance for handling sensitive information. Employee is also required to receive annual security awareness training.
• For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.
• The employee is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height).
• Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus.
• The work environment utilizes florescent lighting; noise level is moderate.
• The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.
• Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.
• Occasional travel may be required for this position.
• Please be advised this job description is subject to change at any time.