Director, Process Excellence - Health Systems

Value Apothecaries; United States; On-site; USD 150,000 - 210,000; Full time

Job summary

Cencora, a leader in health solutions, seeks a Director Process Excellence to translate customer insight into prioritized, scalable improvements across Health Systems & Government Services. Lead governance, implement Lean Six Sigma, DMAIC, value stream mapping, and drive cross-functional change in a large, matrixed organization to improve customer experience, loyalty, and overall performance.

You will mentor teams, establish readiness standards, and partner with executives to minimize disruption

Qualifications

• Broad-based experience in large, complex organizations with responsibility for process improvement.
• Health system experience required.
• Lean Six Sigma certification required, Green belt preferred.
• PMP or change management certification preferred.

Responsibilities

• Convert customer insights into prioritized process improvements with leadership.
• Lead root cause analysis and cross-functional resolution.
• Prepare analyses and recommendations for leadership forums.
• Establish governance and accountability for customer-centered execution.
• Design standardized workflows and SOPs using Lean Six Sigma methods.

Skills

Independent judgment

Creative problem solving

Leadership

Influencing

Collaboration

Analytical thinking

Health system operations

Education

Lean Six Sigma certification

PMP certification

Change management certification (Prosci/CCMP)

Tools

DMAIC

Value stream mapping

Control plans

SOP design

Job description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Job Details

The Director Process Excellence is responsible for translating customer insight into prioritized process improvements across Health Systems & Government Services (HGS). This role builds the governance, operating disciplines, and accountability models that make customer-centered execution repeatable and scalable, assesses operational readiness for customer-facing change, and surfaces customer risk before implementation. Partners closely with the Vice President, Customer Excellence to drive measurable, sustained improvements in customer experience, retention, loyalty, and responsiveness. The incumbent applies Lean Six Sigma methods and health system operating expertise, collaborates with multiple cross-functional departments, and drives action on customer insights that Strategic Initiatives generates.

Primary Duties and Responsibilities

• Converts customer feedback, research, survey findings, market intelligence, and experience data into actionable business priorities in partnership with the Vice President, Customer Excellence and Strategic Initiatives.
• Identifies recurring operational themes requiring intervention; leads root cause analysis and drives cross-functional resolution.
• Prepares analysis, recommendations, and status for HGS leadership forums to support customer-driven prioritization and resource decisions.
• Establishes governance, accountability models, and operating disciplines that make customer-centered execution repeatable across functions and customer segments.
• Designs and maintains standardized workflows, standard operating procedures (SOPs), service levels, and escalation protocols using Lean Six Sigma methods such as DMAIC, value stream mapping, and control plans.
• Strengthens consistent customer-focused practices and builds continuous improvement capability within partner teams.
• Assesses operational readiness for customer-facing initiatives and establishes customer impact assessment and readiness standards.
• Surfaces customer risks before implementation and aligns operational capability, field execution, and customer expectations.
• Partners with enterprise and transformation leaders to minimize disruption and improve adoption during periods of change.
• Establishes owners, measures, and review rhythms around priority customer issues and drives closed-loop action planning through completion.
• Monitors operational and customer experience metrics, triggers corrective actions, and reports outcomes that demonstrate stronger experience, retention loyalty, and responsiveness.
• Tracks issues, dependencies, and action plans against delivery commitments to mitigate initiative risk.
• May serve on cross-functional and enterprise projects as requested to represent the customer perspective.
• Performs related duties as assigned.

Experience and Educational Requirements

• Requires broad-based experience in large complex organizations with responsibility for key functional operations such as process improvement, operations excellence, or change management, and demonstrated ability to effectively manage medium to large-scale change and improvement initiatives.
• Health system experience required.
• Lean Six Sigma certification required, Green belt preferred
• PMP or change management certification (e.g., Prosci, CCMP) preferred.

Minimum Skills, Knowledge and Ability Requirements

• Ability to exercise independent judgment and creative problem-solving techniques in a complex highly matrixed environment.
• Strong leadership, influencing, and collaboration skills necessary to navigate broadly across a multitude of internal departments and organizational levels without direct authority.
• Thorough knowledge of Lean Six Sigma and continuous improvement methodologies, quality management concepts, and data-driven decision practices.
• Thorough knowledge of health system operations, customer needs, and market dynamics.
• Ability to define, implement, and maintain processes, protocols, and standards to drive performance and execution.
• Ability to translate ambiguous, complex customer problems into structured plans and decisions.
• Strong analytical, conceptual, and problem-solving skills to evaluate business problems and apply knowledge to identify appropriate solutions.
• Knowledge of customer experience measurement (e.g., NPS, CSAT, voice of customer).
• Excellent organizational skil