Manager, Process Improvement & Operational Excellence-Salesforce SME (Remote)

• Serve as a Salesforce-focused subject-matter expert supporting CRM workflows, data integrity, reporting, and operational process design.
• Lead and support Salesforce enhancements through requirements definition, IT partnership, UAT, production validation, and post-launch support.
• Understand Salesforce integrations and upstream/downstream dependencies across Evolve, lead sources, eligibility data, reporting extracts, agent/broker data, and operational dashboards.
• Partner with IT, Product, Operations, and Analytics teams to troubleshoot issues, validate changes, and ensure Salesforce-enabled processes support business needs.
• Support Genesys telecom workflows, including outbound dialer campaigns, call routing, disposition tracking, reporting impacts, and Salesforce integration touchpoints.

• Translate system and operational data into actionable insights that inform process decisions
• Ensure accuracy, consistency, and usability of reporting tied to operational workflows
• Partner with analytics and reporting teams to ensure dashboards and metrics accurately reflect operational workflows

• Act as a trusted partner to Sales, Agent Operations, and Member/Provider teams
• Communicate complex process and system insights clearly to both technical and non‐technical stakeholders, including leadership
• Manage timelines, dependencies, and delivery commitments across multiple concurrent initiatives

• 4+ years of experience in process improvement, operational excellence, business intelligence, or analytics roles
• Required hands‐on experience supporting operational processes and data management for the following platforms:
• Salesforce (CRM)
• Genesys (Telecom)
• Member, Provider and Broker Portals
• Proven ability to translate complex, multi‐system data into process improvements and operational insights
• Experience operating in integrated, enterprise system environments
• Strong communication, organization, and problem‐solving skills
• At least 7 years of health care operations, process improvement and/or lean management experience, or equivalent combination of relevant education and experience.
• At least 1 year of management/leadership experience.
• Experience with Medicare, Medicaid, and Marketplace plans.
• Understands key revenue levers and cost drivers of business processes.
• Understanding of critical success factors for the industry.
• Experience designing and delivering solutions related to operational improvement functions.
• Ability to work cross-collaboratively across a highly matrixed organization and establish and maintain effective relationships with internal and external stakeholders.
• Strong organizational and time-management skills ability to manage simultaneous projects and tasks to meet internal deadlines.
• Strong verbal and written communication skills.

• Salesforce SME

To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board.

Molina Healthcare offers a competitive benefits and compensation package.

Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.