Director of Process Improvement

This position will lead Citizen’s Security Insurance Company initiatives focused on operational excellence, efficiency, and scalability. This role is responsible for evaluating, designing, and implementing strategies that streamline workflows, reduce waste, and enhance performance across all Citizens Security Insurance  departments. The role will be instrumental in driving sustainable growth and continuous improvement throughout the Citizen’s Security Insurance organization ensuring excellent customer service to our insured participants, partners and customers.  This role will lead the organization in transitioning to a new Insurance and Sales Platform for 360care and our Partner business. 

• Define and drive a prioritized process improvement roadmap aligned to Citizens Security Insurance objectives and growth strategy.
• Partner with executive leadership to identify, scope, and deliver high-impact operational and customer experience improvements.
• Lead cross-functional initiatives using Lean / Six Sigma and data-driven methodologies to eliminate inefficiencies and improve outcomes.
• Lead end-to-end business execution for the transition and continuous optimization of the new insurance solution, in close partnership with cross-functional peers.
• Standardize scalable best practices, operating models, and workflows across business units.
• Oversee the design and continuous optimization of end-to-end customer journeys, ensuring seamless onboarding, issue resolution, and ongoing support.
• Establish and monitor KPIs, dashboards, and performance metrics to inform decision-making and track value realization.
• Drive digital enablement by partnering with IT and product teams to implement technology solutions that reduce manual work and enhance capabilities.
• Lead change management efforts, ensuring effective adoption of new systems, processes, and ways of working.
• Build organizational capability and accountability through identification of continuous improvement opportunities.
• Ensure adherence to all compliance, regulatory, HIPAA, and PHI requirements.
• Maintain strict confidentiality of sensitive information.
• Support a remote work environment with reliable connectivity and responsiveness.
• Demonstrate adaptability and contribute to additional responsibilities as needed.

• Bachelor’s degree in Business Administration, Healthcare Administration, or related field; Master’s degree preferred.
• Minimal Travel
• Deep commitment to enhancing the lives of seniors through improved healthcare access and quality.
• Demonstrated experience leading end-to-end process improvement initiatives with measurable impact on cost, cycle time, or operational performance
• Proven ability to drive cross-functional change and deliver results without direct authority over teams
• Experience implementing process changes in conjunction with system or platform changes, including business adoption
• Built and executed a prioritized pipeline of improvement initiatives, balancing quick wins and structural changes
• Strong understanding of operational KPIs and ability to translate data into actionable insights and sustained improvements
• Experience in insurance, healthcare, or other regulated, multi-state operating environments preferred
• Hands-on experience diagnosing root causes and implementing solutions using structured methodologies (Lean, Six Sigma, or equivalent)
• Implemented process changes tied to technology or platform changes, including business adoption.
• Ability to partner effectively with IT and business leaders to redesign workflows and improve system-enabled processes
• Track record of successfully driving adoption of new processes in operational teams and sustaining improvements over time in environments with competing priorities.
• Excellent communication and influencing skills at all organizational levels.
• Proven ability to enhance operational efficiencies and elevate customer satisfaction.

We will only employ those who are legally authorized to work in the United States. Any offer of employment is conditional upon the successful completion of a background investigation and drug screening.