Director Operational Excellence

JOB SUMMARY

Within Highmark, Delivery Management encompasses the comprehensive oversight and execution of projects and programs, ensuring the efficient and effective delivery of solutions and initiatives across the organization. The incumbent is responsible for maintaining and continuously improving the SOM, implementing corrective actions to ensure consistent 'green status' for all measured outcomes. This includes defining, tracking, and achieving Key Performance Indicators (KPIs) for the delivery management function, ensuring all metrics consistently meet or exceed target thresholds.

Beyond the SOM, this position oversees a portfolio of projects aimed at improving operational deficiencies and optimizing outcomes. The incumbent leads a team dedicated to providing administrative services support to the broader delivery management function.. The Director is responsible for designing, implementing, and executing strategies using Six Sigma and Agile methodologies, assessing learning gaps, and managing change to realize the value of initiatives. Furthermore, this role owns the documentation, training, and change management of the Highmark Delivery Excellence methodology across all of Delivery Management and with other external partners. The Director will lead monthly and quarterly operating reviews with key stakeholders to present performance, action plans, and progress.

ESSENTIAL RESPONSIBILITIES

• Perform management responsibilities to include, but are not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity.  Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority.
• Provides direct coaching to the executive leadership team within the organization on agile and operational effectiveness in partnership with the enterprise effectiveness team through their federated model. This person would attend leadership meetings throughout the organization to present progress, influence direction, and obtain strategic direction.
• Partner will all levels of management to assemble project teams and work groups to produce deliverables required to achieve the objectives of a defined project/program.  Works closely with Enterprise Effectiveness, Project Management and Change Office, HMHS, Advanced Analytics, and business owners to drive operational efficiencies.
• Manage the Operational Excellence department.  Develop the roadmap and priorities, define the business engagement model, and execute and deliver all identified operational improvement driven initiatives.  Work with Enterprise Effectiveness to ensure alignment on accountabilities and a consistent approach.
• Lead efforts to perform analysis of enterprise-wide practices to identify opportunities for improvement.   Access current processes and implement performance improvement programs. Manage key operational initiatives through a disciplined, customer focused, program management approach; identify and resolve project and program issues. Deliver on the core principles using Six Sigma and Agile delivery principles. 
• Other duties as assigned or requested.

EDUCATION

Required

• Bachelor's Degree

Substitutions

• 6 years of experience in an operational excellence role

Preferred

• Master's Degree in Operational Excellence, Business Administration/Management, or Clinical Programs

EXPERIENCE

Minimum

• 10 years in Project Management, to include:
• 5 years in the Healthcare Industry
• 5 years in a Leadership role
• 7 years using Lean/Six Sigma or other related disciplines

Preferred

• None

LICENSES or CERTIFICATIONS

Required

• Black Belt

Preferred

• Master Black Belt
• Agile Scrum Certification

SKILLS

• Leading change
• Written and oral presentation 
• Managing large scale projects
• Organization and prioritization
• Budget management
• Financial acumen
• People management

Language: (Other than English)

• None

Travel Requirement:

• 0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Frequently

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required 

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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