Remote Senior Process Improvement Lead – CRM & Operations

CenterWell; United States; 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, Process Improvement to lead a team of process improvement professionals and CRM UAT testers.

The role focuses on documenting, testing, and optimizing CRM-related processes to improve operational efficiency and the consumer experience. The position supports the VA contract with design thinking, process mapping, and large-scale transitions, requiring strong leadership and cross-functional collaboration across lines of business.

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

Strategic planning

Lean Six Sigma

CRM UAT processes

Cross-functional leadership

Communication skills

Education

MBA / MHA or related

Lean Six Sigma certification, PMP or similar

Job description

Humana, Inc. is seeking an Associate Director, Process Improvement to lead a team of process improvement professionals and CRM UAT testers.

The role focuses on documenting, testing, and optimizing CRM-related processes to improve operational efficiency and the consumer experience. The position supports the VA contract with design thinking, process mapping, and large-scale transitions, requiring strong leadership and cross-functional collaboration across lines of business.