Associate Director of Process Design – Optimization

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Responsibilities • Lead the development and execution of strategic process design initiatives aligned to organizational priorities and transformation goals • Own the discovery, mapping and ongoing maintenance of the current-state patient and agent journeys • Define and evolve future-state operating models that support scalability, efficiency, and differentiated patient experience across programs. • Standardize key workflows, decision trees, and handoffs to improve right-first-time execution and reduce rework/defects. • Oversee the delivery of key components of the strategic plan, ensuring initiatives are executed effectively through cross-functional teams and/or external partners. • Provide directional leadership, enabling project teams to deliver on defined objectives • Gain a deep understanding of HUB and pharmacy systems and their integrations, ensure proper flow or referrals between systems, and liaise with technology teams on ways to optimize • Lead and influence matrixed teams, ensuring alignment with priorities and delivery expectations • Ensure processes and operating models adhere to regulatory, compliance, and quality standards, including patient privacy and documentation requirements • Coach teams on structured problem solving, process thinking, and change adoption • Serve as submission owner through demand intake process • Up to 25% travel Requirements • Bachelor's Degree • A minimum of 8 years of progressive experience in process design, process improvement, operations excellence, customer experience, and/or contact center/patient services operations • Deep knowledge of patient support programs, HUB operational workflows and patient access and affordability solutions (such as reimbursement services, free drug program and pharmacy services) • Demonstrated ability to solve problems, design and successfully deploy workflow enhancements • Strong written and verbal communication skills; ability to synthesize complex work into executive-ready updates.

Proven ability to lead cross-functional teams and ensure compliance with regulatory standards while enhancing customer experience. Core Competencies Demonstrates expertise in process design and improvement, with a strong focus on patient support programs and operational workflows.