QMS Senior Continuous Improvement Program Manager in Teterboro, NJ at Quest Diagnostics

Date Posted: 9/7/2020

Job Snapshot

Job Description

Job Summary

This position will lead a variety of complex continuous improvement and process improvement projects and teams to apply Quest Management System (QMS) principles and tools to ensure Quest Diagnostics is efficient and effective in the delivery of its services, solutions, and processes while improving customer and employee satisfaction. This position will require deep immersion in a variety of business functions and workflows, and strong collaboration with with other QMS professionals, functional leaders and frontline employees in order to deliver desired results. The various functions this position interfaces with span the entire laboratory value stream such as Logistics operations, Patient Services operations, technical and non-technical laboratory operations, customer services operations and commercial operations.

This is a highly visible role structured to deliver significant performance benefits to regional businesses, their leaders, and frontline employees. You are expected to model LeadershipQuest behaviors, competencies and the learning mindset we all aspire to at Quest. The QMS Sr. Program Manager position is also responsible for coaching other functional roles and developing capability across the region in CI principles and tools on how to utilize them as part of our daily work and responsibilities. This role will create a shared sense of urgency, accelerate change and to move others to action by modeling hands-on involvement and active learning as the primary way to “get things done” in this role.

The Quest Management System (QMS) is Quest Diagnostics’ approach to aligning decisions and actions to organizational priorities and then executing effectively. The QMS toolset and methodologies are designed for successful adoption and execution of continuous improvement principles in both day-to-day work and in paradigm-shifting breakthrough initiatives. It is the structured way we support our people, lead change, and solve problems. Continuous Improvement (CI) is one of the 7 practices comprising the QMS:

Quest Management System – 7 Areas of Practice

1. Management Approach & Governance

2. Breakthrough Management and Hoshin Planning

3. Customer Insights and Solutions Development

4. Process Management

5. Continuous Improvement (CI)

6. Project Management

7. Change Management

Quest Diagnostics’ CI practice comprises numerous approaches enabling everyone across the company to improve our work by eliminating waste regardless of the obstacles they face or the environment they work in. Primary among these approaches is Kaizen: a Toyota-inspired approach to waste elimination, standardization, and human capability building adopted by top tier companies worldwide. In terms of execution at Quest, kaizen is practiced by everyone as we examine our work for small improvements every day. When larger opportunities are found that require more than 2 or 3 others to accomplish, locally-led kaizen events are effective. Larger, more complex problems needing disciplined cross-functional focus may call for a multi-team kaizen event lead by trained QMS kaizen facilitators or a corporate CI leader supporting a Shingijutsu consultant. Whether small “flow-disrupters” or big urgent business-level problems, kaizen is an approach we use.

Job Responsibilities

Alongside building the capabilities and engagement of all regional employees (satisfaction, skills development, retention, productivity), success for CI Sr. Program Managers is also measured by quantifiable improvement of the region’s operating margins, productitivity, quality & service performance, and customer experience.

1.     Advances goals and delivers expected results by leading improvement initiatives and kaizen events and working with cross-functional teams.

-       Identify and prioritize business issues based on the context

-       Develop problem-solving capabiltiies

-       Removes issues, roadblocks, and problems

-       Acts as a change agent to guide teams toward success

-       Coaches team members to perform through issues and constraints

-       Owns the timeline, budget, resource constraints, and deliverables

-       Shifts between the "big picture" and the small-but-crucial details (strategic vs. tactical)

-       Knows when to roll up sleeves and work through detailed issues

-       Ensures appropriate tools are applied effectively (e.g., standard work, process maps, the kaizen cycle, material and information flow charts, charter, Gantt charts, status updates, etc. )

2.     Applies other QMS approaches to a variety of large or complex problems actively identifies current state, future state, gaps, and root causes of issues in ways that lead to aligned action around sound solutions.

3.     Actively identifies root causes of issues and designs solutions that address them

4.     Leads efforts to implement Process Control and Management (process definition, documentation, ownership,metrics, and montoring systems)

5.     Facilitates workshops and Kaizen Event teams to help quickly achieve strategic objectives, learning breakthroughs, and broad capability development among all participants across the enterprise

6.     Works with local, regional and national QMS team members to identify and prioritize continuous improvement opportunites

7.     Works with functional and site leaders as a “thought leader” to create future state improvement roadmaps with clear executable plans that are in line with the business strategies improvement needs

8.     Works with local, regional and national QMS team members to instill effective daily standard work habits, effective behaviors, and daily performance management

9.     Contributes toward building a grass-roots culture of continuous improvement

10.  Coaches other employees on the use of various tools, concepts and practices foundational to QMS in order for Quest Diagnostics employees to build self-sufficiency, sustainability and scalability


Qualifications/Job Requirements

1.     Demonstrated understanding and experience in continuous improvement, process management, or system thinking (7 to 10 years)

2.     Significant experience working in the Toyota Production System, Danaher Business System, Virginia Mason Production System, Honeywell Operating System or similarly mature and rigorous lean model highly desired.

3.     First-hand experience participating in and leading teams in Shingijutsu-style kaizen events (aka Rapid Improvement Events, Kaizen Blitzes, Work-Outs, etc.)  is highly desired.

4.     Deep experience with continuous improvement principles and practices including 5S, 8 Wastes, Standardized Work, Value Steam Mapping, Plan-Do-Check-Act or PDCA, Production Preparation Process or 3P, cycle time, takt time, lead time

5.     Demonstrated experience using structured problem-solving skills: uses a systematic, disciplined and data-driven approach that identifies the root causes of various issues and designs solutions to resolve them

6.     Demonstrated experience leading large and high complexity projects from initiation to completion

7.     Proven track record in facilitating discussions or workshops

8.     Demonstrated ability to develop strong relationships with others

9.     Demonstrated experience leading changes

10.  Demonstrated ability to influence business leaders

11.  Demonstrated experience with process management

12.  Basic knowldege of VOC tools & some DFSS tools

13.  General knowledge of Hoshin and breakthrough planning

14.  Advanced statistical and data analysis skills

15.  Effective written and verbal communication skills across multiple formats:  formal presentations, meetings, conference calls, e-mails, and memos 

16.  Ability to handle multiple projects simultaneously

17.  Advanced in Microsoft Excel, Word and Powerpoint applications

18.  Comfortable with Microsoft Project

Additional Details

•         Participation in Communities of Practice

•         Leading of QMS training classes

•         Documentation of business processes

•         Completion of required continued learning


•         Bachelor’s degree required

•         Formal training in continuous one or more of these improvement methodologies (e.g. Lean Manufacturing, TPS, Six Sigma, Total Quality Management, Project Managementetc.)

•         External certification in Lean, Continuous Improvement and/or Six Sigma (from Shingijutsu, ASQ, SME, or Shingo), Project Management (PMI Certification), Change Management certification are strongly desired

Skills and Bahaviors Critical for Success in the Role

•         Problem solving skills

•         Verbal communication skills

•         Written communication skills

•         Interpersonal skills

•         Decision making skills

•         Planning and organization skills

•         Negotiation skills

•         Results-oriented

•         Creative

•         Persistent

•         Composed

•         Able to learn new concepts rapidly

•         Able to work independently with little supervision


•         25% travel expected (expectations shown are targeted ranges; actual travel required will vary by project and can exceed or go below targeted amounts)

•         This role is based in the Quest’s East Region, specifically the Teterboro, NJ area.

•         Some evening work hours may be required, depending on project needs

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