Change Management Lead – Member Experience & Adoption

United States Digital Space LLC; Boston (MA); On-site; USD 60,000 - 80,000; Full time

Job summary

United States Digital Space LLC seeks a Change Management Team Lead to guide a dedicated team that helps Membership Services adopt and sustain operational change. You will own the change management framework, drive governance, planning standards, adoption measurement, and reinforcement across a broad set of initiatives.

You will partner with Learning & Training, Quality, Knowledge Management, Support Operations, Launch Readiness, and other leaders to align deliverables, resolve dependencies, and

Qualifications

• 4+ years of experience in change management, program or project management, enablement, operations, or a related field, including direct people management experience.
• Demonstrated ability to coach and develop team members, set priorities, manage performance, and build a collaborative, high-accountability team environment.
• Experience leading change through planning, impact assessment, implementation, adoption, reinforcement, and post-launch evaluation.
• Strong portfolio and organizational management skills, with the ability to balance multiple initiatives, resources, risks, and timelines.
• Excellent communication and stakeholder management skills, with the ability to influence senior leaders, navigate competing priorities, and translate complexity into clear direction.
• A member-first, data-informed approach to identifying risks, measuring outcomes, and improving both employee and member experiences.
• Strong judgment and confidence operating in ambiguity, making decisions, escalating appropriately, and bringing structure to evolving initiatives.
• Fluency with AI-enabled tools and the ability to guide their responsible use while maintaining high standards for accuracy, quality, and human judgment.
• Demonstrated passion for performance, health and wellness, and the the company mission.

Responsibilities

• Lead, coach, and develop a team of Change Management Specialists, setting clear expectations, providing ongoing feedback, managing performance, and supporting career growth.
• Operate and continuously improve the Membership Services change management framework, including intake, assessment, sizing, governance, planning standards, adoption measurement, and reinforcement.
• Manage the team’s priorities and capacity, assigning work based on complexity, risk, business needs, and potential impact on the member experience.
• Provide direction for change plans, ensuring they clearly define the intended member experience, employee impacts, communications, enablement needs, risks, ownership, and measures of success.
• Lead or provide hands-on support for complex, high-risk, or highly visible changes, serving as an escalation point when barriers could affect adoption, operational performance, or the member experience.
• Partner with Learning & Training, Quality, Knowledge Management, Support Operations, and Launch Readiness leaders to align deliverables, resolve dependencies, and prepare teams to support changes from launch.
• Lead change governance discussions, providing senior stakeholders with clear visibility into upcoming changes, readiness, adoption risks, required decisions, and recommended actions.
• Ensure member and frontline insights are incorporated into change decisions by using employee feedback, quality trends, process adherence, operational performance, and member contact data.
• Oversee adoption and post-implementation monitoring, directing targeted communication, enablement, reinforcement, or remediation when gaps or unintended consequences emerge.
• Ensure change plans account for impacts on AI-enabled support and automation, while promoting the thoughtful and responsible use of AI tools to improve how the team plans, analyzes, communicates, and delivers change.
• Facilitate post-implementation reviews and use lessons learned to strengthen team practices, improve future change delivery, and reduce friction for members and employees.

Skills

Change management

People management

Stakeholder management

Communication skills

AI-enabled tools

Tools

AI-enabled tools

Job description

United States Digital Space LLC seeks a Change Management Team Lead to guide a dedicated team that helps Membership Services adopt and sustain operational change. You will own the change management framework, drive governance, planning standards, adoption measurement, and reinforcement across a broad set of initiatives.

You will partner with Learning & Training, Quality, Knowledge Management, Support Operations, Launch Readiness, and other leaders to align deliverables, resolve dependencies, and