Change Readiness & Transformation Leader

Devoted Health Services, Inc; Massachusetts; Hybrid; USD 110,000 - 129,000; Full time

Benefits offered by this job

Employer sponsored health, dental and

Generous paid time off

$100 monthly mobile or internetstipe

Stock options for all employees

Bonus eligibility for all roles except

Parental leave program

401K program

Job summary

Devoted Health is seeking an Operational Transformation Senior Manager to serve as the single point leader for Guide-facing change readiness. You will bridge strategy and execution, rolling out workflow changes, managing cross-team dependencies, and preparing downstream impacts like scorecards, training, and staffing.

You will build repeatable, durable tooling and serve as the Guide-facing counterpart to Product and Tech, shaping release sequencing and pilots, and co-owning launch readiness

Qualifications

• 5+ years in operations, program/change management, or operational transformation, including direct experience supporting frontline or contact center teams.
• Demonstrated build instinct: tools, automations, or durable systems you created yourself — not only specified for someone else.
• A track record of leading change through influence, across teams you did not manage, including as the operational counterpart to Product and Tech partners.
• Ability to work at altitude and in detail: write the narrative a senior leader can act on, and untangle workflow details that could break the launch.
• Comfort operating amid shifting priorities, re-sequencing work mid-flight without losing the thread or team.
• Willingness to form a recommendation on incomplete information, deliver hard messages to senior stakeholders, and keep the relationship intact afterward.
• Working fluency with AI tools, with concrete examples of what you use them for in your own day-to-day work.

Responsibilities

• Own change readiness end to end: Deployment, adoption, feedback, and iteration for every Guide-facing operational change.
• Build the tooling that makes change repeatable: Playbooks, intake, readiness trackers, adoption dashboards.
• Anything we repeat should run as durable, self-serve tooling, not a manual doc.
• Be the Guide-facing counterpart to Product and Tech: Represent frontline constraints in roadmap and design, shape release sequencing and pilots, and co-own launch readiness criteria.
• Own milestone readiness: including ANOC and 1/1.
• Stand up the forums, systems, and ownership that surface and close gaps before each date.
• Ready the frontline and their leaders: scripting, knowledge, comms, training, and feedback loops are in place before a change lands, and equip managers to lead their teams.
• Get ahead of second- and third-order impacts: Scorecards, staffing, quality, and training move when a workflow does.
• Build trusted partnerships across every Guide team and channel.
• Use AI as a working tool: synthesize feedback into themes, draft comms and training, prototype lightweight tools; partner with Prod Ops to productionize durable solutions.
• Carry the recommendation when channels want different things: present clear POV and manage cross-org trade-offs.
• Run post-launch monitoring and retrospectives: track sentiment and adoption; turn launches into repeatable plays.

Skills

Operations leadership

Change management

Cross-team collaboration

AI tools experience

Strategic storytelling

Frontline support experience

Job description

Devoted Health is seeking an Operational Transformation Senior Manager to serve as the single point leader for Guide-facing change readiness. You will bridge strategy and execution, rolling out workflow changes, managing cross-team dependencies, and preparing downstream impacts like scorecards, training, and staffing.

You will build repeatable, durable tooling and serve as the Guide-facing counterpart to Product and Tech, shaping release sequencing and pilots, and co-owning launch readiness