Director, Process Excellence – Health Systems

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🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $119.1k - $186.6k / year

⏰ Full Time

🔴 Lead

👔 Director

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Cencora

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Cencora is a company dedicated to improving the health and well-being of both people and animals globally. Built on the legacy of AmerisourceBergen, Cencora offers a wide range of industry-leading solutions that encompass specialty logistics, warehousing, drug research, clinical development support, and more. They provide commercialization and patient access support and offer wholesale and specialty distribution services. Cencora serves a diverse clientele, including pharmaceutical companies, physician practices, pharmacies, and health systems. The company also extends its services to animal health, managing operations and delivering products for animal pharmaceutical care. With a strong global footprint, Cencora aims to reshape healthcare delivery through innovative products and solutions, striving to create healthier futures for all.

📋 Description

• 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

• 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

• 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

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