Head of Process Engineering

About this role

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

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 prog

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