Director – Change Management

Jobtailor; Massachusetts; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a seasoned Change Management Lead in the United States to drive adoption across programs. You will lead change strategy, training development, and stakeholder engagement to ensure successful transformation initiatives.

You will coordinate cross-functional teams, craft communications, and define readiness metrics while aligning with business, regulatory, and client requirements. Travel up to 50% may be required.

Qualifications

• 5+ years of professional experience required.
• 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, SOP updates, knowledge management content, and user adoption support required.
• Ability to manage multiple workstreams, dependencies, timelines, issues, and stakeholders in a fast-paced, highly matrixed environment required.
• Bachelor's degree preferred.

Responsibilities

• 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 workstreams.
• 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.

Skills

Change Management

Training Development

Stakeholder Engagement

Sales Enablement

Operational Readiness

Cross-functional Collaboration

Storytelling

Communication Skills

Project Coordination

Education

High School Diploma

GED

Bachelor's degree (preferred)

Job description

• 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 workstreams
• 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

Requirements

• 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 workstreams, dependencies, timelines, issues, and stakeholders in a fast-paced, highly matrixed environment required
• Bachelor's degree preferred
• Proven ability to lead workstreams, 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

Core Competencies

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

Highest-signal resume keywords

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

ATS Optimization Keywords

Hard Skills

• 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

Soft Skills

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

Certifications & Qualifications

• High School Diploma
• GED

Industry Keywords

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