Associate Director, Process Improvement

Job Summary

The Associate Director, Process Improvement will lead a cross‑functional team focused on enhancing the efficiency and quality of business processes across the organization. This senior role involves evaluating existing workflows, designing sustainable improvements, and ensuring that CRM systems and associated user acceptance testing are fully optimized. Key responsibilities include managing a team of process improvement professionals and CRM UAT testers, developing strategic plans for customer service operations, and driving continuous improvement initiatives through design thinking, process mapping, and data‑driven analysis. The role also supports large‑scale contract transitions, such as those involving VA or TRICARE, and ensures compliance with government contract requirements. Candidates will bring a strong background in Lean or Six Sigma methodologies, experience leading change in healthcare or government contracting environments, and the ability to communicate effectively with stakeholders at all levels. The position requires a strategic mindset, strong analytical skills, and a proven track record of delivering measurable results in complex, regulated settings.

Key Responsibilities

• The Associate Director, Process Improvement will lead a cross‑functional team focused on enhancing the efficiency and quality of business processes across the organization. This senior role involves evaluating existing workflows, designing sustainable improvements, and ensuring that CRM systems and associated user acceptance testing are fully optimized. Key responsibilities include managing a team of process improvement professionals and CRM UAT testers, developing strategic plans for customer service operations, and driving continuous improvement initiatives through design thinking, process mapping, and data‑driven analysis. The role also supports large‑scale contract transitions, such as those involving VA or TRICARE, and ensures compliance with government contract requirements. Candidates will bring a strong background in Lean or Six Sigma methodologies, experience leading change in healthcare or government contracting environments, and the ability to communicate effectively with stakeholders at all levels. The position requires a strategic mindset, strong analytical skills, and a proven track record of delivering measurable results in complex, regulated settings.

About the Role

This role is ideal for someone who enjoys combining strategy, content, data and execution. You will work with cross-functional teams and contribute directly to the company’s digital growth in Kolkata and surrounding areas.

Job Requirements

• Process Improvement
• CRM UAT Testing

Required Skills