Job Description
The Manager, Process Improvement and Operational Excellence leads data-driven
process optimization initiatives across Customer Experience, Marketing, Sales,
and Agent Operations. This role partners closely with business, product,
technology, analytics, and operational teams to identify gaps, streamline
workflows, support Salesforce- and Genesys-enabled initiatives, and drive
measurable improvements across cross-functional outreach, campaign, reporting,
and platform processes. The ideal candidate brings strong systems expertise,
analytical rigor, and the ability to execute in complex, integrated
environments.
Key Responsibilities
Process Improvement & Operational Excellence
Lead cross-functional process improvement initiatives across Customer
Experience, Medicaid, Medicare, Marketplace, Sales, Agent Operations, and
campaign workflows.
Support customer experience processes, including Medicaid redetermination,
eligibility, member outreach, renewals, and compliance-driven campaign
execution.
Partner with business, operations, technology, analytics, reporting, and
vendor teams to align workflows and resolve process gaps.
Analyze workflows, system behavior, risks, and dependencies to identify
improvement opportunities.
Define future-state processes with clear metrics, accountability, and
measurable operational and member impact.
Systems & Platform Expertise (Required)
Serve as a Salesforce-focused subject-matter expert supporting CRM workflows,
data integrity, reporting, and operational process design.
Lead and support Salesforce enhancements through requirements definition, IT
partnership, UAT, production validation, and post-launch support.
Understand Salesforce integrations and upstream/downstream dependencies
across Evolve, lead sources, eligibility data, reporting extracts,
agent/broker data, and operational dashboards.
Partner with IT, Product, Operations, and Analytics teams to troubleshoot
issues, validate changes, and ensure Salesforce-enabled processes support
business needs.
Support Genesys telecom workflows, including outbound dialer campaigns, call
routing, disposition tracking, reporting impacts, and Salesforce integration
touchpoints.
Analytics & Insights Enablement (Support)
Translate system and operational data into actionable insights that inform
process decisions
Ensure accuracy, consistency, and usability of reporting tied to operational
workflows
Partner with analytics and reporting teams to ensure dashboards and metrics
accurately reflect operational workflows
Stakeholder Partnership & Execution
Act as a trusted partner to Sales, Agent Operations, and Member/Provider
teams
Communicate complex process and system insights clearly to both technical and
non‑technical stakeholders, including leadership
Manage timelines, dependencies, and delivery commitments across multiple
concurrent initiatives
Required Qualifications
4+ years of experience in process improvement, operational excellence,
business intelligence, or analytics roles
Required hands‑on experience supporting operational processes and data
management for the following platforms:
Salesforce (CRM)
Genesys (Telecom)
Member, Provider and Broker Portals
Proven ability to translate complex, multi‑system data into process
improvements and operational insights
Experience operating in integrated, enterprise system environments
Strong communication, organization, and problem‑solving skills
• At least 7 years of health care operations, process improvement and/or lean
management experience, or equivalent combination of relevant education and
experience.
• At least 1 year of management/leadership experience.
• Experience with Medicare, Medicaid, and Marketplace plans.• Understands key
revenue levers and cost drivers of business processes.
• Understanding of critical success factors for the industry.
• Experience designing and delivering solutions related to operational
improvement functions.
• Ability to work cross-collaboratively across a highly matrixed organization
and establish and maintain effective relationships with internal and external
stakeholders.
• Strong organizational and time-management skills ability to manage
simultaneous projects and tasks to meet internal deadlines.
• Strong verbal and written communication skills.
Preferred Qualifications
Salesforce Administrator Certification
To all current Molina employees: If you are interested in applying for this
position, please apply through the Internal Job Board.
Molina Healthcare offers a competitive benefits and compensation package. Molina
Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.