Continuous Improvement Specialist

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

**Your Role**:
This role involves gathering, analyzing, and interpreting Customer Care and Logistics data to drive service excellence by identifying root cause of issues and implementing process improvements. This role blends analytics, customer insights and operational optimization to improve customer satisfaction, reduce complaint reoccurrence and financial losses. You will work with the Operations leadership team to improve efficiency, productivity, and profitability by recommending and implementing changes to business processes, systems, and technology.

**What you'll be doing**:

- ** Business Intelligence & Analytics**
- Analyze complaint data across all channels to identify trends, root cause and performance gaps
- Use data to prioritize high impact issues affecting customer satisfaction and operational efficiency
- Partner with Customer Care Manager to develop reports, and KPI’s to monitor complaint resolution performance and service quality
- ** Continuous Improvement**
- Lead or support cross functional initiatives to resolve recurring customer care issues
- Facilitate root cause analysis workshops and problem-solving sessions with stakeholders across departments
- Recommend process changes, training needs or system enhancements to prevent repeat complaints and improve resolution timeframes
- ** Collaboration & Stakeholder Mgmt.**
- Work closely with Manager/Supervisors to identify opportunities that streamline operations and drive operational efficiency
- Partner with Customer Care, Logistics and Commercial to translate complaint and service data into actionable improvements
- Act as a liaison between HPR’s and Supervisors to align on business goals and customer needs
- Present findings and progress reports to senior leadership with clear visuals and actionable recommendations
- ** Governance & Reporting**
- Ensure standardized documentation of all identified issues, proposed solutions and outcomes
- Support audit and compliance reporting by maintaining accurate records of resolution metrics and improvement initiatives

**What you'll bring**:

- Bachelors Degree
- 3+ years analytics/operations experience or process improvement
- Experience in customer care/logistics or healthcare
- Strong understanding of CRM and complaint tracking tools
- Strong understanding of customer experience (CX) strategy and supply chain models
- Excellent problem solving, communication and stakeholder mgmt. skills
- Proficiency in data analysis techniques
- Familiarity with BI tools like Tableau, Power BI, or similar platforms is essential for data visualization, reporting, and dashboarding.
- Effectively communicate findings/insights to both technical/ non-technical audiences
- Identify business problems, analyze data to understand the root causes, and propose data-driven solutions
- Critically evaluate data, identify trends and patterns, and make data-informed decisions.
- A strong understanding of business processes, operations, and industry trends is essential for translating data into actionable insights

**Nice to have**:

- PMP certification or equivalent preferred; Six Sigma/Lean a plus.
- Proficient in data visualization and BI tools (Excel/JDE/Tableau)
- Vantive is committed to supporting the need for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission._

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**Reasonable Accommodation**

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