Senior Director, Performance Excellence

Role The Senior Director of Performance Excellence is an internal, cross-functional leader responsible for identifying and advancing opportunities to standardize, optimize, and automate how work is performed across the business. The role connects strategy, operations, technology, analytics, and client-facing functions to improve operational performance, scalability, quality, employee effectiveness, and client outcomes. Operating horizontally across the organization, the Senior Director evaluates end-to-end processes, identifies systemic performance barriers, and converts insights into prioritized improvement initiatives. This leader establishes practical governance, facilitates cross-functional decisions, and partners with accountable business owners to move opportunities from assessment through implementation, adoption, and measurable benefit realization. The role influences outcomes without direct ownership of every function or individual client relationship.

Key Responsibilities

• Support enterprise-wide opportunity pipeline focused on standardization, process optimization, automation, and scalable operating practices.
• Assess end-to-end workflows across a variety of functions to identify duplication, variation, manual effort, control gaps, and avoidable handoffs.
• Use data, process mapping, root-cause analysis, value-stream analysis, and stakeholder input to define current-state performance and design practical future-state solutions.
• Prioritize opportunities using expected business value, client and employee impact, implementation effort, risk, readiness, and alignment with enterprise priorities.
• Partner with Technology, Analytics, and business leaders to identify automation opportunities, translate business needs into clear requirements, and support solution design, testing, deployment, and adoption.
• Develop and reinforce common processes, standard work, decision rights, escalation thresholds, performance measures, tools, and governance routines across business units.
• Facilitate cross-functional working sessions that align leaders on root causes, future-state design, ownership, dependencies, implementation plans, and success measures.
• Build business cases and recommendations that quantify expected capacity, quality, financial, cycle-time, risk, employee, and client benefits.
• Coordinate with accountable leaders and project owners to establish milestones, remove barriers, manage interdependencies, and track implementation progress.
• Define baseline measures and monitor adoption, control effectiveness, and realized outcomes after implementation; recommend adjustments when results do not meet expectations.
• Identify opportunities to reuse successful solutions across teams and convert local improvements into enterprise standards where appropriate.
• Provide leadership with clear decision support, including performance trends, opportunity sizing, trade-offs, risks, progress, and benefit realization.
• Build continuous-improvement capability through coaching, practical tools, playbooks, and structured problem-solving methods.
• Promote a culture of accountability, disciplined execution, continuous learning, and thoughtful automation that improves work rather than simply digitizing inefficient processes.

Candidate Profile

• Bachelor's degree in business, operations, healthcare administration, or a related field, or equivalent professional experience.
• 7+ years of experience in operational excellence, business transformation, performance improvement, or a comparable cross-functional role.
• Healthcare Revenue Cycle Management experience and strong end-to-end lifecycle knowledge.
• Demonstrated success leading complex, cross-functional improvement initiatives from opportunity identification through implementation, adoption, and measurable results.
• Experience partnering with technology and analytics teams on workflow automation, system enhancements, reporting, AI-enabled solutions, or digital transformation initiatives.
• Strong analytical and financial acumen, including the ability to establish baselines, quantify opportunities, build business cases, and measure realized impact.
• Excellent facilitation, executive communication, and stakeholder-management skills, with the ability to create alignment in a matrixed environment without direct authority.
• Proficiency in Excel, PowerPoint, process-mapping tools, performance-reporting platforms, and project or work-management tools.
• Ability to balance enterprise standardization with legitimate business-unit, client, regulatory, and system requirements.