Senior Process Optimization Specialist, iQueue for Infusion Centers

Team: Customer Success

Location: Remote

Commitment: Full Time

Workplace Type: remote

Salary:

WHAT YOULL DO

• Partner with infusion center customers and ancillary departments (e.g., lab, pharmacy, radiology) to analyze clinical workflows and implement Lean-based operational practices in concert with the iQueue platform

• Build and maintain trusted advisor relationships with key customer stakeholders and executive leadership across all organizational levels

• Identify operational bottlenecks through on-site observation and customer data analysis, test hypotheses to establish remediation plans, and track customer performance against key efficiency metrics

• Design scalable operational playbooks, tools, and training programs that establish best practices and define clear measures of success

• Lead large-scale change management initiatives, proactively communicating project progress, risks, and mitigation strategies to stakeholders

• Collaborate cross-functionally with Product, Customer Success, Engineering, Sales, and Marketing to drive product adoption, enhance user experience, and optimize infusion center operations

• Continuously refine internal and customer-facing workflows to enhance organizational scalability and overall effectiveness

• Travel up to 50% to customer sites

WHAT YOULL BRING

• 7+ years’ experience with a proven track record of operational excellence, encompassing analytical rigor, process optimization, strategic planning, and effective cross-functional leadership

• 5+ years’ experience in a client- or customer-facing role such as management consulting, project management, customer success, implementation, engineering, or process improvement

• Bachelor’s degree (or equivalent years of related experience) in industrial/systems engineering (or other engineering disciplines), mathematics/statistics, or a related quantitative field. An advanced degree is strongly preferred

• Excellent strategic thinking, organizational agility and project management skills

• Lean expertise

• Exceptional analytical, communication, and relationship-building skills, with demonstrated proficiency in root cause analysis and workflow mapping

• Domain experience in healthcare operations or clinical environments strongly preferred

• Ability to influence change within complex organizations by using data, problem solving and change management strategies

• Proactive approach to resolving customer escalations with speed and urgency

• Demonstrated success engaging with and presenting to executive leadership

• Willingness to travel up to 50%

BONUS POINTS IF YOU HAVE

• PMP certification

• Lean certification

• Experience working on healthcare products or within hospitals

• Experience working with data or analytics products

• Experience working on enterprise software products

• A blog, article, or any published writing is a plus

WHAT YOULL GET

• Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!
• Competitive compensation package that includes base salary, target bonus, and stock options
• 401(k) Match
• Comprehensive healthcare benefits
• Generous Paid Time Off and Parental Leave
• Monthly reimbursement for Skill Building 
• Monthly reimbursement for Wellness, Transportation, and/or Home Office
• Education Reimbursement for select courses/programs