MKS2 Technologies · 16 hours ago
Senior Process Redesign Lead
United States
Full-time
Remote
Mid, Senior Level
$135K/yr - $145K/yr
4+ years expMKS2 Technologies, LLC is an award-winning high growth small business that creates innovative technology solutions in various fields. They are seeking a Senior Process Redesign Lead responsible for architecting future-state processes for a modernized clinical contact center using Lean Six Sigma principles and human-centered design.
Cyber SecurityInformation TechnologySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
Qualification
Required
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
Preferred
Experience supporting VA, DoD, or other federal health agencies
Background in clinical contact-center operations or healthcare delivery workflows
Experience with federal healthcare operations and clinical processes
Lean Six Sigma Green Belt or equivalent certification
Training or experience in Human-Centered Design
Benefits
Full benefits included
Company
MKS2 Technologies
MKS2 is a technology business providing services to the federal government and commercial clients.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Brendan Mullen
Founder and CEO
Recent News
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