Associate Director, Process Improvement

Become a part of our caring community This position is created specifically to assist with Humana’s efforts to secure and, if awarded, transition into a new business opportunity. Please note that continued employment in this role is expressly contingent upon Humana’s receipt of the business opportunity and a satisfactory transition into the work. In the event Humana does not pursue the opportunity or determines that a timely and satisfactory transition cannot be achieved, employment may be subject to termination. The Associate Director, Process Improvement is responsible for evaluating the effectiveness of existing business processes and leading the development of sustainable, repeatable, and measurable improvements. This role oversees a team of process improvement professionals and CRM User Acceptance Testing (UAT) testers, with accountability for ensuring CRM-related processes are well documented, thoroughly tested, and continuously optimized to improve both operational efficiency and the consumer experience. This leader provides strategic support the VA contract with a focus on product and process implementation, service operations, contract compliance, and continuous improvement through design thinking, process mapping, and process modeling. The role is accountable for driving ongoing process improvement efforts and requires a strong understanding of how organizational capabilities connect across the enterprise. The Associate Director is also expected to partner across bo