SR Director, Process Excellence

At Zelis, we Get Stuff Done. So, let’s get to it! A Little About UsZelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.A Little About YouYou bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.Position OverviewThe Sr. Director of Process Excellence sets the Pricing Solutions strategy for how Zelis designs, governs, and continuously improves the processes that drive operational efficiency, scalability, and alignment across the organization. This leader serves as a strategic partner and thought leader to Product, Technology, Finance, and Operations, establishing best-in-class frameworks that enable transparency, speed, and measurable business outcomes. This role is the critical link between strategy and execution, setting the frameworks, governance models, and organizational analysis for operational efficiencies and cross-functional alignment. The Sr. Director leads the Process Excellence organization and is accountable for building the leadership, talent, capabilities, and organizational structure required to execute the function's strategy. This includes leading through the Sr. Manager, Quality, Performance & Enablement and providing strategic direction and executive oversight for the broader Process Excellence team. In addition, this role drives continuous improvement across the business, identifying opportunities to modernize processes through automation and AI, and elevating overall performance outcomesKey ResponsibilitiesProduct Development Strategy & PrioritizationSet the strategy and operating model for intake and prioritization of initiatives across Pricing Solutions.Own the Pricing Solutions strategy for centralized intake of all product development initiatives across the organizationDefine scalable frameworks and governance standards for evaluating, triaging, and routing incoming requestsDrive data-driven prioritization strategy, leveraging analytics to inform executive decision-making and ensure alignment with enterprise objectivesEstablish and facilitate a structured stage-gate governance model, including leadership review forums to align on priorities, trade-offs, and sequencingProcess Transformation & Change ManagementDrive organizational change management efforts to ensure adoption of new processes, tools, and governance modelsSet Pricing Solutions standards for end-to-end workflow documentation, ensuring consistency and repeatability across teamsAct as a change agent, influencing stakeholders and driving alignment across complex, cross-functional environmentsPerformance Management & Operational TransparencyDefine enterprise KPI strategy and governance across Out-of-Network (OON) and other Pricing Solutions productsEstablish clear reporting frameworks to create transparency, accountability, and performance visibility for leadershipProvide executive-level insight into performance trends, identifying risks, bottlenecks, and strategic opportunities for improvementDirect the development of executive-level dashboards and reporting mechanisms to support ongoing governanceOperational Efficiency & Continuous ImprovementSet the strategic direction for operational efficiency by leveraging data, performance trends, and insights from the Operations Analysis function to identify priority areas for improvement across the organization.Provide leadership and oversight to Operational Analysts responsible for evaluating operational performance, identifying recurring trends, constraints, root causes, and emerging opportunities to improve efficiency, quality, throughput, and scalability.Translate analytical findings into clearly defined improvement opportunities, ensuring areas of focus are prioritized based on business impact, operational risk, customer impact, and strategic value.Quality, Performance & Enablement LeadershipProvide strategic leadership & oversight to the Quality, Performance & Enablement team, responsible for building and leading a comprehensive Enablement function across Pricing Solutions, anchored in Quality, Performance, and Training.Set the vision and expectations for a mature, data-driven Quality program that provides meaningful visibility into operational performance, identifies trends and systemic opportunities, and creates actionable insights that improve quality and business outcomes.Guide the development of a modern Quality framework that leverages operational data, analytics, and AI to enhance monitoring capabilities, identify emerging patterns and risks, strengthen root-cause analysis, and enable more proactive performance management.Sponsor the development of a foundational Training and Enablement program for Pricing Solutions, establishing consistent approaches for onboarding, role-based learning, ongoing development, knowledge reinforcement, and readiness as processes and business requirements evolve.Ensure Quality and Training operate as an integrated feedback loop, using quality findings, operational performance data, and identified trends to inform training priorities, process improvements, coaching opportunities, and broader enablement strategies.Set the vision to establish the governance, standards, measurement frameworks, and operating rhythms necessary to scale the Enablement function and demonstrate measurable impact on quality, accuracy, associate performance, and operational outcomes.Serve as executive sponsor for the continued evolution of Quality, Performance & Enablement, removing organizational barriers, facilitating cross-functional partnership, and ensuring the function remains aligned with Pricing Solutions' strategic and operational priorities.Value Realization & Financial PartnershipEstablish, track, and report on success metrics tied to both operational and financial outcomesPartner closely with Finance to quantify business impact, including cost savings, efficiency gains, and ROIMonitor performance post-implementation/delivery (e.g., 90-day reviews) to ensure expected outcomes are achieved and sustainedPeople Leadership & Organizational CapabilityLead and develop a multi-layered teams, including people leaders and senior professionals, setting clear expectations and accountability for business and team outcomes.Build organizational capability through talent development, succession planning, coaching, performance management, and thoughtful workforce and organizational design.Develop leaders who effectively translate strategy into execution, lead through change, and create high-performing teams grounded in accountability, collaboration, continuous improvement, and innovation.Assess current and future talent and capability needs and evolve team structure, skills, and capacity to support Pricing Solutions' strategic priorities.Foster an inclusive, high-performing culture that encourages continuous learning, responsible adoption of AI and new ways of working, and development of future leaders.Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.Location and Workplace FlexibilityZelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership team. In-office work and activities vary based on work and team objectives in accordance with Company policies.While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in-office presence is guided by team and business needs rather than a fixed weekly schedule. Equal Employment Opportunity Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. Accessibility SupportWe are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email View email address on click.appcast.io. DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.Job SummaryJob number: JR111700Profession: Operations