Director, Continuous Improvement

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The Director of Continuous Improvement is a strategic and execution-focused leader responsible for driving operational excellence, scalable growth, and member-centered continuous improvement across the Customer Experience (CX) Operations organization within Alignment Health Plan.
This role champions caring, human-centered connections while leading enterprise-wide initiatives to improve efficiency, optimize processes, and enhance service delivery. The Director will oversee a team 2 direct-report Managers and operate within a highly matrixed environment, leveraging subject matter experts (SMEs) across the organization (Operations, Transformation, Appeals/Grievance, Utilization Management, Clinical, Technology, Compliance, and Analytics).
The ideal candidate brings deep expertise in contact center continuous improvement methodologies, data-driven decision making, and technology enablement, coupled with a passion for delivering exceptional member experiences at scale.

Job Duties/Responsibilities:

Continuous Improvement & Operational Excellence

• Identify and lead the design, execution and adaption support of a continuous improvement strategy aligned to CX and enterprise priorities
• Identify, prioritize, and implement initiatives that deliver efficiency gains, cost optimization, and service quality improvements
• Apply industry best practices (Lean, Six Sigma, Agile, or equivalent) to streamline workflows and eliminate waste
• Establish a culture of continuous improvement and accountability across CX Operations

Member-Centered Experience & Caring Connections

• Embed a “caring connections” philosophy into the culture and all process improvements to ensure operational efficiency does not compromise empathy or member experience
• Partner with CX leadership to translate voice-of-customer insights into actionable improvements that enhance member and employee satisfaction, retention, and trust
• Ensure initiatives align with member needs and expectations
• Lead the coordination and operational alignment of cross-functional engagement campaigns and promotions that drive member outreach and coordination.
• Partner with key teams, Marketing, Product, Clinical, Sales, STARs, Training and WFM to ensure campaigns are aligned to member journeys, business priorities, and operational outcomes.

Data-Driven Insights & Performance Management

• Develop and maintain a robust performance measurement framework to track the impact and adaption of improvement initiatives
• Leverage analytics to evaluate processes, identify trends, and inform decision-making
• Define KPIs, dashboards, and reporting mechanisms to monitor efficiency, quality, and member experience outcomes
• Regularly communicate progress, insights, and recommendations to executive leadership
• Track initiatives aligned with ROI model to ensure meeting expectations and value realization

Technology Enablement & Business Transformation

• Define and document business and functional requirements to support technology solutions that improve CX operations and member experience
• Partner with DTS, Digital, Product and cross functional teams to drive tools, automation, and platform enhancements
• Build strong business cases and ROI models to justify investments in technology and process improvements
• Ensure successful implementation, adoption, and value realization of new capabilities

Program & Initiative Management

• Provide end-to-end oversight of key improvement initiatives, including planning, prioritization, execution, and delivery
• Establish governance structures to track progress, manage risks, and ensure accountability
• Oversee the implementation of new processes, ensuring sustainability and measurable outcomes
• Drive cross-functional alignment and execution within a matrixed organizational model
• Manage project execution ensuring milestones met; prepare executive level presentations

Leadership & Team Development

• Lead, mentor, and develop te