Director, Program Operations Metrics

Job Description

Lead the governance, execution, and continuous improvement of Quest Diagnostics’ Operational KPI program through partnership with executive Franchise (Idea to Market), Commercial (Market to Order) and Operational (Order to Cash) leaders. Own DMS process responsible for delivering Quality and Service metrics performance across all Regions. 

Design, develop and implement Operational Analytics tools throughout Order to Cash functions. Establish embedded operating rhythms and facilitate adoption of tools throughout multiple levels of management to continuously improve established KPIs and systematically optimize capital and labor resources.

This position needs to be located near any major quest lab, including Pittsburgh, PA or Secaucus, NJ.

Pay Range: $170,000-210,000/year + 20% Annual Incentive Plan 

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information: 

• We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include: 
• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours 
• Best-in-class well-being programs 
• Annual, no-cost health assessment program Blueprint for Wellness® 
• healthyMINDS mental health program 
• Vacation and Health/Flex Time 
• 6 Holidays plus 1 "MyDay" off 
• FinFit financial coaching and services 
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service 
• Employee stock purchase plan 
• Life and disability insurance, plus buy-up option 
• Flexible Spending Accounts 
• Annual incentive plans 
• Matching gifts program 
• Education assistance through MyQuest for Education 
• Career advancement opportunities 
• …and so much more! 

Responsibilities:

• Executive leader of Quest Diagnostics’ Operational KPI Program
• Develop matrix driven relationships with Idea to Market Franchises, Market to Order regional Commercial leadership, and Order to Cash regional Operations leadership teams to link key indicators to the business performance.
• Ensure adherence to data integrity critical to Operations Metrics to drive business decisions, the basis of senior management regional reviews, and a significant contributor of variable compensation for all company employees.
• Establish, validate, and audit measurement systems of all master data sources for all Operations Metrics. 
• Facilitate alignment around Operational Metric definitions, defects and opportunities. 
• Owner of KPI business performance review cadence responsible for improving Quality and Service metrics performance across all regions and Order to Cash function, including setting agendas, ensuring regional pre-work is completed, facilitating executive review meetings, and tracking all follow-up actions to closure.
• Synthesize complex operational performance data into clear, concise, and compelling narratives for executive-level consumption. Prepare and deliver presentations that not only report on performance but also provide strategic recommendations.
• Serve as the primary subject matter expert for all enterprise performance metrics. Field inquiries from business unit leaders, clarify metric definitions and calculations, and provide data-driven insights to explain performance trends.
• Lead Implementation of Operational Analytics Tools throughout center led functions and regional front-line leadership
• Translate master data and multi-variate models into simplified visualization concepts, dashboards and tools facilitating development of Operational Analytics tools.
• Provide training and continuing educational courses to all employees on key data software and developed Operational Analytics solutions.
• Establish and embed Operating mechanisms to leverage Operational Analytics solutions for daily business insights and decisions for regional, center led and executive management staff. 
• Serve as the primary conduit between Operations and the IT Data engineering teams to establish precision measurement systems and fully leverage data lake master data into Operational Analytics solutions.
• Identify & prioritize enhancements to existing & creation of supporting dashboards, tools, & operations modeling to ensure alignment with most critical business priorities 

Qualifications:

• MS/BS or equivalent (Required)
• Engineering/Statistics degree (Preferred)
• Process / Continuous Improvement Expertise (Six Sigma Master Black Belt Certification (Preferred)
• Demonstrated experience (5+ years) of leading a defined project management process from initiation to completion.
• 10-year minimum work experience in a role requiring:
  • Executive level business decisions from engineering economic analysis
  • Demonstrated process improvements from operational functions
• Excel- for data mining and creation of static modeling
• Minitab- for statistical analysis of historical data
• PowerPoint- for executive level presentations
• Direct experience in influencing operational leaders
• Excellent written and verbal skills
• Results-oriented
• Collaborative
• Expertise in creating, managing and discerning large master data sets
• Process / Continuous Improvement Expertise (Six Sigma Master Black Belt Certification preferred)
• Lean manufacturing expertise
• Expertise in financial modeling and business case development
• Working understanding and experience with all Order to Cash processes

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Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.