Manager, Process Excellence

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Manager, Process Excellence is responsible for leading a team of Process Analysts and overseeing the design, implementation, and optimization of highly complex, cross-functional processes that span clinical operations, technology, business, client services, and finance.

This role is accountable for managing a portfolio of large-scale, enterprise initiatives, ensuring alignment to organizational strategy, operational priorities, and value drivers. The Manager, Process Excellence partners closely with operational leaders to identify opportunities for efficiency, scalability, quality improvement, and enhanced user experience, while ensuring disciplined execution and governance across initiatives.

The Manager serves as a strategic thought partner and program leader—driving end-to-end process excellence from problem identification and root-cause analysis through solution design, implementation, change management, and post-implementation monitoring. This role leverages data, KPIs, and performance insights to inform decision-making, prioritize initiatives, and ensure solutions deliver measurable and sustained impact.

Skills Required:

• 5–8+ years of experience in process design, improvement, and transformation, including leading complex, cross-functional initiatives
• Prior experience managing and developing a team responsible for process improvement or operational excellence
• Demonstrated ability to design and implement highly complex processes that span multiple teams, functions, and systems
• Strong program and project management experience, including managing a suite of concurrent initiatives and coaching others who are leading initiatives
• Advanced stakeholder management skills, with the ability to influence and align leaders across clinical operations, technology, business, client services, and finance
• Proven ability to leverage data, KPIs, and performance metrics to inform decisions and monitor solution effectiveness
• Experience partnering with technology teams to design innovative, scalable workflow and system solutions
• Strong critical thinking, organizational, and prioritization skills in dynamic, high-growth environments
• Experience with change management and driving adoption across diverse stakeholder groups
• Ability to travel within the United States

Key Behaviors:

Leadership & Team Development:

• Leads, mentors, and develops a high-performing team of Process Analysts
• Sets clear expectations, priorities, and accountability across individual and team-owned initiatives
• Coaches team members in problem-solving, stakeholder management, and structured execution

Collaboration & Stakeholder Management:

• Builds strong, trusted partnerships with leaders across clinical operations, technology, business, client services, and finance
• Effectively facilitates cross-functional discussions to drive alignment, manage trade-offs, and achieve consensus
• Navigates complex stakeholder dynamics while maintaining focus on organizational priorities and value

Problem-Solving & Strategic Thinking:

• Applies structured, data-driven approaches to identify root causes and systemic process issues
• Anticipates downstream impacts of process and technology changes across teams and workflows
• Thinks holistically and strategically about scalability, sustainability, and long-term impact

Accountability & Execution:

• Owns end-to-end delivery of process excellence initiatives, from ideation through post-implementation monitoring
• Ensures initiatives are delivered on time, within scope, and aligned to intended outcomes
• Establishes mechanisms to track progress, risks, dependencies, and benefits realization

Adaptability & Resilience:

• Thrives in a fast-paced, evolving environment with changing priorities
• Maintains composure and focus while managing complex initiatives and competing demands
• Adjusts strategies and approaches based on data, feedback, and organizational needs

Customer-Centric Approach:

• Ensures process improvements enhance the experience of clinicians, operational teams, and patients
• Incorporates real-world feedback into solution design and optimization
• Maintains a strong service orientation and commitment to operational excellence

Proactive Communication:

• Provides clear, concise, and timely communication to stakeholders and leadership
• Translates complex concepts into actionable insights and recommendations
• Facilitates effective meetings, workshops, and executive discussions

Competencies:

Process Design & Improvement:

• Expert-level proficiency in process mapping, redesign, and optimization across complex clinical and operational workflows
• Extensive experience applying Lean, Six Sigma, or similar methodologies
• Strong command of process design tools (e.g., Visio)

Data Analysis & KPI Management:

• Deep understanding of KPIs and operational performance metrics
• Ability to design measurement frameworks to assess solution effectiveness and sustainability
• Skilled in synthesizing data from multiple sources to inform strategy and decision-making
• Experience leveraging reporting tools (e.g., Excel, Tableau)

Program & Project Management:

• Proven experience managing large-scale, multi-workstream programs
• Skilled in prioritizing initiatives based on value drivers and organizational capacity
• Experience with project management tools and methodologies (Agile, Waterfall, hybrid)
• Ability to coach and oversee others managing initiatives

Technology & Innovation:

• Strong ability to partner with product and technology teams to design innovative, scalable solutions
• Experience translating complex business and clinical needs into functional technology requirements
• Familiarity with healthcare IT systems, EHRs, and workflow platforms

Change Management & Adoption:

• Hands-on experience leading change management efforts across large, distributed teams
• Ability to design and oversee training, communication, and adoption strategies
• Establishes post-implementation monitoring to ensure sustained success

Stakeholder Engagement & Influence:

• Strong influence skills at all organizational levels
• Ability to manage competing priorities while maintaining alignment to enterprise goals
• Serves as a trusted advisor to senior leaders on process and operational strategy

Quality Improvement & Compliance:

• Working knowledge of healthcare regulatory standards and quality improvement frameworks
• Partners with Quality and Compliance teams to mitigate risk and ensure adherence
• Drives initiatives that improve quality of care, operational efficiency, and patient outcomes

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.