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MKS2 Technologies logo
MKS2 Technologies

Austin-based SDVOSB delivering application development, cybersecurity, instructional design and training to DOD and VA.

Senior Process Redesign Lead

Product DesignerProduct DesignerOtherRemoteSeniorTeam 201-500Since 2008H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

134 days ago

Salary

$135K - $145K / year

Seniority

Senior

Bachelor Degree4 yrs expEnglish

Job Description

Senior Process Redesign Lead

MKS2 Technologies

• Facilitate process mapping and requirements validation sessions with contact center leaders, schedulers, clinicians, and call agents to capture current-state challenges and operational gaps. • Develop comprehensive future-state artifacts—including swim lane diagrams, RACI matrices, SOPs, and workflow documentation—spanning intake, triage, appointment scheduling, secure messaging, and escalation pathways. • Quantify expected benefits and value delivered through redesigned processes, including efficiency gains, quality improvements, and experience enhancements. • Partner with Technology teams to ensure redesigned workflows align with system capabilities, configuration decisions, and user interface requirements. • Support pilot planning and execution by defining success metrics, data collection approaches, and structured feedback loops. • Train frontline supervisors and agents on new processes; gather insights from early adoption and drive iterative refinements. • Develop implementation playbooks to guide consistent rollout across sites and operational teams.

Job Requirements

  • 4+ years of experience in process improvement, ideally within healthcare, technology, or government settings.
  • 3+ years of experience working in or with the Federal Government.
  • Demonstrated experience supporting large-scale change initiatives or technology-enabled transformations.
  • Proven ability to lead cross-functional workshops and produce clear, actionable process documentation.
  • Strong analytical skills with the ability to interpret operational metrics such as AHT, ASA, occupancy, and VOC insights.
  • Bachelor’s degree in Information Technology, Business Administration, or related field.
  • Familiarity with Lean, Kaizen, or Six Sigma methodologies.
  • Proficiency with process modeling tools such as Visio, Lucidchart, or similar platforms.
  • Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust.

Benefits

  • full benefits included

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