Sr. Director, Operations & Transformation Change Management

Job Summary

Reporting to the Senior Vice President, Operations and Transformation, the Senior Director of Operations and Transformation Change Management is accountable for designing and leading change strategies that enable successful delivery of IT led technology initiatives and the onboarding of organizations into a centralized Contracting and Incentive Compensation Center of Excellence. This role operates within a complex health and wealth insurance distribution environment, spanning brokerage and career models, multi carrier relationships, and highly regulated processes.

This leader partners closely with IT, Agency Operations, Distribution, Compliance, Service Delivery, Third-Party vendor partners, and organizational leadership to ensure adoption, readiness, and value realization across transformation initiatives that materially impact the agent and marketer experience, incentive compensation accuracy, operational efficiency, and regulatory compliance.

• Lead change management strategy supporting Operational and IT initiatives impacting the marketer and agent experience as well as the onboarding of organizations into the Contracting and Commissions Center of Excellence
• Serve as the primary change leader for major operational transformation and technology programs embedding change management into delivery life cycles across core platforms, workflows, data and vendor implementations
• Design and scale standardized change methodologies, tools and practices that support consistent adoption across business units while meeting SOX-sensitive, regulatory, and audit requirements
• Partner with Operations, IT, Finance, Service Delivery and Distribution stakeholders to assess organizational impacts, translate complex changes into role-based adoption plans, and drive user readiness
• Translate complex technology and process changes into clear, role‑based impacts and adoption plans
• Lead organizational transition from federated to standardized operating models within the Contracting and Commissions CoE, addressing impacts across agent onboarding, hierarchy management, incentive compensation, commission process, and service delivery
• Advise executive sponsors and senior leaders on change readiness, adoption risks, and mitigation strategies
• Develop and oversee integrated communication and training strategies that clearly articulate the purpose, scope, and expectations of change, ensuring message and learning are timely, practical, and audience-appropriate
• Define adoption metrics, behavioral indicators, and value realization outcomes, applying reinforcement strategies and lessons learned to continuously mature change capabilities

• Bachelor’s degree in business, organizational development, information systems, or a related field
• 10+ years of progressive experience in change management, transformation, or large‑scale program delivery
• Direct experience leading change for Centers of Excellence and IT technology implementations
• Demonstrated success onboarding organizations into centralized or shared services models
• Experience operating in regulated environments requiring SOX‑sensitive or compliance‑aware change practices
• Proven ability to influence without authority at senior leadership levels
• Experience supporting centers of excellence or enterprise shared services
• Experience with in insurance, financial services, or highly regulated distribution models preferred
• Familiarity with health and wealth insurance operations, including contracting, commissions, and incentive compensation preferred
• Change management certification (Prosci, ACMP, or similar) preferred
• Strategic thinker with strong execution discipline
• Exceptional communication, facilitation, and stakeholder management skills
• Ability to navigate ambiguity, complexity, and competing priorities
• Data‑driven approach to measuring adoption and outcomes
• Strong partnership mindset with IT, business leaders, and service organizations

• Salary Range: $160,000 to $180,000
• This role may be eligible for a discretionary annual bonus.
• Salary offers will vary commensurate with experience, education, skills, and training

A comprehensive…