Director, Continuous Improvement

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.The Director of Continuous Improvement is a strategic and execution-focused leader responsible for driving operational excellence, scalable growth, and member-centered continuous improvement across the Customer Experience (CX) Operations organization within Alignment Health Plan.This role champions caring, human-centered connections while leading enterprise-wide initiatives to improve efficiency, optimize processes, and enhance service delivery. The Director will oversee a team 2 direct-report Managers and operate within a highly matrixed environment, leveraging subject matter experts (SMEs) across the organization (Operations, Transformation, Appeals/Grievance, Utilization Management, Clinical, Technology, Compliance, and Analytics).The ideal candidate brings deep expertise in contact center continuous improvement methodologies, data-driven decision making, and technology enablement, coupled with a passion for delivering exceptional member experiences at scale.Job Duties/Responsibilities:Continuous Improvement & Operational ExcellenceIdentify and lead the design, execution and adaption support of a continuous improvement strategy aligned to CX and enterprise prioritiesIdentify, prioritize, and implement initiatives that deliver efficiency gains, cost optimization, and service quality improvementsApply industry best practices (Lean, Six Sigma, Agile, or equivalent) to streamline workflows and eliminate wasteEstablish a culture of continuous improvement and accountability across CX OperationsMember-Centered Experience & Caring ConnectionsEmbed a “caring connections” philosophy into the culture and all process improvements to ensure operational efficiency does not compromise empathy or member experiencePartner with CX leadership to translate voice-of-customer insights into actionable improvements that enhance member and employee satisfaction, retention, and trustEnsure initiatives align with member needs and expectationsLead the coordination and operational alignment of cross-functional engagement campaigns and promotions that drive member outreach and coordination.Partner with key teams, Marketing, Product, Clinical, Sales, STARs, Training and WFM to ensure campaigns are aligned to member journeys, business priorities, and operational outcomes.Data-Driven Insights & Performance ManagementDevelop and maintain a robust performance measurement framework to track the impact and adaption of improvement initiativesLeverage analytics to evaluate processes, identify trends, and inform decision-makingDefine KPIs, dashboards, and reporting mechanisms to monitor efficiency, quality, and member experience outcomesRegularly communicate progress, insights, and recommendations to executive leadershipTrack initiatives aligned with ROI model to ensure meeting expectations and value realizationTechnology Enablement & Business TransformationDefine and document business and functional requirements to support technology solutions that improve CX operations and member experiencePartner with DTS, Digital, Product and cross functional teams to drive tools, automation, and platform enhancementsBuild strong business cases and ROI models to justify investments in technology and process improvementsEnsure successful implementation, adoption, and value realization of new capabilitiesProgram & Initiative ManagementProvide end-to-end oversight of key improvement initiatives, including planning, prioritization, execution, and deliveryEstablish governance structures to track progress, manage risks, and ensure accountabilityOversee the implementation of new processes, ensuring sustainability and measurable outcomesDrive cross-functional alignment and execution within a matrixed organizational modelManage project execution ensuring milestones met; prepare executive level presentationsLeadership & Team DevelopmentLead, mentor, and develop team fostering a high-performance, collaborative and engaged environmentBuild capabilities in continuous improvement, analytics, and change drivers within the teamInfluence without authority across departments, leveraging SMEs to deliver large-scale initiativesPromote a culture of caring connections, innovation, inclusivity, and continuous learningJob Requirements:Experience:RequiredProven track record of delivering measurable operational improvements, member satisfaction and efficiency gainsExperience leading cross-functional initiatives in a matrixed environmentDemonstrated experience in data analysis, performance management, and KPI development and trackingExperience defining, documenting, tracking deliverables and communicating business requirements and partnering on technology implementationsPreferred:Experience in Medicare Advantage or regulated healthcare environmentsCertification in Lean Six Sigma Black Belt or equivalentFamiliarity with Customer Experience/Dialer platforms, CRM systems, workflow automation, and analytics toolsStrong understanding of member experience, contact center operations, or service delivery modelsEducation:Required: Bachelor’s degree in Business, Healthcare Administration, Operations, or related field.Preferred: Master’s degree in Business, Healthcare Administration, Operations, or related fieldTraining:Required: NoneSpecialized Skills:Required:Exceptional leadership, communication, and stakeholder management skillsExpertise in process improvement methodologies (Lean, Six Sigma, Agile)Licensure:Required: NonePreferred: NoneEssential Physical Functions: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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.Pay Range: $130,332.00 - $195,498.00Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email View email address on click.appcast.io. #J-18808-Ljbffr