Call Center Process Improvement Manager Jobs (NOW HIRING)

WE ARE TITANIUM HEALTHCARE

Titanium is a healthcare company that puts heart and compassion above all else. Millions of Americans just aren't getting the medical care they need. We're on a mission to change that. For patients that means exceptional support and better care. For providers it means better support and time to focus on patients, and for partners that means higher quality and lower cost.

Join us in our mission!

SUMMARY

The Process Improvement Manager is responsible for leading enterprise-wide process improvement initiatives that enhance operational efficiency, strengthen quality, reduce organizational risk, and support Titanium Healthcare's strategic objectives. This position partners with executive leadership and cross-functional teams to evaluate business processes, identify opportunities for improvement, implement sustainable solutions, and establish performance metrics that improve organizational performance across departments.

Serving as an internal consultant and change leader, this role independently analyzes workflows, recommends operational improvements, develops standardized processes, and drives initiatives that simplify operations, improve scalability, and support a culture of continuous improvement. The Process Improvement Manager applies Lean and Six Sigma methodologies, data-driven decision making, and collaborative problem solving to improve organizational effectiveness while supporting Titanium Healthcare's mission of delivering exceptional care and operational excellence.

WHERE YOU'LL WORK

This position is hybrid and based out of our main office in Garden Grove, California. Standard business hours are Monday through Friday from 8:00 am to 5:00 pm.

WHAT YOU'LL DO

Operational Excellence & Process Improvement

• Independently evaluate organizational workflows, business processes, and operational practices to identify opportunities that improve efficiency, quality, scalability, and overall organizational performance
• Lead cross-functional process improvement initiatives by analyzing current-state operations, identifying root causes, recommending sustainable solutions, and supporting implementation across multiple departments
• Apply Lean, Six Sigma, root cause analysis, and other continuous improvement methodologies to reduce waste, improve consistency, and optimize operational effectiveness
• Develop standardized workflows, operating procedures, process maps, and supporting documentation that promote consistency, operational efficiency, and regulatory compliance
• Evaluate organizational risks associated with existing processes and recommend practical solutions that strengthen internal controls and improve operational reliability
• Identify and promote best practices across departments to improve collaboration, standardization, and organizational effectiveness

Strategic Projects & Organizational Initiatives

• Lead and manage complex organizational initiatives that support Titanium Healthcare's strategic priorities while ensuring projects remain on schedule and aligned with business objectives
• Partner with executive leadership and operational teams to evaluate new initiatives, process changes, and organizational opportunities that improve performance and support future growth
• Facilitate meetings, project planning sessions, and cross-functional workgroups to build consensus, remove barriers, and drive successful project outcomes
• Coordinate with internal departments and external partners to implement operational improvements, technology enhancements, and process standardization efforts
• Monitor project outcomes and recommend adjustments that improve long-term sustainability and organizational success

Data Analytics, Reporting & Performance Measurement

• Develop meaningful operational metrics, dashboards, and performance indicators that support informed decision-making and continuous improvement
• Analyze operational, financial, and performance data to identify trends, measure outcomes, and prioritize improvement opportunities
• Design and maintain reporting tools that provide leaders with actionable insights into organizational performance
• Evaluate process improvement initiatives using measurable outcomes and recommend additional enhancements based on performance results

Systems Optimization & Technology Support

• Evaluate existing business systems and workflows to identify opportunities for increased efficiency, automation, and improved user experience
• Collaborate with vendors, internal stakeholders, and leadership to design, test, implement, and optimize technology solutions that support operational excellence
• Lead or support system implementations, upgrades, workflow redesign, and user acceptance testing to ensure successful adoption of new processes and technology
• Support the development of reporting capabilities and workflow enhancements that improve operational visibility and decision-making

Collaboration & Organizational Leadership

• Serve as a trusted advisor to leaders by providing process improvement expertise, facilitating organizational change, and promoting a culture of continuous improvement
• Influence cross-functional teams through collaboration, data-driven recommendations, and effective communication while building strong working relationships throughout the organization
• Communicate complex operational concepts, project updates, and improvement recommendations clearly to leaders and stakeholders at all levels of the organization
• Pursue ongoing professional development to remain current with emerging technologies, process improvement methodologies, and industry best practices
• Perform other duties and special projects as assigned

WHO YOU ARE

• Strong knowledge of Lean, Six Sigma, root cause analysis, process mapping, workflow analysis, and continuous improvement methodologies
• Strong project management skills with the ability to manage multiple initiatives, prioritize competing demands, and achieve project objectives
• Excellent analytical, problem-solving, organizational, and critical thinking skills
  
• Demonstrated ability to influence change, build collaborative relationships, and achieve results without direct supervisory authority
  
• Strategic thinker with the ability to evaluate organizational challenges and develop practical, sustainable solutions
• Strong business acumen with the ability to balance operational efficiency, quality, compliance, and organizational priorities
• Comfortable challenging existing processes and assumptions while building stakeholder support for change
• Naturally curious and continuously seeks opportunities to improve processes, eliminate waste, and simplify workflows
• Exercises sound judgment when evaluating complex operational issues and recommending process improvements
• Strong facilitation and relationship-building skills with the ability to influence stakeholders across multiple departments
• Highly organized with exceptional attention to detail and strong follow-through
• Comfortable working independently while managing multiple priorities in a fast-paced environment
• Demonstrates accountability, adaptability, and a commitment to continuous learning and professional development

Sensory Requirements

• Fluent in English (written and verbal)
  
• Ability to communicate clearly in-person, by phone, and electronically
• Adequate hearing and vision (with corrective devices if necessary) to conduct assessments and documentation
  
• Ability to identify problems and use logic and related information to develop and implement solutions
• Excellent written, verbal, and interpersonal communication skills with the ability to communicate effectively with employees and leaders at all levels of the organization
  

Physical Activity

• Must be able to remain in a stationary position
• Must be able to move around the office and/or travel throughout community
• Ability to travel as needed to support business operations and organizational initiatives

Environmental Conditions

• Ability to work independently and carry out assignments to completion within the parameters of established policies and procedures

Technology Use

• Frequent use of computers, keyboard, and handheld/mobile devices
• Ability to type for extended periods
• Competent with computers, email, virtual platforms, and programs
• Proficiency in Microsoft Office Suite, including Excel, with experience using business systems, reporting tools, and data analysis software

WHAT YOU'LL NEED

• Bachelor's degree in industrial engineering, systems engineering, operations management, business administration, healthcare administration, public health, or another related field required
• Minimum of 5+ years of progressively responsible experience in process improvement, operational excellence, business process optimization, or continuous improvement, including experience leading complex cross-functional initiatives
• Demonstrated experience leading cross-functional projects and collaborating with multiple departments to implement organizational improvements
  
• Experience analyzing operational data, developing performance metrics, and using data to identify trends and support business decisions
  

• Distraction-free home workspace with a secure internet connection

NICE TO HAVES

• Lean Six Sigma Green Belt certification preferred, Black Belt certification a plus
• Experience supporting healthcare operations, managed care, population health, or other highly regulated industries preferred
• Experience implementing or optimizing business systems, operational technology, or workflow automation solutions preferred
• Experience developing executive dashboards, performance metrics, and organizational reporting tools preferred
• Experience facilitating organizational change management initiatives preferred
• Master's degree in business administration, engineering, healthcare administration, organizational leadership, or another related field preferred
  

WHAT YOU'LL ENJOY

• Make an impact: an organization who cares about its employees, communities, and the future of healthcare
• Inclusivity: be a part of a workplace where you not only belong but also can be the best version of yourself
• Growth: opportunities to develop and grow your career with us
• Community: you are encouraged to have a voice, share your opinions, and have an individual impact on the business
• Paid Time Off: 12 holidays and up to 15 days of accrued PTO to rest and recharge plus additional time for sick, jury duty, bereavement, reproductive loss, and therapy
• Work Life Balance: enjoy flexibility to maximize your well-being and success with our hybrid work model
• Medical, Dental, & Vision Benefits: we cover up to 100% of your premium and 50% of your dependents depending on the plan
• Prioritize your mental health with unlimited therapy sessions funded 100% by Titanium Healthcare
• Flexible Spending, Health Savings & Dependent Care Accounts
• Life/AD&D insurance funded 100% by Titanium Healthcare
• Supplemental Short-Term Disability

• Employee Assistance Programs
• Protect your pet(s) with Pet Insurance
• 401(k) plan

EEO Statement

At Titanium Healthcare, our mission is to fearlessly reengineer the way healthcare works to reduce costs, ensure better outcomes, and provide everyone, everywhere, with the kind of compassionate and coordinated care they deserve. We believe that achieving this mission starts with a diverse and inclusive workforce.

Titanium Healthcare is an equal opportunity employer. We are committed to promoting and celebrating all backgrounds and encourage all applicants, regardless of race, religion, gender, sexual orientation, disability, age, marital status, parental status, military or veteran status, or any other legally protected status, to apply. We believe that diversity and inclusion drive innovation and equity in healthcare, enabling us to better serve our communities and make a lasting impact.