SR Director, Process Excellence

At Zelis, we Get Stuff Done. So, let's get to it!

A Little About Us

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.

A Little About You

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

Key Responsibilities

Product Development Strategy & Prioritization

• Set the strategy and operating model for intake and prioritization of initiatives across Pricing Solutions.
• Own the Pricing Solutions strategy for centralized intake of all product development initiatives across the organization
• Define scalable frameworks and governance standards for evaluating, triaging, and routing incoming requests
• Drive data-driven prioritization strategy, leveraging analytics to inform executive decision-making and ensure alignment with enterprise objectives
• Establish and facilitate a structured stage-gate governance model, including leadership review forums to align on priorities, trade-offs, and sequencing

Process Transformation & Change Management

• Drive organizational change management efforts to ensure adoption of new processes, tools, and governance models
• Set Pricing Solutions standards for end-to-end workflow documentation, ensuring consistency and repeatability across teams
• Act as a change agent, influencing stakeholders and driving alignment across complex, cross-functional environments

Performance Management & Operational Transparency

• Define enterprise KPI strategy and governance across Out-of-Network (OON) and other Pricing Solutions products
• Establish clear reporting frameworks to create transparency, accountability, and performance visibility for leadership
• Provide executive-level insight into performance trends, identifying risks, bottlenecks, and strategic opportunities for improvement
• Direct the development of executive-level dashboards and reporting mechanisms to support ongoing governance

Operational Efficiency & Continuous Improvement

• Set the strategic direction for operational efficiency by leveraging data, performance trends, and insights from the Operations Analysis function to identify priority areas for improvement across the organization.
• Provide leadership and oversight to Operational Analysts responsible for evaluating operational performance, identifying recurring trends, constraints, root causes, and emerging opportunities to improve efficiency, quality, throughput, and scalability.
• Translate analytical findings into clearly defined improvement opportunities, ensuring areas of focus are prioritized based on business impact, operational risk, customer impact, and strategic value.

Quality, Performance & Enablement Leadership

• Provide strategic leadership & oversight to the Quality, Performance & Enablement team, responsible for building and leading a comprehensive Enablement function across Pricing Solutions, anchored in Quality, Performance, and Training.
• Set the vision and expectations for a mature, data-driven Quality program that provides meaningful visibility into operational performance, identifies trends and systemic opportunities, and creates actionable insights that improve quality and business outcomes.
• Guide the development of a modern Quality framework that leverages operational data, analytics, and AI to enhance monitoring capabilities, identify emerging patterns and risks, strengthen root-cause analysis, and enable more proactive performance management.
• Sponsor the development of a foundational Training and Enablement program for Pricing Solutions, establishing consistent approaches for onboarding, role-based learning, ongoing development, knowledge reinforcement, and readiness as processes and business requirements evolve.
• Ensure Quality and Training operate as an integrated feedback loop, using quality findings, operational performance data, and identified trends to inform training priorities, process improvements, coaching opportunities, and broader enablement strategies.
• Set the vision to establish the governance, standards, measurement frameworks, and operating rhythms necessary to scale the Enablement function and demonstrate measurable impact on quality, accuracy, associate performance, and operational outcomes.
• Serve as executive sponsor for the continued evolution of Quality, Performance & Enablement, removing organizational barriers, facilitating cross-functional partnership, and ensuring the function remains aligned with Pricing Solutions' strategic and operational priorities.

Value Realization & Financial Partnership

• Establish, track, and report on success metrics tied to both operational and financial outcomes
• Partner closely with Finance to quantify business impact, including cost savings, efficiency gains, and ROI
• Monitor performance post-implementation/delivery (e.g., 90-day reviews) to ensure expected outcomes are achieved and sustained

People Leadership & Organizational Capability

• Lead and develop a multi-layered teams, including people leaders and senior professionals, setting clear expectations and accountability for business and team outcomes.
• Build organizational capability through talent development, succession planning, coaching, performance management, and thoughtful workforce and organizational design.
• Develop leaders who effectively translate strategy into execution, lead through change, and create high-performing teams grounded in accountability, collaboration, continuous improvement, and innovation.
• Assess current and future talent and capability needs and evolve team structure, skills, and capacity to support Pricing Solutions' strategic priorities.
• Foster an inclusive, high-performing culture that encourages continuous learning, responsible adoption of AI and new ways of working, and development of future leaders.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

Zelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership team. In-office work and activities vary based on work and team objectives in accordance with Company policies.

While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in-office presence is guided by team and business needs rather than a fixed weekly schedule.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.