Director, Process Excellence & Customer Experience

Cencora, Inc.; Conshohocken (Montgomery County); On-site; USD 119,000 - 187,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid parental leave

Mentorship programs

Professional development

Job summary

Cencora, Inc. in the United States seeks a Director of Process Excellence to translate customer insights into prioritized improvements across Health Systems & Government Services.

You will establish governance, drive Lean Six Sigma-based change, and ensure scalable, customer-centered execution. You'll lead cross-functional teams, measure impact on experience, retention, loyalty, and respond to leadership needs with data-driven decisions.

Qualifications

• Requires broad-based experience in large complex organizations with process improvement, operations, healthcare administration, or related roles.
• Requires ten (10) years of progressive responsibility in process improvement or change management.
• Health system experience required.
• Lean Six Sigma certification required; Green belt preferred.
• PMP or change management certification preferred.

Responsibilities

• Translate customer feedback, research, and market intelligence into actionable business priorities.
• Lead root cause analysis and cross-functional resolution.
• Establish governance and accountability models for customer-centered execution.
• Design and maintain standardized workflows, SOPs, and service levels using DMAIC and value stream mapping.
• Monitor metrics and drive actions to improve customer experience and loyalty.

Skills

Leadership

Analytical thinking

Change management

Cross-functional collaboration

Communication

Education

Bachelor's degree

MBA or MHA

Lean Six Sigma Certification

PMP or change management certification

Job description

Cencora, Inc. in the United States seeks a Director of Process Excellence to translate customer insights into prioritized improvements across Health Systems & Government Services.

You will establish governance, drive Lean Six Sigma-based change, and ensure scalable, customer-centered execution. You'll lead cross-functional teams, measure impact on experience, retention, loyalty, and respond to leadership needs with data-driven decisions.