01Responsibilities
Lead enterprise-level TOPS implementation strategy and execution plans across assigned client portfolios, ensuring alignment to business objectives, SLA commitments, and operational prioritiesPartner with Directors, Senior Directors, and executive stakeholders to secure sponsorship, resolve barriers, and drive sustained adoption of TOPS practicesOwn governance routines, implementation milestones, risk tracking, and performance measurement for multi-team or multi-site deploymentsServe as an advanced subject matter expert in TOPS methodology, Lean, A3 thinking, process management, change management, and performance systemsCoach and mentor managers, senior managers, and program participants through implementation, sustainment, problem solving, and continuous improvement routinesAnalyze operational performance, trends, root causes, and business impacts to recommend scalable solutions and prioritize improvement opportunitiesLead development and enhancement of training materials, templates, playbooks, dashboards, and program documentation for consistent enterprise adoptionFacilitate leadership-level training and workshops, adapting content and communication style for frontline leaders through senior leadership audiencesInfluence cross-functional teams without direct authority and coordinate with operations, quality, training, analytics, and transformation partnersQuantify expected benefits, cost impacts, resource needs, and operational outcomes connected to recommended process improvementsAct as a mentor and escalation resource for less experienced analysts, TOPS leaders, and project team membersLead multiple complex projects concurrently while maintaining high quality, stakeholder communication, and timely executionComply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do soDetailed Responsibilities
Demonstrate advanced understanding of process management, total quality management, Lean, Six Sigma concepts, and A3 problem-solving methodologyConnect upstream and downstream operational impacts to client outcomes, partner experience, productivity, quality, cash, denials, aging, and service performance where applicableConvert analytics and performance insights into clear problem statements, hypotheses, countermeasures, implementation plans, and control mechanismsBuild executive-ready storylines, status updates, and recommendations that enable timely decision-makingDrive standardization across teams while allowing appropriate local process variation based on client or operational needsIdentify risks to adoption and sustainability and implement mitigation plans with accountable owners and timelinesContinuously improve TOPS program assets, governance routines, training quality, and measurement practicesRequired Qualifications:
Bachelor's degree in Business, Healthcare, Communications, Operations, or related field4+ years of experience with performance management systems, operational excellence, business analysis, process improvement, project/program management, or change managementDemonstrated experience influencing leaders and driving .
