Remote Associate Director, Process Improvement

Humana, Inc.; Frankfort (KY); Remote; USD 126,000 - 174,000; Full time

Benefits offered by this job

Bonus incentive plan

Job summary

Humana, Inc. is seeking an Associate Director of Process Improvement to lead a team of professionals and CRM UAT testers, driving sustainable process enhancements across customer service and operations.

The role focuses on documenting and testing processes, improving efficiency, and aligning with government contract requirements. You will partner across business lines to share best practices, oversee transition-in activities for VA contracts, ensure compliance, and lead change initiatives that

Qualifications

• Minimum 8 years' experience in process improvement, business operations, or program management in healthcare or government contracting.
• Demonstrated ability to lead cross-functional teams, including process improvement professionals and CRM UAT testers.
• Proven track record in strategic planning, change leadership, and organizational transformation.
• Experience managing large-scale contract transitions and implementations (e.g., TRICARE, VA).
• Advanced proficiency in process improvement methodologies (Lean, Six Sigma), process mapping, and CRM/UAT processes.

Responsibilities

• Leading a team of process improvement professionals and CRM UAT testers to advance process optimization, testing effectiveness, and quality outcomes.
• Developing and executing strategic plans for customer service operations and leading change initiatives across the organization.
• Ensuring processes are comprehensively documented and routinely assessed across people, process, and technology to identify and implement improvement opportunities.
• Supporting transition-in activities for VA, including coordination and delivery of government-required deliverables in partnership with the Transition Leadership team.
• Promoting compliance, consistency, and operational excellence.
• Applying strong leadership, communication, technical expertise, and innovative solution design to improve performance, mitigate risk, and achieve compliance and financial objectives.

Skills

Leadership

Process improvement

Lean Six Sigma

CRM UAT

Strategic planning

Change management

Job description

Humana, Inc. is seeking an Associate Director of Process Improvement to lead a team of professionals and CRM UAT testers, driving sustainable process enhancements across customer service and operations.

The role focuses on documenting and testing processes, improving efficiency, and aligning with government contract requirements. You will partner across business lines to share best practices, oversee transition-in activities for VA contracts, ensure compliance, and lead change initiatives that