Sr. Manager, Operational Excellence (Patient Support)

New York, NY · Pittsburgh · Seattle, WA · St. Louis · New York City, NY · 10+ years experience · Posted Oct 12, 2026

At a glance

Experience: 10+ years experience
Location: New York, NY · Pittsburgh · Seattle, WA · St. Louis · New York City, NY

The Sr. Manager, Operational Excellence (Patient Support) will lead initiatives to improve patient support processes and drive operational efficiency.
This role involves setting strategic vision, identifying systemic patterns, and collaborating across cross-functional teams to resolve customer pain points.
The position requires a hands-on leader capable of moving between high-level strategy and tactical execution to improve patient outcomes.

Collaborate with the Sr. Director of Patient Support to develop and execute operational strategies.
Lead a portfolio of initiatives and projects across Patient Services, Product, Engineering, and Data teams.
Drive process improvement projects to enhance associate efficiency and key metrics like CSAT and Average Handle Time.
Identify and resolve root causes of patient support contacts to reduce contact rates.
Develop and implement solutions across people, process, and technology.
Use data to identify trends and bottlenecks, run queries, and perform Excel analyses.
Create, monitor, and refine dashboards in collaboration with the Data team.
Communicate key metrics and insights to stakeholders.
Establish a culture of operational excellence using Lean/Six Sigma and other best practices.
Document business requirements and process flows.

10+ years of experience in operations, strategy, or process improvement in a high-growth company.
Bachelor’s degree in Business Administration, Operations Management, or a related field.
Exceptional problem-solving skills using operational excellence methodologies.
Ability to lead multiple projects from concept to reality and manage cross-functional stakeholders.
Proficiency in data analysis tools and business intelligence software including Excel, SQL, and Tableau.
Demonstrated experience using AI in daily workflows and implementing it at the enterprise level.
Excellent verbal and written communication skills.
Ability to thrive in a dynamic, fast-paced environment and navigate ambiguity.

Experience in healthcare tech, pharmacy, or call centers.
Master’s degree in Business Administration, Operations Management, or a related field.
Specific experience in contact centers or customer operations.
Lean/Six Sigma certification.

Location: Pittsburgh or Seattle; Open to New York City or Seattle with 25% travel.