Head of Customer Experience & Lean Excellence

Sharp; San Diego (CA); On-site; USD 76,000 - 121,000; Full time

Job summary

Sharp Health Plan in San Diego seeks a Manager of Customer Experience and Performance Improvement to lead a team of analysts and drive top-decile performance. You’ll partner across members, providers, brokers and employers to deliver measurable improvements.

You’ll champion Lean Six Sigma, oversee change management, and translate customer feedback into sustainable business improvements for a better patient and member experience.

Qualifications

• Bachelor's degree required; 5 years in process improvement.
• Experience translating customer feedback into process improvements.
• Proficient data analysis using Excel, SPSS, R or similar.
• Data visualization skills with Tableau or similar.
• 3+ years leading cross-functional improvement efforts.
• 3+ years communicating with Executive leadership.
• Six Sigma Green Belt certification required.

Responsibilities

• Lead cross-functional process improvement initiatives across the health plan.
• Develop and monitor dashboards, KPIs and control plans.
• Coach teams in Lean Six Sigma and change management.
• Collaborate with executives to align improvements with strategic goals.
• Oversee VOC research and translate findings into actions.

Skills

Process improvement

Data analysis

Cross-functional leadership

Executive communication

Lean Six Sigma

Education

Bachelor's Degree

Tools

Excel

SPSS

R

Tableau

Job description

Sharp Health Plan in San Diego seeks a Manager of Customer Experience and Performance Improvement to lead a team of analysts and drive top-decile performance. You’ll partner across members, providers, brokers and employers to deliver measurable improvements.

You’ll champion Lean Six Sigma, oversee change management, and translate customer feedback into sustainable business improvements for a better patient and member experience.