ProcessManager

## The role We're looking for a Process Manager to join our Operational Excellence team within the Clinical and Customer Support Operations (CCSO) department. This team drives scalable performance improvements across operations, on the Maple platform for patients and providers, and across the broader organization through process transformation, data and insights initiatives, and automation opportunities. In this role, you'll design, implement and optimize processes that keep our three operational pods—Customer Support, Care Delivery Operations and Provider Network Operations—running smoothly. That means reducing friction, closing gaps and making it easier for our teams to deliver a consistent, high-quality experience. ## Your responsibilities As a Process Manager, you will: Own the design and implementation of processes and workflows that make clinical and customer support operations run better—for our team and for the patients we serve Dig into the data. You'll monitor KPIs, spot what's not working and turn those insights into action that actually moves the needle Partner closely with Customer Support, Care Delivery Operations and Provider Network Operations, as well as cross-functional teams like data, product and engineering, to break down silos and make service delivery seamless Lead opportunity assessments to identify where we can do better, then build the business case that gets leadership on board and the work prioritized Drive end-to-end process improvement initiatives—from identifying inefficiencies to delivering solutions that stick Develop training materials and programs so team members have the skills and knowledge to execute processes effectively —and conduct change management activities that support adoption by key stakeholders Explore and apply AI tools to improve how we work—whether that's surfacing insights faster, streamlining repetitive workflows or identifying new opportunities Keep a pulse on industry trends, technology and regulatory changes, a