Director, Process Excellence – Health Systems

Cencora

. Translate customer feedback, research, survey findings, market intelligence, and experience data into actionable business priorities .

Posted 11/5/2026full-timeRemote • Illinois • United StatesLead💰 $119,100 - $186,560 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Lean Six Sigma methodologies and process improvement within health systems, focusing on customer experience measurement and operational excellence. Proven ability to lead large-scale change initiatives and drive cross-functional collaboration to enhance customer-centered execution.

Highest-signal resume keywords

Lean Six Sigma CertificationHealth System ExperienceChange Management CertificationProject Management SkillsCustomer Experience Measurement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementOperational ExcellenceData-Driven Decision MakingQuality Management ConceptsEscalation ManagementWorkflow DesignStandard Operating ProceduresRoot Cause AnalysisCustomer Impact AssessmentMetrics Monitoring

Soft Skills

LeadershipCollaborationCreative Problem-SolvingEffective CommunicationAttention to Detail

Certifications & Qualifications

Lean Six Sigma CertificationPMP CertificationChange Management Certification

Industry Keywords

Health SystemsCustomer ExperienceMarket DynamicsContinuous ImprovementCustomer-Centered Execution

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Translate customer feedback, research, survey findings, market intelligence, and experience data into actionable business priorities
Identify recurring operational themes, lead root cause analysis, and drive cross-functional resolution
Prepare analysis, recommendations, and status updates for HGS leadership forums
Establish governance, accountability models, and operating disciplines for repeatable customer-centered execution
Design and maintain standardized workflows, SOPs, service levels, and escalation protocols using Lean Six Sigma methods
Strengthen customer-focused practices and continuous improvement capability within partner teams
Assess operational readiness for customer-facing initiatives and establish customer impact and readiness standards
Surface customer risks before implementation and align operational capability, field execution, and customer expectations
Partner with enterprise and transformation leaders to minimize disruption and improve adoption during change
Establish owners, measures, and review rhythms for priority customer issues
Drive closed-loop action planning through completion
Monitor operational and customer experience metrics, trigger corrective actions, and report outcomes
Track issues, dependencies, and action plans against delivery commitments to mitigate initiative risk
Represent the customer perspective on cross-functional and enterprise projects as requested
Perform related duties as assigned

Requirements

What you’ll need

Four-year bachelor's degree program required; MBA or MHA preferred
Minimum of ten (10) years of progressive responsibility in process improvement, operations excellence, or change management
Demonstrated ability to manage medium to large-scale change and improvement initiatives
Health system experience required
Lean Six Sigma certification required; Green Belt preferred
PMP or change management certification (e.g., Prosci, CCMP) preferred
Ability to exercise independent judgment and creative problem-solving in a complex, highly matrixed environment
Strong leadership, influencing, and collaboration skills
Thorough knowledge of Lean Six Sigma, continuous improvement methodologies, quality management concepts, and data-driven decision practices
Thorough knowledge of health system operations, customer needs, and market dynamics
Ability to define, implement, and maintain processes, protocols, and standards
Ability to translate ambiguous, complex customer problems into structured plans and decisions
Strong analytical, conceptual, and problem-solving skills
Knowledge of customer experience measurement, including NPS, CSAT, and voice of customer
Excellent organizational skills and attention to detail
Strong project management skills
Ability to execute sizeable projects from vision through implementation
Skill in escalation management and status communication with senior leaders
Effective verbal and written communication, including executive presentations
Understanding of Cencora business segments, including health systems, retail, alternate care, and group purchasing organizations

Benefits

Comp & perks

Medical, dental, and vision care
Backup dependent care
Adoption assistance
Infertility coverage
Family building support
Behavioral health solutions
Paid parental leave
Paid caregiver leave
Training programs
Professional development resources
Mentorship programs
Employee resource groups
Volunteer activities