EverHealth Process Improvement Manager

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 745,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications.

EverHealth is hiring a Process Improvement Manager to join a team rebuilding how work gets done across our healthcare software brands, including DrChrono, CollaborateMD, Updox, and eProvider Solutions. You will embed with a business function, in areas like go-to-market, customer success, customer experience, or operations, establish what the current process actually is, measure it, and redesign it.

Most of the functions we work with have processes that are undocumented, inconsistently followed, or built around constraints that no longer exist. Automating those as they stand would only make the problem run faster. Your job is to find the real constraint, fix the process, and hand a clean design to the engineers who build on top of it.

It suits someone who has run operational improvement work end to end, is comfortable sitting with a team and watching them work rather than relying on a process document, and can defend a redesign with evidence in front of a function leader.

Responsibilities

Map the Current State

• Reconstruct how a function works today through interviews, shadowing, and system data, at a level of detail the team recognizes as accurate.

• Separate elapsed time from touch time so the difference between work and waiting is visible, not assumed.

• Document the handoffs, queues, decision points, and exceptions that the official process does not describe.

Measure and Baseline

• Pull real duration, volume, and rework data from the systems a function runs on, rather than relying on self-reported estimates.

• Establish a defensible baseline for every engagement before any change is made, so improvement can be attributed rather than claimed.

• Define the operating metrics a function will run on after the engagement ends, and the definition behind each number.

Redesign the Process

• Design the future state from the constraint outward: flow, queue discipline, sequencing, ownership, and the gates that hold quality.

• Decide what should be eliminated, what should be standardized, and only then what should be automated.

• Pressure-test a redesign against real cases and edge cases before it is rolled out, not after.

Drive Adoption and Change

• Work directly with function leaders and frontline teams so a redesign is adopted rather than announced.

• Build the training, standard work, and manager routines that keep a new process in place once the team moves on.

• Track whether a change held after handoff, and go back in when it did not.

Partner Across the Business

• Partner with our engineers so the build starts from a corrected process, and flag when a proposed build would automate a problem instead of solving it.

• Work with Finance to agree on how savings and capacity are defined and counted before results are reported.

• Build a repeatable method across engagements so the fifth function moves faster than the first.

Skills and Experience Needed for Success in This Role

• 5+ years in process improvement, operational excellence, business process consulting, or a hands-on operations leadership role with responsibility for redesigning how work is done.

• Demonstrated experience mapping a complex, multi-team process end to end and delivering a measured improvement, with numbers you can speak to.

• Strong quantitative skills. You can pull, clean, and interrogate operational data yourself in a spreadsheet or BI tool without waiting on an analyst.

• Skilled interviewer and observer who can get past what people say the process is to what it actually is.

• Working knowledge of flow and queue concepts, cycle time, work in progress, and constraint analysis, and the judgment to know which one applies.

• Credible with both frontline teams and executives, and able to hold a position when a redesign is unpopular.

• Clear, plain writer. Your maps, findings, and recommendations need to stand on their own after you leave the room.

• Comfortable with ambiguity and with being the first person to look closely at a function nobody has examined before.

Preferred Experience

• Healthcare technology, SaaS, or another regulated environment.

• Formal training in Lean, Six Sigma, or an equivalent improvement method, applied in practice rather than held as a certificate.

• Experience in implementation, onboarding, revenue cycle, support, or another high-volume operational function.

• Familiarity with CRM and project or work management systems, and with the data they produce.

• Experience working alongside a technical team on automation or AI projects.

• Change management experience where a redesign had to survive a leadership transition or a reorganization.

Where: The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States. Candidates based in the Chicago area will work hybrid, meeting with the team in person 1–2 days per week. Candidates elsewhere in the U.S. will work remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America. 

Benefits and Perks: 

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid 

• Continued investment in your professional development 

• Day 1 access to robust health and wellness benefits, including an annual wellness stipend 

• 401k with up to a 4% match and immediate vesting 

• Flexible and generous (FTO) time-off 

• Employee Stock Purchase Program 

Compensation: The target base compensation for this position is $80,000 to $100,000 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above. 

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!

EverCommerce uses approved artificial intelligence (“AI”) tools to support its business operations. Employees are encouraged to use authorized AI tools, when appropriate for their roles, to improve efficiency, quality, and innovation. All AI use must comply with company policies, including requirements concerning confidentiality, data security, intellectual property, accuracy, and human review. Employees remain responsible for reviewing and validating AI-assisted work.