Program Director, Operational Excellence

Overview

HealthEdge is seeking a Program Director, Operational Excellence to lead a team within our Operational Excellence function. The Program Lead will drive the execution of operational excellence initiatives within and across BPaaS operations (Enrollment, Claims, and Contact Center). This role is responsible for managing complex programs, ensuring measurable improvements in cost, quality, and efficiency, and supporting the VP in scaling transformation efforts across multiple client accounts.

Key Responsibilities

• Lead execution of operational excellence initiatives across one or more vertical (Enrollment, Claims, Call Center, etc) functions for BPaaS customers.
• Manage program planning and delivery, including timelines, resource allocation, and stakeholder communication.
• Conduct operational assessments and partner with functional leaders to identify inefficiencies and improvement opportunities.
• Perform root cause analysis and develop actionable recommendations for process optimization.
• Develop and maintain program dashboards to track KPIs, cost savings, and efficiency gains.
• Coordinate cross-functional teams to implement process improvements, automation, and workflow optimization.
• Ensure standardization of processes and best practices across customer accounts.
• Collaborate with technology teams to support automation initiatives (RPA, AI/ML).
• Prepare business cases and ROI analyses for proposed initiatives.
• Drive change management efforts to ensure adoption and sustainability of improvements.
• Facilitate governance processes, including regular review cadences and escalation protocols.
• Communicate program progress and outcomes to executive stakeholders and clients.
• Mentor and develop team members within the operational excellence function.

Qualifications

• 8+ years of experience in operational excellence, process improvement, or direct operational management.
• 3+ years of leadership experience managing complex programs or initiatives.

• Deep expertise in BPaaS operations, especially in healthcare enrollment, claims processing, or contact center environments

• Proven ability to deliver measurable improvements in cost, quality, and efficiency.
• Excellent program management, analytical, and stakeholder engagement skills.
• Bachelor’s degree required; Lean Six Sigma, PMP certification, or direct process improvement experience preferred.

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.

Geographic Responsibility: While HealthEdge is located in Boston, MA you may live anywhere in the USType of Employment: Full-time, permanent

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work across multiple time zones in a hybrid or remote work environment.
• Long periods of time sitting and/or standing in front of a computer using video technology.
• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

**The annual US base salary range for this position is $136,000 to $200,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.