Director, Business Transformation - National Customer Services (Remote)

Overview

The Director, Business Transformation will lead a national continuous improvement team supporting our national customer service and customer solutions group for Quest Diagnostics.  The Director will lead and execute transformation to drive growth, profitability, automation, and innovation.  The purpose of this role is to 1) effectively lead team to achieve all goals and 2) lead transformational projects and work to meet all Quest Diagnostics current and future needs. 

 

This is a hands-on, full-cycle role that develops, executes, and ensures the success of strategies, innovation, and services.  This role requires a strategic thinker who can develop and execute strategies and innovation to drive and lead successful outcomes.  This requires a leader with proven track record leading large-scale continuous improvement, strategy, innovation, and execution that delivers significant results.  The Director will disrupt the status quo and drive continuous improvement while collaborating effectively with the immediate team, NCS/Customer Solutions leaders and other internal stakeholders and customers.  The successful candidate will ensure Quest Diagnostics is efficient and effective in the delivery of its services, solutions, and processes while improving customer and employee satisfaction. 

Responsibilities

The Director will lead his/her own projects and working teams to effectively initiate, plan, execute, monitor, and close projects:

 

Leads projects 

• Leads projects through issues, roadblocks, and problems 
• Acts as a change agent to drive teams toward success 
• Guides team members to perform through issues and constraints 

Owns projects 

• Owns the timeline, budget, resource constraints, and deliverables/results 
• Shifts between the "big picture" and the small-but-crucial details 
• Is prepared to roll up their sleeves and work through detailed issues 

Manages projects 

• Ensures all appropriate tools are completed and used effectively (e.g., charter, Gantt chart, status updates) 

Communicates 

• Actively communicates with project sponsors and stakeholders 
• Establishes regular points of communication 
• Manages sponsor and stakeholder expectations 

Delivers the expected results 

• Performs root cause analysis on project shortfalls and takes corrective action as necessary 

 

• Applies continuous improvement tools and techniques, as well as other QMS principles and tools, toward a variety of large or complex problems. Actively identifies root causes of issues and designs solutions that address them 
• Leads efforts to implement Process Control and Management (process definition, documentation, ownership, metrics, and monitoring systems
• Facilitates workshops and target improvement events to help teams quickly achieve strategic objectives
• Works with local team members to identify and prioritize continuous improvement opportunities 
• Works with functional and site leaders as a “thought leader” to create future-state improvement roadmaps with clear, executable plans that align to the business strategy’s improvement needs.
• Works with local team members to instill effective daily work management behaviors, such as daily metric review 
• Contributes toward building a grass-roots culture of continuous improvement 
• Participates in Communities of Practice 
• Leads QMS training classes 
• Documents business processes 
• Completes requires continued learning 

Qualifications

• A Bachelor’s degree is required
• Experience managing teams is required
• At least 10 years of demonstrated experience leading large and complex projects from initiation to completion 
• Demonstrated experience using structured problem-solving skills; uses a systematic, disciplined and data-driven approach that identifies the root causes of various issues and designs solutions to resolve them 
• Demonstrated understanding of continuous improvement, process management, or system thinking 
• Demonstrated experience in core continuous improvement tools and advanced tools 
• A proven track record in facilitating discussions or workshops  
• Demonstrated ability to develop strong relationships with others 
• Demonstrated experience leading change management
• Demonstrated ability to influence business leaders 
• Advanced data analysis skills 
• Skilled in statistical analysis 
• Demonstrated experience with process management 
• Basic knowledge of VOC tools & some DFSS tools 
• General knowledge of Hoshin and b