Sidecar Health · 2 weeks ago
Senior Manager, Business Process Excellence
United States
Full-time
Remote
Senior Level, Lead/Staff, Director/Executive
$125K/yr - $140K/yr
8+ years expSidecar Health is redefining health insurance with a mission to make excellent healthcare affordable and attainable for everyone. The Senior Manager of Business Process Excellence will lead operational transformation and quality assurance across the Member Services organization, blending strategic vision with tactical implementation to improve processes and drive performance.
FinTechHealth CareHealth InsuranceInsuranceInsurTech
Responsibilities
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
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
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
Qualification
Required
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
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
Benefits
Comprehensive Medical, Dental, and Vision benefits
A 401k retirement plan
Paid vacation and company holidays
Company
Sidecar Health
Sidecar Health's employer plans empower members with transparency, control, and financial incentives to make smart healthcare decisions.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$328MKey Investors
Koch Disruptive TechnologiesDrive CapitalCathay Innovation
2024-06-26Series D· $165M
2021-01-26Series C· $125M
2020-07-23Series B· $20M
Leadership Team
Patrick Quigley
Chief Executive Officer
Veronica Osetinsky
Chief Operating Officer
Recent News
2025-11-14
2025-09-24
Company data provided by crunchbase