Process Improvement & Change Lead#26-01790

Phoenix, AZ

Onsite

Contract

Starts 4/06/2026 Job Description

Job Title Process Improvement & Change Lead

Client Company/Dept. Name Arizona Department of Economic Security (ADES), AZ

Address 1802 West Jackson #100 City Name Phoenix State Name AZ-Arizona Zip Code 85007 If others (Address) Duration of the project Undetermined Start Date Services Award date is 04/06/2026 and services will start upon fully executed work order and issuance of purchase order Project End Date Undetermined Due date for Resume submission 27th March 2026

No. of Openings 1 No. of Maximum Submissions 1 Project Overview The Arizona Department of Economic Security (ADES), Division of Benefits and Medical Eligibility (DBME), is seeking consulting support to improve the Supplemental Nutrition Assistance Program (SNAP) Payment Error Rate (PER) through targeted policy review, operational improvement, and performance optimization.

The selected vendor will provide advisory support across three key workstreams: policy and regulatory analysis, workflow and process redesign, and workshops with metrics-driven improvement. The engagement is milestone-based and requires strong governance, quality assurance, and delivery oversight.

Mandatory Requirement Minimum 8+ years of total professional experience with:

4+ years in process improvement, operations consulting, business analysis, or service delivery redesign

3+ years in public sector, human services, eligibility operations, or similarly regulated high-volume environments

Demonstrated experience leading at least two workflow/process improvement engagements, including development of As-Is and To-Be process models

Proven ability to identify:

Process inefficiencies, redundancies, and non-value-added steps

Handoff gaps, control breakdowns, and workflow bottlenecks

Strong experience facilitating cross-functional workshops and stakeholder sessions with leadership, supervisors, and frontline staff

Experience translating qualitative and quantitative findings into actionable process improvement recommendations

Demonstrated ability to support operational transformation initiatives, including workflow redesign and implementation planning

Experience working in or with government, human services, contact center operations, or eligibility-driven environments

Must not be limited to:

Manufacturing-only Lean/Six Sigma roles without service operations relevance

Training-only roles without process redesign ownership

IT business analyst roles without operational workflow experience

Job Description Lead execution of Operational & Process Optimization activities, focusing on improving SNAP eligibility workflows and reducing administrative burden while maintaining program integrity

Conduct a comprehensive review of current workflows to identify:

Redundancies and inefficiencies

Non-value-added steps

Gaps impacting accuracy, compliance, and processing timelines

Develop As-Is and To-Be process maps, clearly illustrating current state challenges and future state improvements aligned with program goals

Collaborate with ADES stakeholders to validate findings and co-develop optimized workflows, ensuring practicality and adoption

Support identification and implementation of operational improvements that contribute to reducing SNAP error rates and improving overall efficiency

Facilitate workshops and working sessions across all organizational levels, including executive leadership, management, and frontline staff

Contribute to benchmarking efforts, leveraging best practices from other states or programs to inform recommended improvements

Work closely with the SNAP Policy SME to ensure alignment between policy requirements and operational workflows

Support data collection and analysis efforts, incorporating performance metrics and stakeholder feedback into process improvement recommendations

Contribute to development of deliverables, including:

Process maps and workflow documentation

Improvement recommendations and implementation considerations

Workshop summaries and stakeholder insights

Skill set info Strong expertise in business process improvement, workflow analysis, and service delivery optimization

Experience working in human services, eligibility operations, or high-volume case processing environments, preferably within government settings

Proven ability to develop As-Is and To-Be process maps, using tools such as Visio, Lucidchart, or similar platforms

Strong facilitation skills, with experience leading interactive workshops and stakeholder sessions across diverse groups

Ability to identify and quantify process inefficiencies, bottlenecks, and control weaknesses, and translate them into improvement opportunities

Experience integrating qualitative insights (interviews, workshops) with quantitative data (performance metrics, KPIs)

Familiarity with Lean, Six Sigma, or similar process improvement methodologies, including waste reduction and continuous improvement principles

Strong analytical and problem-solving capabilities, with focus on practical, implementable solutions

Effective communication skills, including ability to develop clear process documentation, presentations, and recommendation materials

Preferred experience includes:

• Direct exposure to SNAP, Medicaid, TANF, or other eligibility-based programs
• Change management or adoption support experience (e.g., Prosci or similar)
• Experience benchmarking or adapting practices across multiple agencies or jurisdictions
• Education Bachelor's degree required in Business, Public Administration, Industrial Engineering, Operations, Organizational Development, or a related field
• Relevant certifications such as Lean Six Sigma Green Belt/Black Belt or change management certification (Prosci or similar) preferred
• Certifications (if required) N/A
• Documentation Required for submission Resume & References

Work Hours General Work authorization required US Citizen & GC Relocation is accepted N/A Remote work Yes Additional Notes if any Hybrid By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at Privacy Policy - Abacus.