Head of Process Engineering

Overview:
Inovalon is creating a Process Engineering team to lead and deliver a firmwide program to document, optimize, enhance controls and continually improve all execution processes and supporting systems. The Head of Process Engineering will lead a team of process experts to define and deliver the strategy, governance, roadmaps, and value realization plans to ensure operating models, business processes, and technology platforms support scalable growth and superior customer outcomes. The Head of Process Engineering will be a strategic leader within Inovalon's Customer Success and Operations organization and partner with leaders and teams across Customer Success, Operations, Product, Technology, Resources, and Corporate Functions to rapidly deliver the overall Process Engineering strategy and program. They will ensure the program aligns operational transformation initiatives with business objectives, improve organizational scalability, reduce operational risk, and deliver measurable business outcomes. The role is expected to serve as a thought leader in process engineering, automation, continuous improvement, and AI-powered operational transformation.

Lead Inovalon's global Process Engineering, Operational Excellence, Digital Transformation, and Operational Technology strategy by creating world-class processes, governing the platforms that enable them, and accelerating AI-powered innovation across Customer Success and Operations.

Duties and Responsibilities:

Key Leadership Responsibilities:

• Lead the definition and delivery of the enterprise-wide process engineering strategy.
• Establish, lead and develop a team of process engineering specialists to deliver the strategy.
• Establish and lead the Process Engineering Steering Committee to ensure firmwide alignment and prioritization.
• Build effective relationships with leaders across Customer Success, Operations, Product, Engineering, Technology, Finance, HR, Compliance, Security, and Legal leaders globally to identify, prioritize, and execute transformation initiatives.
• Establish enterprise standards for process engineering, business transformation, governance, and operational excellence.
• Serve as a strategic advisor to executive leadership on operational and technology strategy.
• Develop multi-year transformation roadmaps aligned to corporate 

Enterprise Process Strategy & Governance:

• Define and maintain enterprise process management standards, methodologies, and governance frameworks.
• Lead enterprise-wide process discovery activities across business functions, design stakeholder interviews, workshops, and process assessment sessions.
• Establish the processes and tools to document current-state and future-state processes using industry-standard methodologies and tools.
• Ensure processes are in place to ensure documentation remains current and aligned with evolving business needs.
• Ensure alignment between operational processes, corporate strategy, regulatory requirements and business objectives.
• Establish enterprise process ownership models and KPI frameworks.
• Improve compliance, operational controls, quality, productivity, and scalability.

Operational & Customer Success Technology Product Ownership:

• Own the vision, strategy, roadmap, governance, and business outcomes for all Customer Success and Operations technology platforms.
• Manage platform portfolios including CRM, customer support, customer success, knowledge management, analytics, automation, AI, and operational systems.
• Prioritize investments, enhancements, integrations, and platform modernization initiatives.
• Lead platform steering committees and executive governance forums.
• Drive platform adoption, utilization, business value realization, and user satisfaction.

Operational Excellence & Continuous Improvement:

• Establish a culture of continuous improvement throughout the organization.
• Apply Lean, Six Sigma, Value Stream Mapping, and operational excellence principles to drive measurable outcomes.
• Develop strategic recommendations supported by operational analytics and performance data.
• Mentor junior process engineers and improvement practitioners.
• Lead large-scale operational improvement programs with significant organizational impact.

Automation & Digital Transformation:

• Develop and manage the enterprise automation strategy and roadmap.
• Prioritize and govern automation investments based on business value and strategic alignment.
• Partner with Technology, Product, and Engineering organizations to implement advanced automation capabilities.
• Oversee realization of business benefits from automation initiatives.
• Track and report enterprise automation performance and ROI.

Performance Management:

• Develop and maintain enterprise KPI frameworks and process performance dashboards.
• Establish operational excellence scorecards across key business functions.
• Monitor and report transformation outcomes, value realization, and organizational performance improvements.
• Present findings and recommendations to executive leadership teams.

Education:

• Bachelor’s Degree in Arts/Sciences (B.A./B.S.) required
• MBA or advanced degree in Business, Operations, or a related field preferred

Experience:

• 12–15+ years of progressive experience in Process Engineering, Operational Excellence, Business Transformation, Product Management, Operations Leadership, or related disciplines required
• 10+ Years 5–10+ years leading managers and global cross-functional teams required

Skills and Abilities:

• Experience building and scaling global organizations.
• Proven track record leading enterprise-wide transformation programs.
• Deep expertise in: Business Process Management (BPM); Process Architecture; Process Governance; Continuous Improvement; Value Stream Mapping; and Operating Model Design
• Experience implementing enterprise process maturity frameworks.
• Experience establishing process ownership and governance models across global organizations.
• Proven experience leading AI-enabled business transformation initiatives.
• Understanding of: AI Governance; Responsible AI; Data Privacy; Risk Management; Healthcare regulatory considerations.
• Experience leading large-scale organizational change programs.
• Experience managing multi-million-dollar budgets, complex transformation portfolios, and Executive-level steering committees.
• Demonstrated success achieving:
  • - Cost reduction
  • - Productivity improvements
  • - Technology adoption
  • - Customer experience improvements

Working Conditions and Physical Demands:

• This is a primarily sedentary role. The employee is regularly required to sit, talk, and hear for extended periods of time, and also required to repetitively use manual labor to operate a computer keyboard and other office equipment.
• The employee may occasionally need to stand, walk, or lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.