Lead, Process Governance & Optimization

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Work Schedule Description (e.g. M-F 8am to 5pm)

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Hiring Manager : Full Name: First Last

Overview

Due to growth, we are adding a Lead, Process Governance & Optimization to our team.

The Lead, Process Governance & Optimization is responsible for establishing, governing, and continuously improving the business processes supported by Lumicera's technology products and platforms, including the Pharmacy Management System (ACE), patient and prescriber portals, and future digital solutions. This role serves as the primary steward of workflow standards, process documentation, user personas, and process governance, ensuring business processes remain aligned with system capabilities, operational requirements, regulatory obligations, and business objectives. The position acts as a critical bridge between Product, Operations, Technology, Training, and external vendor partners to ensure workflows are effectively defined, optimized, maintained, and adopted across the organization.

Is this you? Find out more below!

Responsibilities

How do I make an impact on my team? 

• Establish and govern the enterprise framework for workflow documentation, process standards, approval processes, and ongoing maintenance across Lumicera's technology products and platforms.
• Serve as the primary owner and steward of workflow documentation and business process governance for Lumicera’s technology products and platforms, including ACE, patient and prescriber portals, and future digital solutions.
• Establish standards, methodologies, and governance processes for documenting, reviewing, approving, and maintaining business processes.
• Develop and maintain a centralized repository for business process documentation, ensuring version control and accessibility.
• Ensure process documentation remains current and aligned with operational, regulatory, and system changes.
• Facilitate governance reviews and stakeholder approvals for process changes and workflow standards.
• Develop and maintain current-state and future-state process maps, identifying roles, handoffs, decision points, controls, systems, and dependencies.
• Capture workflow impacts associated with product enhancements, operational changes, and strategic initiatives.
• Facilitate process discovery workshops and stakeholder interviews to validate workflow accuracy and identify opportunities for standardization.
• Partner with Product Owners to design future-state workflows that improve efficiency, consistency, scalability, and adoption.
• Facilitate governance and workflow review sessions with cross-functional stakeholders to evaluate process effectiveness, identify standardization opportunities, and support business improvement initiatives.
• Analyze workflow performance, user feedback, support trends, and operational metrics to identify process improvement opportunities.
• Develop recommendations that strengthen workflow governance, standardization, and compliance with established process standards, and technology-enabled process improvements.
• Maintain and prioritize a pipeline of workflow enhancement opportunities and partner with Product Owners to incorporate improvements into product roadmaps.
• Assess workflow performance following implementation and recommend additional enhancements as needed.
• Create and maintain internal user personas for pharmacy operations users.
• Develop external-facing personas for patient and prescriber portal users.
• Other duties as assigned.

Qualifications

What our team expects from you?

• Bachelor’s degree in business administration, healthcare administration, information systems, operations management, or a related field, or equivalent work experience, required.
• Certification/Licenses: Lean Six Sigma Green Belt or equivalent process improvement certification preferred.
• 5+ years of experience in business process governance, process documentation management, governance frameworks, operational controls, or related disciplines required.
• Experience in business process management, workflow optimization, business analysis, or process improvement initiatives required.
• Demonstrated experience documenting, governing, and optimizing complex cross-functional business processes required.
• Experience facilitating stakeholder workshops with operational and technical teams required.
• Experience supporting technology implementations, business readiness initiatives, or organizational transformation efforts required.
• Strong knowledge of process mapping methodologies, workflow analysis, and documentation best practices required.
• Experience working within Agile environments and collaborating with Product Owners and technology teams required.
• Experience in specialty pharmacy, PBM, healthcare operations, healthcare technology, or a regulated environment preferred.
• Familiarity with Pharmacy Management Systems, digital patient engagement solutions, and prescriber platforms preferred.
• Experience with change management methodologies and organizational readiness programs preferred.
• Experience developing user personas, journey maps, and workflow-driven requirements preferred.
• Experience working with software vendors and implementation partners preferred.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

What can you expect from Lumicera?

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program – up to $750!

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