Sr. Manager, Client Integration Change Management (Remote within Northeast)

TheSr. Manager, Client Integration Change Managementroleis a critical leadership role responsiblefor thecustomer, partner, and patient experiencein a multi-year, enterprise-wideEpic transformation. This leader will design, execute, and governtheclientchange management strategy, with a primary focus onassessing, aligning, and articulatingclientimpacts, and guiding external stakeholders through technology and businesstransitions and enhancements.They will partner witha cross-functionalteam toensure adoption, highutilization, andproficiencywith the new clinical and operational technology systems and associated business processes. This hands-on change agent will focus specifically onproviding the technical assessment of change and strategic counsel for change activitiesto minimizedisruption, maximizereadiness, andenablenew ways of workingfor clients and client-facing teams. This role requires a collaboratorwho balances strategic focus withdetail-orientedexecutionand who hasexperience incustomer/external-facing change management forlarge-scale technology deploymentsand transformation initiatives.

The Sr. Manager is largely remote but must reside within the Northeast. Travel will be up to 25%.

• Design and execute acomprehensive,client and client-facing teamchange management strategyutilizingChange Managementmodels such as ADKAR encompassingchange impact assessments,stakeholderanalysis and engagement,resistance management, readiness assessments, and training.Ensure the change plan directly supports the broader strategic goals of Project Nova while respecting diverse client needs.
• Serve as the central point of contact for balancing the needs of internal program teams and external client stakeholders. Proactively identify and resolve conflicting demands to ensure client concerns are addressed without derailing the master timeline.
• Conduct rigorous change impact and stakeholder analyses to anticipate the effects of the transformation on various client segments. Proactively identify and develop targeted countermeasures for areas of potential resistance or risk.
• Work across the technology transformationprogramteam tocompile,understandand assess all changes that will directly affectvariousclienttypes in a formal Change Impact Assessmentand Stakeholder Analysis.
• Build and deploy holistic, thoughtful engagement plans that leverage cross-functional partners e.g. Communications, Training, Marketing, Commercial. Establish and monitor adoption metrics, satisfaction scores, and proficiency levels post-go-live, adjusting interventions as needed
• Maintain inventory of changes across stakeholder groups andestablishfeedback loopsto ensure accuracyas project develops and leverage learnings throughdeployment waves.
• Establish andmonitoradoption metrics, satisfaction scores, andproficiencylevelspost-go-live, adjustinginterventionsas necessary.
• Collaborate ontransparent internal and external communications to build awareness,maintainengagement, manageexpectationsand ensure stakeholderalignment.
• Proactively identifyrisks orareas of potential resistance and develop targeted countermeasures.
• Build, train, and manage a network of client-facing change champions. Use compelling arguments and tailored messaging to gain buy-in and active commitment from key influencers and decision-makers within client organizations.
• Tailor all change management activities including communication, training, and support levels to the specific needs, scale, and readiness of different clients.

Required:

• 10+ years of experience in Change Managementor Program Management within large, complex organizations
• Minimum 5 years of direct, hands-onleadership forspecificallyexternally-facingchange managementofmulti-facetedtechnology implementations, and proven ability to manage change acrossmultiple customer typesandgeographies
• Certification and expertproficiencyin organizational change methodologies (e.g., ADKAR,Prosci)

• Demonstrated ability to influence senior executivesand exceptional communication (written and verbal), presentation, and interpersonal skills

Preferred:

• Fluency inprocess improvement methodologies (Lean, Six Sigma)
• Master's degree in Organizational Development, Business Administration (MBA), or a relevant advanced degree

• Project Management Professional (PMP) or equivalent certification (e.g.,PgMP)

Education:

• Bachelor's degree in Business Administration, Industrial & Organizational Psychology, Human Resources, or a related field (Required)
• MBA, Master's degree (Preferred)