Associate Director of Process Design & Optimization

About the role

The Associate Director, Process Design & Optimization will lead the strategic evolution of end-to-end patient support service models, ensuring alignment with enterprise objectives and long-term growth priorities. This role is accountable for shaping and delivering components of the strategic roadmap through cross-functional leadership, driving scalable process design, and optimizing operational performance across HUB and pharmacy ecosystems.

Responsibilities

• Lead the development and execution of strategic process design initiatives aligned to organizational priorities and transformation goals
• Own the discovery, mapping and ongoing maintenance of the current-state patient and agent journeys
• Define and evolve future-state operating models that support scalability, efficiency, and differentiated patient experience across programs
• Standardize key workflows, decision trees, and handoffs to improve right-first-time execution and reduce rework/defects
• Oversee the delivery of key components of the strategic plan, ensuring initiatives are executed effectively through cross-functional teams and/or external partners
• Provide directional leadership, enabling project teams to deliver on defined objectives
• Gain a deep understanding of HUB and pharmacy systems and their integrations, ensure proper flow or referrals between systems, and liaise with technology teams on ways to optimize
• Lead and influence matrixed teams, ensuring alignment with priorities and delivery expectations
• Ensure processes and operating models adhere to regulatory, compliance, and quality standards, including patient privacy and documentation requirements
• Coach teams on structured problem solving, process thinking, and change adoption
• Serve as submission owner through demand intake process
• Up to 25% travel

Requirements

• Bachelor's Degree
• A minimum of 8 years of progressive experience in process design, process improvement, operations excellence, customer experience, and/or contact center/patient services operations
• Deep knowledge of patient support programs, HUB operational workflows and patient access and affordability solutions (such as reimbursement services, free drug program and pharmacy services)
• Demonstrated ability to solve problems, design and successfully deploy workflow enhancements
• Strong written and verbal communication skills; ability to synthesize complex work into executive-ready updates

Preferred Qualifications

• Leverage Lean / Six Sigma (Green Belt or Black Belt), Design Thinking, Human-Centered Design, or comparable process excellence certification
• Experience with journey mapping, service blueprinting, and agent workflow design in Visio
• Familiarity with healthcare/patient services compliance concepts (privacy, documentation standards, quality management practices)

Skills

• Advanced Analytics
• Customer Centricity
• Customer Relationship Management (CRM)
• Customer Retentions
• Customer Satisfaction
• Customer Support Operations
• Customer Support Platforms
• Customer Support Policies and Procedures
• Customer Support Trends
• Developing Others
• Emotional Intelligence
• Fact-Based Decision Making
• Inclusive Leadership
• Leadership
• Performance Measurement
• Process Optimization
• Standard Operating Procedure (SOP)
• Team Management

Pay

The anticipated base pay range for this position is: $122,000.00 - $212,750.00

Benefits

• For Pay Transparency Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
• This position is eligible to participate in the Company’s long-term incentive program.
• Benefits Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
• Vacation –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
• Holiday pay, including Floating Holidays –13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave – 80 hours in a 52-week rolling period
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year