Continuous Improvement Manager Job at Blue Cross Blue Shield of Arizona (Phoenix)

Job Description

The Continuous Improvement Manager advocates new ways of doing things, challenging conventional wisdom by introducing and demonstrating proven quality improvement methodologies. This individual will coach others on the value of using the Operational Excellence (OE) tools, the impact of having optimal processes and systems, the vision of how to get there, and how it results in increased productivity and higher satisfaction for customers and employees. The Continuous Improvement Manager is a well-skilled facilitator and subject matter expert for corporate process improvement. Through coaching, mentoring, and leading large projects, they work directly with key stakeholders to identify process improvement opportunities and determine the appropriate improvement methodology.

Job Responsibility

Be a change agent, constantly challenging conventional thinking
Consult with business sponsors and stakeholders to assess new projects
Provide business analysis, design, and implementation support on critical projects
Facilitate work sessions, coach process owners in Lean/Six Sigma
Conduct SWAT team analysis
Develop process maps and translate into business requirements
Perform process optimization
Design and implement new processes
Assist with application implementation
Design customer experience via service experience blueprinting
Coordinate end-to-end process management
Perform benchmarking
Mine and analyze data
Develop and communicate business cases
Provide technical and consulting assistance
Facilitate post-event/project reviews
Complete weekly, monthly and quarterly reporting
Train and mentor other employees
Represent Operational Excellence professionally
Engage support of leaders
Lead and participate in other corporate projects as assigned
Perform all other duties as assigned

Requirements

5 years business operational experience
5 years implementing operational solutions and working collaboratively with other departments and different levels of administration
5 years process management experience with a proven track record managing process improvement and teams
3 years of experience in Project Management
High-School Diploma or GED

Nice to have

3 – 5 years of working experience with process analysis and driving Lean/Six Sigma transformation efforts that result in sustained, on-going process improvement and culture change
3 – 5 years of experience facilitating work sessions and process improvement events
5 – 7 years of experience in Customer Service, call center, finance or insurance field
1 – 3 years experience working in an agile environment including planning, stand ups, story points/backlogs, burndown charts/velocity metrics and retrospectives
Bachelor's Degree in Business or related field
Rapid Process Improvement Facilitator (required to be obtained within the first 2 years of the role)
FAST Work Session Leader (required to be obtained within the first 2 years of the role)
Six Sigma Green Belt Certification (required to be obtained within the first 2 years of the role)

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Continuous Improvement Manager

Job Description

Job Responsibility

Requirements

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