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Beth Israel Lahey Health Director, Operational Excellence in Burlington, Massachusetts

Job Type: Regular

Time Type: Full time

Work Shift: Day (United States of America)

FLSA Status: Exempt

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

The Director of Operational Excellence reports to Executive Director, Operational Improvement and Physician Compensation and is responsible for leading all Lahey’s Continuous Improvement activities to ensure the movement of the organization toward a culture of operational excellence. This person is responsible for the development and implementation of Lahey’s PI strategies in collaboration with the Executive Team.

The Director will work with the Executive Dean for UMass-Chan Lahey medical school to develop, implement, and assess training of medical students. This will include (but is not limited to) the development of a green belt program that can be taken as an elective.

The Director of Operational Excellence plays a key role in the development and nurturing of a culture of quality improvement and implementation science throughout the organization including all programs throughout our health system. The Director will make decisions that reflect the contributory role of nursing, pharmacy, physicians, other providers, other team members and leadership and is responsible for providing improvement recommendations relative to the continuous improvement functions of the organization.

This leader plays a key role in the organization’s commitment to operational excellence as an approach to assess and improve the quality of healthcare services delivered. The Director will also serve to evaluate the leadership systems and process issues and facilitate necessary improvement.

Job Description:


• Assists and supports executive team in defining and executing organizational goals and strategic plans.

• Has oversight of complex, multi-departmental improvement projects in the areas of service excellence, quality and safety, operational efficiency, cost management and clinical care redesign.

• Enhances the organizational competency of quality improvement and implementation science.

• Works with the team members to educate and support activities and initiatives related to improvement science.

• Manages and develops the Continuous Improvement staff.

• Mentors team members in the principles and practice of quality/safety and process improvement including mentorship for improvement initiatives.

• Maintains awareness and responsiveness to relevant changes in the healthcare industry.

• Provides distinctive technical/functional expertise and leadership for the organizational objectives

• Leads the strategic improvement initiatives around the organization through coaching others in PDSA cycles, continual improvement (Lean) and other performance improvement modalities to drive improvements in safety, quality and efficiency.

• Incorporates statistical process control charts to track data and identify priorities and initiatives. Empowers team members to improve performance outcomes and has direct responsibility for department leadership development.

Position Specific Role Responsibilities

• Advisor to functional executive on key initiatives and works with the President to develop the strategy and growth of the Operational Excellence programs at Lahey, as well as partnership across our care alliance.

• Responsible for providing coaching, education, and assistance in the development, implementation and measurement for assigned projects and performance improvement initiatives

• Leads team members to manage change and manages a team of persons dedicated to driving quality, safety and fulfilling the responsibilities described. Instills and sustains a sense of customer service, high accountability, and high reliability among team members.

• Serves as an improvement mentor and develops approaches and training to ensure the highest quality of deliverables for internal/external customers:

  • Develops strong, positive relationships with all members of the teams.

  • Successfully integrates operational excellence principles into current and future practice.

  • Remains current on operational excellence methodologies and disseminates pertinent information.

  • Facilitates or assists in providing Operational Excellence educational sessions.

  • Escalates barriers to EXECUTIVE TEAM and tracks performance.

  • Participates in performance improvement meetings.

  • Oversees, participates and/or collaborates in initiatives related to creating a culture of improvement.

  • Observes processes/practices in the designated areas.

• Demonstrates advanced leadership skills as evidenced by the consistent application of leadership success profile characteristics.

• Maintains a master project plan to delineate the work of the CI teams.

• Leads/Facilitates/Coaches on operational excellence principles and tools for process and system design.

• Develops approaches and manage work to ensure the highest quality work and deliverables for internal/external customers.

• Utilizes dashboards and reports to monitor key critical performance measurements and drives utilization of dashboards.

• Participates in implementation and optimization of other relevant technological implementations that relate to operational excellence.

• Oversees recruitment, training, professional development and evaluation of all CI staff. Ensures that the team’s work is high quality and meets the department’s service standards.

• Oversees and manages a portfolio of continuous improvement projects with an emphasis on achieving measurable results in quality, safety, efficiency and service. Key activities include prioritizing the projects and ensuring that they have the appropriate sponsorship. Addresses barriers to projects being completed in a timely manner, achieving their goals and sustaining their results.

• Coordinates the development and implementation of the necessary Lahey-wide operational excellence training so the concepts of CI can be leveraged by individuals throughout the organization.

• Provides or oversees the coaching of CC staff on their local process improvement initiatives.

• Serves as the internal expert on CI tools, principles and techniques.

• Facilitates complex meetings with people throughout the organization on an as needed basis.

• Develops and recommends the budget for the areas managed. Manages activities to assure financial goals are met.

• Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with system-wide initiatives.

• Encourages and supports diverse views and approaches, creating an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors.

• Integrates diversity into departmental objectives, such as hiring, promotions, training, vendor selections, etc.

• Ensures compliance with regulatory agencies such as Joint Commission, DPH, etc. Develops and maintains procedures necessary to meet regulatory requirements.

• Ensures that department complies with hospital established policies, safety, and infection control policies and procedures.

• Ensures adequate equipment, software and supplies for department.

• Develops and maintains established departmental policies, procedures, and objectives.

• Ensures compliance to all health and safety regulations and requirements.


• Directly manages Continuous Improvement professionals.


• Bachelor's Degree in Engineering, Healthcare or Business (or equivalent) required.

• Master's Degree in Engineering, Healthcare or Business (or equivalent) preferred.

• Minimum of seven (7) years of experience in performance improvement in healthcare required with demonstrated success and evidence of progressive leadership skill development.

• Five (5) to seven (7) years of experience in system design using Shingu or LEAN principles required.

• Two (2) or more years of management experience preferred.

• Seven (7) or more years of Microsoft Office and analytical/problem solving skills required.

• Five (5) to seven (7) years of experience working with complex systems issues such as patient safety, strategic initiatives or efficiency projects is preferred.

• Five (5) to seven (7) years of experience with teaching and curriculum development of Lean/Six Sigma and Shingu or LEAN required.


• Lean/Six Sigma certification required, Shingu or LEAN certification preferred.

• Project Management Professional (PMP) Certification preferred.


• Excellent communication and interpersonal skills for collaboration, team building and team engagement.

• Strong project management skills, including the ability to identify stakeholders, plan steps, coordinate and allocate resources to accomplish goals and objectives in a timely manner, as well as ability to effectively produce deliverables.

• Leadership skills, including comfort with decision-making responsibilities; coaching, teaching, and mentoring skills; and the ability to inspire and build confidence in others and to forge alliances and garner support.

• Thorough ability to recognize implications of business plans and decisions. Full working knowledge of various software and spreadsheet applications used in process mapping, process design / redesign, and workflow management.

• Superior teamwork skills, both as a leader and a team member, combined with a track record of success. Strong people leadership skills both in direct reporting relationship and matrix-based leadership. Effective change management skills.

• Strong sense of ownership and high level of accountability. Ability to work independently and to manage multiple tasks in a fast-paced environment.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more ( about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled