Program Manager, Performance Improvement

Job overview:

As a Program Manager, Performance Improvement, you will apply Lean expertise to improve care delivery operations and build lasting continuous improvement capability across care teams. You will partner with operational leaders and frontline teams to redesign workflows, strengthen standard work, and deliver measurable gains in quality, member experience, capacity, and cost to serve. You will partner with operational leaders and frontline teams to redesign workflows, strengthen standard work, and deliver measurable gains in quality, member experience, capacity, and cost to serve. You will help build AI-forward operations through deep workflow analysis and redesign, identifying where AI and automation add value and defining how people and technology work together.

This role combines hands-on Lean expertise, skilled facilitation and coaching, and disciplined project management. You will lead improvement initiatives from current-state assessment through implementation and sustainment while developing leaders and team members to increasingly lead improvement themselves. You will help teams reduce administrative burden, improve operational reliability, and preserve time for the work that matters most to members.

Your Impact:

• Lead cross-functional improvement initiatives. Partner with operational leaders to prioritize opportunities, define outcomes, and manage scope, milestones, dependencies, and risks from assessment through sustained results.
• Redesign workflows and implement standard work. Observe frontline work and facilitate process mapping, root-cause analysis, and improvement events. Help teams test changes, reduce waste and variation, and embed proven improvements into standard work.
• Strengthen daily management. Establish leader standard work, visual management, and performance-review routines that make problems visible, trigger timely escalation, and sustain improvements over time.
• Enable effective use of AI and automation. Work with operational and technology teams to assess workflow readiness, identify where technology adds value, and define clear human and technology responsibilities.
• Coach leaders and develop internal facilitators. Build Lean capability through applied improvement work, training, coaching, and co-facilitation. Share tools and effective practices through a Care Teams community of practice so teams can increasingly lead and sustain improvement themselves.
• Measure and communicate impact. Partner with operations and analytics teams to quantify improvement impact on value stream and business goals, from engagement and member experience to capacity and cost to serve. Reflect gains in capacity and staffing models and share results with stakeholders.

About you:

• You bring 7+ years of relevant experience in operational excellence, process improvement, or internal consulting, including substantial hands-on Lean experience in complex service or healthcare operations.
• You have formal training or certification in Lean or Six Sigma, with demonstrated success applying these methods.
• You have independently led cross-functional improvement initiatives from problem definition through implementation and sustained results, using strong project-management skills.
• You are proficient in process observation, value-stream mapping, A3 or equivalent structured problem solving, root-cause analysis, improvement-event facilitation, standard work, visual management, and leader standard work.
• You are a skilled facilitator and coach who engages frontline teams and senior leaders, navigates disagreement, and develops others to lead improvement.
• You have strong operational measurement skills, including baseline development, cycle-time and variation analysis, run charts, and control-chart interpretation. You evaluate efficiency gains alongside quality, service, and experience.
• You are proficient with process-mapping and collaborative facilitation tools, such as Visio, Lucidchart, or Miro, and Excel or equivalent analytical tools.
• You build trust, influence without authority, and communicate clear recommendations across organizational levels.

Bonus Points for:

• Experience in digital health, member services, contact-center operations, health coaching, or other care-delivery environments.
• Lean Six Sigma Black Belt or an advanced Lean practitioner credential.
• PMP certification.
• Experience facilitating improvement and coaching teams in a distributed or remote environment.
• Experience preparing workflows for AI or automation, including defining human oversight, exception handling, and measures of operational impact.

Zone 1: $129,720 - $162,150

Zone 2: $124,080 - $155,100

Zone 3: $112,800 - $141,000