Director, Continuous Improvement

About the role

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. This strategic and execution-focused leadership role drives operational excellence, scalable growth, and member-centered continuous improvement across the Customer Experience (CX) Operations organization within Alignment Health Plan. The Director champions caring, human-centered connections while leading enterprise-wide initiatives to improve efficiency, optimize processes, and enhance service delivery.

The role oversees a team of two direct-report Managers and operates within a highly matrixed environment, leveraging subject matter experts (SMEs) across Operations, Transformation, Appeals/Grievance, Utilization Management, Clinical, Technology, Compliance, and Analytics.

Responsibilities

• Identify and lead the design, execution, and adaptation support of a continuous improvement strategy aligned to CX and enterprise priorities.
• Identify, prioritize, and implement initiatives that deliver efficiency gains, cost optimization, and service quality improvements.
• Apply industry best practices (Lean, Six Sigma, Agile, or equivalent) to streamline workflows and eliminate waste.
• Establish a culture of continuous improvement and accountability across CX Operations.
• Embed a “caring connections” philosophy into the culture and all process improvements to ensure operational efficiency does not compromise empathy or member experience.
• Partner with CX leadership to translate voice-of-customer insights into actionable improvements that enhance member and employee satisfaction, retention, and trust.
• Ensure initiatives align with member needs and expectations.
• Lead 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.
• Develop and maintain a robust performance measurement framework to track the impact and adaptation of improvement initiatives.
• Leverage analytics to evaluate processes, identify trends, and inform decision-making.
• Define KPIs, dashboards, and reporting mechanisms to monitor efficiency, quality, and member experience outcomes.
• Regularly communicate progress, insights, and recommendations to executive leadership.
• Track initiatives aligned with ROI model to ensure meeting expectations and value realization.
• Define and document business and functional requirements to support technology solutions that improve CX operations and member experience.
• Partner with DTS, Digital, Product, and cross-functional teams to drive tools, automation, and platform enhancements.
• Build strong business cases and ROI models to justify investments in technology and process improvements.
• Ensure successful implementation, adoption, and value realization of new capabilities.
• Provide end-to-end oversight of key improvement initiatives, including planning, prioritization, execution, and delivery.
• Establish governance structures to track progress, manage risks, and ensure accountability.
• Oversee the implementation of new processes, ensuring sustainability and measurable outcomes.
• Drive cross-functional alignment and execution within a matrixed organizational model.
• Manage project execution ensuring milestones are met; prepare executive-level presentations.
• Lead, mentor, and develop a team fostering a high-performance, collaborative, and engaged environment.
• Build capabilities in continuous improvement, analytics, and change drivers within the team.
• Influence without authority across departments, leveraging SMEs to deliver large-scale initiatives.
• Promote a culture of caring connections, innovation, inclusivity, and continuous learning.

Requirements

• Proven track record of delivering measurable operational improvements, member satisfaction, and efficiency gains.
• Experience leading cross-functional initiatives in a matrixed environment.
• Demonstrated experience in data analysis, performance management, and KPI development and tracking.
• Experience defining, documenting, tracking deliverables, and communicating business requirements and partnering on technology implementations.
• Bachelor’s degree in Business, Healthcare Administration, Operations, or related field.
• Exceptional leadership, communication, and stakeholder management skills.
• Expertise in process improvement methodologies (Lean, Six Sigma, Agile).

Preferred Qualifications

• Experience in Medicare Advantage or regulated healthcare environments.
• Certification in Lean Six Sigma Black Belt or equivalent.
• Familiarity with Customer Experience/Dialer platforms, CRM systems, workflow automation, and analytics tools.
• Strong understanding of member experience, contact center operations, or service delivery models.
• Master’s degree in Business, Healthcare Administration, Operations, or related field.

Essential 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.

• Regularly required to talk or hear.
• Regularly required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
• Frequently lifts and/or moves up to 10 pounds.
• Specific vision abilities required include close vision and the ability to adjust focus.

Pay

Pay range: $130,332.00 - $195,498.00. Pay range may be based on a number of factors including market location, education, responsibilities, and experience.