Senior Manager, Business Process Excellence

Sidecar Health is redefining health insurance. Our mission is to make excellent healthcare affordable and attainable for everyone. We know that to accomplish this lofty mission, we need driven people who will make things happen.

The passionate people who make up Sidecar Health’s team come from all over, with backgrounds as tech leaders, policy makers, healthcare professionals, and beyond. And they all have one thing in common—the desire to fix a broken system and make it more personalized, affordable, and transparent.

If you want to use your talents to transform healthcare in the United States, come join us!

About the Role

We are seeking a hands-on Director of Business Process Excellence to lead operational transformation while maintaining direct accountability for quality assurance and process improvement execution across our Member Services organization. This role uniquely blends strategic vision with tactical implementation—assisting in defining the operational roadmap while also designing scorecards, conducting calibration sessions, analyzing performance data, and leading improvement projects from ideation through execution.

Key Responsibilities

Strategic Leadership

• Assist in defining and executing the multi-year Business Process Excellence strategy aligned with company growth objectives
• Serve as strategic partner to Department Head on operational performance, transformation priorities, and capability development
• Lead operational assessments identifying improvement opportunities with measurable P&L impact and build business cases with clear ROI projections
• Champion continuous improvement culture and represent operational excellence in cross-functional forums
• Build, lead, and mentor quality analysts and continuous improvement practitioners, creating certification and development programs (Green Belt training, quality analyst tracks)
• Partner with Operations, Technology, Product, Training, and Compliance on integrated initiatives, leading change management and presenting findings to executive leadership

Quality Assurance & Performance Management

• Generate executive-level quality reports with actionable insights and recommendations
• Design and maintain quality scorecards, evaluation criteria, and calibration standards, leading sessions to ensure consistency
• Perform deep-dive analysis on quality trends, complaints, and outliers, generating executive-level reports with actionable insights
• Generate executive-level and real-time operational quality reports with actionable insights and recommendations
• Conduct coaching sessions with Member Services leaders and design voice-of-customer programs
• Leverage AI, speech analytics, and interaction data to identify coaching opportunities and improvements
• Ensure compliance with healthcare regulations (HIPAA, CMS, state requirements), partner with Legal and Compliance teams on audit readiness, and lead corrective action plans

Process Improvement & Execution

• Lead process mapping exercises and facilitate rapid improvement workshops identifying inefficiencies and opportunities
• Facilitate rapid improvement workshops and cross-functional problem-solving sessions
• Pilot and test new processes, workflows, and scripts before scaling, creating and maintaining SOPs and documentation
• Conduct root cause analysis on critical failures and escalations, designing feedback loops connecting quality insights to training
• Execute quick-win improvements delivering immediate benefits while building toward long-term transformation

Required Qualifications

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or related field
• 8-10 years of progressive experience in process excellence, quality management, or operational improvement with 3-5 years in leadership roles
• Direct experience with quality monitoring, scorecards, call center analytics, and coaching leaders with proven results
• Hands-on proficiency with quality management systems, contact center technologies, and advanced Excel/Google Sheets
• Understanding of healthcare regulations (HIPAA, ACA, insurance compliance)
• Strong executive presence with excellent facilitation, coaching, and communication capabilities across all organizational levels
• Analytical mindset with experience in statistical analysis and translating data into actionable recommendations
• Hands-on work style with ability to context-switch between strategic planning and tactical execution
• Bias toward action, rapid iteration, and entrepreneurial approach

Preferred Qualifications

• Master's degree or MBA with Lean Six Sigma Black Belt certification
• Additional certifications (COPC, Project Management, Change Management)
• Experience in high-growth healthcare technology or insurtech with contact center operations background
• Familiarity with speech analytics, AI-powered quality tools, or automation technologies

What You'll Get

• Competitive salary, bonus opportunity, and equity package 
• Comprehensive Medical, Dental, and Vision benefits 
• A 401k retirement plan 
• Paid vacation and company holidays 
• Opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S. 

Sidecar Health adopts a market-based approach to compensation, where base pay varies depending on location and is further influenced by job-related skills and experience. The current expected salary range for this position is $125,000 - $140,000.