Associate Director – Process Design, Optimization

Jobtailor; Deutschland; Vor Ort; EUR 110.000 - 150.000; Vollzeit

Zusammenfassung

Jobtailor seeks a seasoned leader to drive strategic process design improvements within patient and agent journeys. You will shape current-state mappings, define scalable future-state operating models, and standardize workflows to boost efficiency and patient experience.

You will lead cross-functional teams, ensure regulatory compliance, and coach teams in structured problem solving. Expect up to 25% travel and close collaboration with HUB/pharmacy systems.

Qualifikationen

• Bachelor's degree required.
• 8+ years in process design, improvement, operations excellence, customer experience or contact center/patient services.
• Strong written and verbal communication; able to present executive-ready updates.

Aufgaben

• Lead development and execution of strategic process design initiatives aligned to organizational priorities and transformation goals.
• Own discovery, mapping and ongoing maintenance of current-state patient and agent journeys.
• Define and evolve future-state operating models that support scalability, efficiency, and differentiated patient experience across programs.
• Standardize key workflows, decision trees, and handoffs to improve right-first-time execution and reduce rework/defects.
• Oversee delivery of key components of the strategic plan, ensuring initiatives are executed effectively through cross-functional teams and/or external partners.
• Provide directional leadership, enabling project teams to deliver on defined objectives.
• Gain a deep understanding of HUB and pharmacy systems and their integrations, ensure proper flow of referrals between systems, and liaise with technology teams on ways to optimize.
• Lead and influence matrixed teams, ensuring alignment with priorities and delivery expectations.
• Ensure processes and operating models adhere to regulatory, compliance, and quality standards, including patient privacy and documentation requirements.
• Coach teams on structured problem solving, process thinking, and change adoption.
• Serve as submission owner through demand intake process.
• Up to 25% travel

Kenntnisse

Process design

Process improvement

Operations excellence

Customer experience

Project leadership

Cross-functional teams

Communication

Ausbildung

Bachelor's Degree

Jobbeschreibung

Responsibilities

• Lead the development and execution of strategic process design initiatives aligned to organizational priorities and transformation goals
• Own the discovery, mapping and ongoing maintenance of the current-state patient and agent journeys
• Define and evolve future-state operating models that support scalability, efficiency, and differentiated patient experience across programs
• Standardize key workflows, decision trees, and handoffs to improve right-first-time execution and reduce rework/defects
• Oversee the delivery of key components of the strategic plan, ensuring initiatives are executed effectively through cross‑functional teams and/or external partners
• Provide directional leadership, enabling project teams to deliver on defined objectives
• Gain a deep understanding of HUB and pharmacy systems and their integrations, ensure proper flow of referrals between systems, and liaise with technology teams on ways to optimize
• Lead and influence matrixed teams, ensuring alignment with priorities and delivery expectations
• Ensure processes and operating models adhere to regulatory, compliance, and quality standards, including patient privacy and documentation requirements
• Coach teams on structured problem solving, process thinking, and change adoption
• Serve as submission owner through demand intake process
• Up to 25% travel

Requirements

• Bachelor's Degree
• A minimum of 8 years of progressive experience in process design, process improvement, operations excellence, customer experience, and/or contact center/patient services operations
• Deep knowledge of patient support programs, HUB operational workflows and patient access and affordability solutions (such as reimbursement services, free drug program and pharmacy services)
• Demonstrated ability to solve problems, design and successfully deploy workflow enhancements
• Strong written and verbal communication skills; ability to synthesize complex work into executive‑ready updates

Core Competencies

Demonstrates expertise in process design and improvement, with a focus on patient support programs and operational workflows. Proven ability to lead cross‑functional teams and ensure compliance with regulatory standards while enhancing customer experience.