Remote Associate Director, Process Improvement

Humana Inc; Kentucky; Hybrid; USD 126,000 - 174,000; Full time

Job summary

Humana Inc. in the United States seeks an Associate Director, Process Improvement to lead CRM-related process optimization and testing initiatives, guiding a team of professionals and UAT testers.

You will ensure thorough documentation and continuous improvement aligned with government contract requirements. You will partner across business lines to share best practices, drive strategic change, and deliver measurable improvements in customer service and operational efficiency through design

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.
• Strong leadership, analytical, and communication skills, with knowledge of government contract compliance and stakeholder engagement.

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.
• This role requires a strategic, forward-thinking leader who can drive change, foster continuous improvement, and balance operational efficiency with an enhanced consumer experience.

Skills

Process improvement

Lean Six Sigma

CRM UAT testing

Leadership

Strategic planning

Change management

Education

MBA or related

Lean Six Sigma certification

PMP certification

Tools

CRM systems

Process mapping software

Job description

Humana Inc. in the United States seeks an Associate Director, Process Improvement to lead CRM-related process optimization and testing initiatives, guiding a team of professionals and UAT testers.

You will ensure thorough documentation and continuous improvement aligned with government contract requirements. You will partner across business lines to share best practices, drive strategic change, and deliver measurable improvements in customer service and operational efficiency through design