Senior Process Optimization Specialist, iQueue for Infusion Centers

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 190 health systems and over 1,200 hospitals and centers across 49 states rely on our award-winning products and expert change management services to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world.

Please note that while this role is listed as available for remote, we are currently employing in the following states: AK, AZ, CA, CO, CT, DC, FL, GA, IA, IL, IN, KS, KY, LA, MA, MD, ME, MI, MO, MT, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV. If your state is not listed, we may not be able to proceed with your application. We have offices in Santa Clara, CA and Charlotte, NC for employees who prefer to work regularly or occasionally from an office. In this role, you will lead process optimization for the iQueue for Infusion Centers product. Partnering with infusion center customers and cross-functional teams, you will leverage insights from hundreds of centers to design scalable operational playbooks. You will apply project management expertise to help infusion centers introduce Lean-based workflows on the iQueue platform, spearheading change management initiatives that drive seamless adoption and deliver high-impact, measurable results. If you’re excited about enhancing healthcare delivery and making a difference, we’d love to have you on board!

WHAT YOU'LL 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 YOU'LL 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 sol