Director, Digital & Workflow Innovation - NPS

The Director, Digital & Workflow Innovation is responsible for business ownership, governance, and execution enablement of all national technology platforms-both hardware and software-that support employee and patient experiences across Quest Diagnostics.

This role serves as the primary business owner to IT and Digital Product Owners, ensuring technology investments are clearly prioritized, properly scoped, fully resourced, rigorously tested, and successfully delivered.

The Director ensures that hardware and software solutions are fit-for-purpose, scalable, secure, and aligned to frontline workflows, while maintaining tight oversight of IT capacity and utilization to support all funded initiatives.

National Technology Platform Strategy

• Own the business strategy and roadmap for national employee- and patient-facing technology platforms, including:
  
  In-center and frontline hardware (workstations, kiosks, printers, scanners, digital signage, mobile); Core and supporting software platforms (scheduling, access, communication, workflow, analytics, billing and experience tools)
• Ensure technology platforms align with national experience standards, operational workflows, compliance requirements, and growth initiatives.
• Serve as the accountable business owner for platform lifecycle management-from concept through deployment and optimization.

Partnership with IT & Digital Product Owners

• Establish and maintain tight, trust-based partnerships with IT Digital Product Owners, Engineering, Infrastructure, Architecture, and Delivery teams.

Jointly drive:

• Portfolio prioritization and sequencing
  
  
  
  • Scope definition and dependency management
  • Trade-off decisions across cost, speed, and capability
  
  
• Serve as the primary escalation point for conflicts related to priority, scope, timing, or resource constraints.

Requirements Definition & Solution Design

• So-lead business-side requirements definition with National Patient Service teams for both hardware and software initiatives, including:
  
  
  
  • Functional and non-functional requirements
  • User stories and experience flows
  • Hardware specifications and environmental needs
  • Integration and interoperability requirements
  
  
• Ensure requirements reflect frontline realities, patient experience expectations, and operational constraints.
• Validate proposed solutions against usability, scalability, security, and supportability standards.

Testing, Validation & Readiness

• Own business readiness for all technology deployments, including:
  
  
  
  • User Acceptance Testing (UAT)
  • Hardware pilots and field validation
  • End-to-end workflow testing
  
  
• Ensure technology is validated across employee and patient journeys prior to national rollout.
• Partner with Training, Culture & Capability team to ensure deployment readiness, documentation, and support models are in place.

Delivery Governance & Execution Oversight

• Establish governance structures with IT and Regional Patient Services to monitor delivery milestones, risks, dependencies, and outcomes.
• Ensure funded initiatives are delivered on time, within scope, and within approved budgets.
• Provide executive-level reporting on delivery performance, risks, and decision points.
• Drive rapid issue resolution to minimize operational disruption.

IT Resource Planning & Utilization

• Partner with IT to ensure IT capacity and skills are properly aligned to approved, funded initiatives.
• Support demand planning and capacity forecasting across product, engineering, infrastructure, QA, and deployment teams.
• Monitor utilization and throughput to identify bottlenecks and resource gaps.
• Advocate for rebalancing or incremental resources when priorities or funding shift.

Financial & Portfolio Alignment

• Support business case development with National, Regional and Corporate teams for technology investments, including hardware refresh cycles and software enhancements.
• Track delivery and utilization against approved funding.
• Support National, Regional and Corporate teams to ensure technology investments deliver measurable improvements in experience, productivity, and operational efficiency.
• Distinguish between discretionary enhancements and critical operational or regulatory initiatives.

Change Management & Adoption

• Support National, Regional and Corporate teams to ensure technology changes are supported by demos, visuals and workflows to drive training and deployment & communication plans
• Support adoption and sustainment through feedback loops and post-implementation optimization.

Continuous Improvement & Innovation

• Identify opportunities to standardize, modernize, and simplify hardware and software platforms.
• Reduce manual work and operational friction through technology optimization.
• Stay current on emerging technologies relevant to patient access, frontline operations, and experience enablement.
• Promote platform reuse and rationalization to reduce complexity and cost.

Required Work Experience:

• At least 10-years of leadership experience in information and digital product management
• 5+ years project management experience
• Experience working in a matrix or complex operating structure

Preferred Work Experience:

• Hands-on experience with Agile framework
• Hands-on experience in financial and budget management

Physical and Mental Requirements:

• Location is flexible
• May require extended periods of focus
• May require extended periods of sitting or standing
• Ability to manage stress
• Capable of handling multiple priorities in a high volume setting

Knowledge:

• Strong knowledge of Microsoft Excel and Powerpoint
• Understanding of IT side of business operations and the patient service environment

Skills:

• Strong technical expertise
• Strong sense of collaboration
• Able to act as a Subject Matter Expert
• Strong interpersonal skills
• Strong communication skills
• Ability to abide by strict timelines and budgets

People Leader Responsibility:

• Exempt and non-exempt employees

Education

• Bachelor's Degree (Required)
• Master's Degree (Preferred)

Licenses and Certifications

• Green Belt Certification is a plus

Work Requirements

• Travel Required