Process Improvement Manager
About the position The Manager of Process Improvement plays a critical role in driving operational excellence at Press Ganey by identifying inefficiencies, optimizing workflows, and improving client and internal processes. This role focuses on analyzing current operations, implementing process changes, and collaborating with cross-functional teams to drive measurable performance improvements. The Manager will act as a key change agent, leveraging Lean, Six Sigma, and operational analytics to ensure scalable and sustainable improvements while fostering a culture of continuous improvement and innovation. Responsibilities • Identify, analyze, and implement process improvements that enhance efficiency, quality, and scalability. • Develop standardized workflows, best practices, and operational frameworks across key business functions. • Lead process mapping, root cause analysis, and redesign efforts to streamline client onboarding, service delivery, and internal operations. • Partner with Support, Operations, Configuration, Client Success, Advisory, Technology, and Product teams to align process improvement initiatives with business goals. • Assist in change management efforts to ensure smooth adoption and implementation of new processes across teams. • Provide ongoing training, documentation, and support to teams adopting new workflows. • Establish and monitor KPIs, metrics, and dashboards to measure process efficiency and success. • Conduct data analysis and reporting to provide actionable insights for leadership. • Support continuous improvement cycles by tracking progress and adjusting strategies as needed. • Work with Technology and Product teams to identify automation opportunities to reduce manual effort and enhance service delivery. • Support initiatives to standardize and scale operational best practices across business units. • Ensure alignment with compliance, regulatory, and quality standards. Requirements • 5-8 years of experience in process improvement, operations, or strategy within healthcare, technology, or a related industry. • Strong understanding of Lean, Six Sigma, and data-driven process improvement methodologies (Green Belt preferred). • Ability to analyze workflows, identify inefficiencies, and implement structured solutions. • Excellent problem-solving and critical-thinking skills. • Strong communication and stakeholder management skills with experience leading cross-functional projects. • Ability to work in a fast-paced, matrixed environment and manage multiple priorities effectively. Nice-to-haves • Experience in healthcare technology, SaaS, or consulting. • Familiarity with automation, AI, and digital transformation initiatives. • Strong background in KPI development, operational analytics, and reporting. Apply tot his job