Note: The job is a remote job and is open to candidates in USA. Molina Healthcare is seeking a Manager, Process Improvement and Operational Excellence to lead data-driven process optimization across Customer Experience, Marketing, Sales, and Agent Operations. The role partners with business, technology, analytics, and operational teams to improve workflows, support Salesforce- and Genesys-enabled initiatives, and deliver measurable operational improvements.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- * 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
- * Salesforce Administrator Certification
Benefits
- Molina Healthcare offers a competitive benefits and compensation package.
Company Overview
Company H1B Sponsorship