|
As a key member of the Direct leadership team, the Director of Operational Excellence is tasked with spearheading lean process improvements within our Direct business. This role is crucial for establishing and maintaining process governance, identifying and implementing opportunities for improvement, and ensuring effective communication of results. Positioned at the crucial intersection of operations and contracts/compliance, this leader plays a pivotal role in shaping the efficiency and effectiveness of our business processes, and consequently the reliability of the services we provide.
|
|
Team Leadership – This role involves managing, coaching, and developing leaders and staff within the Operational Excellence function. Areas under this purview include teams such as automation, software development, and process excellence. The Director will provide leadership, mentoring, and training in general but also on the use and practice of lean methodology and process improvement tools and techniques, extending this guidance throughout the organization. Responsibilities also include the hiring and staffing of direct reports.
Continuous improvement programs – The Director will lead the design and execution of comprehensive process improvement programs. These initiatives aim to enhance customer service experiences and continuously evolve operational efficiency across key processes. The role involves identifying critical process gaps, implementing continuous improvement methodologies (both existing and new), establishing prioritization and governance frameworks, and fostering a culture of continuous improvement organization-wide. Collaboration with business leaders to build requirements and ensure proposed solutions meet business needs is essential. The Director will also communicate updates to Leadership team and relevant stakeholders.
Quality Assurance program management – Responsible for building and maintaining a robust Quality Assurance program, focused on reducing customer complaints and improving service quality through stringent QA standards and processes. This includes automated testing, feedback loops, ongoing process auditing, and leadership feedback. Maintaining a strong training and coaching program, and team to execute, is essential to secure operational improvements and enhance staff capabilities.
Software management and development – Manage the selection, implementation, and optimization of operational efficiency tools in collaboration with key stakeholders. Responsibilities include vendor negotiations and custom solution development with a key focus on data security, compliance, and maintaining a minimal yet effective ecosystem to provide reliable and personalized service to our end users.
Analytics and reporting – Responsible for the delivery and maintenance of reporting on operations and performance to stakeholders across the operation and management to aid in operational execution and performance management.
Compliance and process adherence – Assure all processes and SOPs are in compliance with our HIPAA privacy standards, all state and local laws, our Accrediting agency, OSHA, Medicare/Medicaid, Third-Party and private payor guidelines. Promotes adherence to all corporate policies, practices and compliance programs. Look for ways to improve the department and streamline processes. Conforms with Coloplast Q/EHS Policy (http://www.coloplast.com/About/responsibility/Documents/QEHS%20policy.pdf)
Other duties as assigned
|
