IT Director, Process Improvement

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The Director of Process Improvement is a key leader in shaping operational processes across Operations. Reporting to the Senior Director of the Operations Portfolio Management Office (OPMO), this role defines and advances process‑improvement strategies, develops and documents operational processes, and leads the continued growth of Yale’s process‑improvement training program grounded in Lean Six Sigma and the DMAIC model.

This role requires experience growing and developing a process‑improvement or continuous‑improvement team and strengthening organizational maturity in these methodologies. The position directly supports the Operations and IT portfolios of strategic projects and provides consultation across broader operational functions of the University. A strong foundational background in project management, portfolio management, and change management is essential, as the team occasionally leads targeted components of work in these areas and must partner closely with peer directors, including the Director of the PMO and the Director of Organizational Change Management.

A core responsibility is directing and coaching a team to identify pain points, simplify processes, and make operational work easier for the community. This includes establishing operational metrics, conducting current‑state assessments, incorporating the voice of the customer, identifying root causes, and driving measurable improvements. Meeting stakeholders where they are—tailoring methods, tools, and frameworks for accessibility and practicality— is essential. The role also oversees the development of operational scorecards and feedback loops to monitor progress and sustain performance gains.

This position advances Yale’s process‑improvement methodologies and tools, including the rollout and enhancement of the Process Improvement Toolkit. It also grows and promotes the Process Improvement Community of Practice, fostering shared learning across Operations and collaborating with similar groups across the University, including the Yale School of Medicine continuous‑improvement team.

The role further champions the exploration and adoption of emerging technologies—such as process mining, task mining, and robotic automation—to deepen process insight and streamline SOP development. Close partnership with leaders in organizational change management and project management ensures alignment and coordinated delivery of initiatives.

Deep knowledge of Lean Six Sigma and DMAIC methodologies, with demonstrated experience applying them to drive measurable operational improvements across complex organizations.

Strong capability in mapping, modeling, and analyzing business processes; defining operational metrics; conducting current‑state assessments; and developing future‑state designs that simplify workflows and improve performance.

Experience coaching, developing, and advancing a process‑improvement or continuous‑improvement team, and building organizational maturity in process‑improvement practices, tools, and techniques.

Working knowledge of project management, portfolio management, and change management principles sufficient to lead targeted components of work, collaborate effectively with peer directors, and integrate process‑improvement activities into broader initiatives.

Ability to meet stakeholders where they are, tailor methodologies to their needs, incorporate the voice of the customer, build…