Director, Process Excellence & Customer Experience

Cencora, Inc.; United (PA); On-site; USD 119,000 - 187,000; Full time

Job summary

Cencora, Inc. is seeking a Director of Process Excellence to translate customer insight into prioritized process improvements across Health Systems & Government Services. The role builds governance and operating disciplines, assesses readiness, and surfaces risk before implementation.

The incumbent applies Lean Six Sigma methods, partners with senior leadership, and drives sustained improvements in customer experience, retention, and responsiveness across multiple departments.

Qualifications

• Requires a four-year bachelor's degree; MBA/MHA preferred.
• Lean Six Sigma certification is required; Green belt preferred.
• PMP or change management certification preferred.

Responsibilities

• Converts customer feedback, research, survey findings, market intelligence, and experience data into actionable priorities with executive leadership.
• Identifies recurring operational themes; leads root-cause analysis and drives cross-functional resolution.
• Prepares analysis, recommendations, and status for HGS leadership forums to support prioritization and resource decisions.
• Establishes governance, accountability models, and operating disciplines across functions and customer segments.
• Designs and maintains standardized workflows, SOPs, service levels, and escalation protocols using DMAIC and value-stream mapping.
• Monitors metrics and drives corrective actions to improve customer experience and loyalty.

Skills

Independent judgment

Leadership & collaboration

Lean Six Sigma knowledge

Health system operations

Process definition & standards

Problem solving & analytics

Customer experience metrics

Executive communication

Project management

Cross-functional influence

Understanding of healthcare segments

Education

Bachelor's degree

MBA or MHA preferred

Lean Six Sigma certification

Green belt preferred

PMP or change management cert. preferred

Tools

None

Job description

Cencora, Inc. is seeking a Director of Process Excellence to translate customer insight into prioritized process improvements across Health Systems & Government Services. The role builds governance and operating disciplines, assesses readiness, and surfaces risk before implementation.

The incumbent applies Lean Six Sigma methods, partners with senior leadership, and drives sustained improvements in customer experience, retention, and responsiveness across multiple departments.