Director – Change Management

• Lead execution of the change management approach, including change strategy support, stakeholder planning, change impact assessments, readiness activities, adoption plans, and business engagement
• Manage priorities, timelines, and operating rhythms for training, communications, sales enablement, SOP updates, and business readiness work streams
• Partner with business, operations, BPO, product, technology, client teams, sales, legal/compliance, regulatory, and service functions to align on change impacts, stakeholder needs, risks, dependencies, and adoption plans
• Coordinate role-based training strategies, learning plans, training content, knowledge checks, train-the-trainer materials, and readiness support
• Develop and execute communications plans, including stakeholder messaging, leadership updates, FAQs, talking points, engagement forums, feedback loops, and change narratives
• Support sales enablement readiness by creating client-facing messaging, positioning support, objection handling, briefing materials, and enablement content
• Ensure SOPs, job aids, playbooks, support procedures, knowledge articles, and operating model documentation are updated and aligned to future-state processes
• Track change readiness, training completion, engagement feedback, adoption risks, stakeholder sentiment, open decisions, and action follow-up; elevate blockers with recommendations
• Align change activities with migration waves, go-live timing, stabilization needs, and operational support plans

• High School Diploma or GED required
• 5+ years of professional experience required
• Demonstrated experience supporting or leading change management, transformation adoption, training, communications, sales enablement, business readiness, operational readiness, or large-scale implementation programs required
• Experience designing or overseeing role-based training, train-the-trainer models, job aids, SOP updates, knowledge management content, and user adoption support required
• Ability to manage multiple work streams, dependencies, timelines, issues, and stakeholders in a fast-paced, highly matrixed environment required
• Bachelor's degree preferred
• Proven ability to lead work streams, influence cross-functional partners, coach team members, and create accountability, clarity, and collaboration across matrixed teams preferred
• Experience developing change strategies, stakeholder maps, change impact assessments, adoption plans, readiness scorecards, and measurement approaches preferred
• Strong communication and storytelling skills with the ability to translate complex transformation topics into clear, practical messaging for senior leaders, client-facing teams, and operational audiences a plus
• Ability to partner effectively with sales, account management, operations, product, technology, legal/compliance, regulatory, and client-facing teams to support readiness and enablement preferred
• Understanding of PBM workflows, claims adjudication, benefit setup, client configuration, operational controls, SOPs, or healthcare operations preferred
• Ability to travel up to 50% of the time

Demonstrates expertise in change management, transformation adoption, and training strategies, with a strong focus on stakeholder engagement and communication. Proven ability to manage multiple work streams and collaborate across cross-functional teams to ensure operational readiness and successful implementation.

• Change Management
• Training Development
• Stakeholder Engagement
• Sales Enablement
• Operational Readiness

• Change Strategy Development
• Role-Based Training Design
• SOP Updates
• Knowledge Management
• Adoption Planning
• Change Impact Assessment
• Readiness Scorecard Development
• Measurement Approaches
• Client-Facing Messaging
• Objection Handling

• Strong Communication Skills
• Storytelling Skills
• Influencing Skills
• Coaching Skills
• Collaboration Skills

• High School Diploma
• GED

• PBM Workflows
• Claims Adjudication
• Benefit Setup
• Client Configuration
• Operational Controls
• Healthcare Operations