Operations Change Delivery Lead

PenFed Credit Union; Washington; Hybrid; USD 69,000 - 131,000; Full time

Benefits offered by this job

Health, dental, and vision plans

Paid time off

Parental leave and family benefits

401(k) match

Life and disability coverage

Education assistance

Volunteer opportunities

Job summary

PenFed Credit Union is seeking a Hybrid Operations Change Delivery Lead to coordinate end‑to‑end delivery across multiple sites (Tysons, VA; Omaha, NE; Eugene, OR; San Antonio, TX). The role drives planning, adoption, and value realization in a fast-paced financial services environment.

You will partner with business owners and IT managers, manage blockers, and lead change management activities to ensure successful outcomes across cross‑functional teams.

Qualifications

• Bachelor's Degree or equivalent education/experience.
• Six+ years of project management experience in financial services.
• Three+ years delivering cross-functional, high‑risk projects.
• Proficient with agile and hybrid delivery.
• Experience applying project and change management best practices.
• Excellent written and verbal communication.
• Ability to influence, motivate, and interact with executives.
• Collaborative, able to manage multiple priorities without direct authority.
• Ability to translate technical complexity into business language.
• Strong attention to detail with big-picture thinking.
• Sound judgement navigating ambiguity and complexity.
• Proficient with Jira and Confluence.
• Familiarity with Salesforce.
• Experience with AI.

Responsibilities

• Coordinate end-to-end delivery activities across business and technology workstreams on multiple concurrent projects.
• Partner with business owners and IT managers to align priorities, timelines, dependencies, resources, and deliverables.
• Develop and maintain integrated project plans, dashboards, and delivery trackers reflecting Agile sprints and milestones.
• Identify, elevate, and help resolve cross-functional blockers, risks, and issues.
• Facilitate key project ceremonies and synthesize outcomes into clear actions.
• Coordinate with stakeholders to ensure aligned expectations throughout delivery.
• Develop change management strategies including stakeholder engagement and readiness assessments.
• Apply structured change management frameworks to drive user adoption.
• Conduct impact assessments of project changes on people, process, and technology.
• Create targeted communications and training materials for diverse audiences.
• Monitor adoption metrics and recommend corrective actions.
• Produce status reports and dashboards for sponsors and leadership.
• Maintain RAID logs and establish escalation paths.
• Establish governance checkpoints and decision gates.
• Track benefits realization milestones post‑go‑live.
• Build relationships with business leaders, IT partners, and frontline staff.
• Champion end users and business stakeholders throughout the project lifecycle.
• Serve as a neutral voice to surface dependencies and resolve competing priorities.

Skills

Project management

Cross-functional collaboration

Agile delivery

Change management

Communication skills

Influencing

Team collaboration

Business-IT translation

Attention to detail

Judgement

Jira

Confluence

Salesforce

AI awareness

Education

Bachelor's Degree or equivalent

Tools

Jira

Confluence

Salesforce

AI tools familiarity

Job description

Job Overview

PenFed is hiring a (Hybrid) Operations Change Delivery Lead at our Tysons, Virginia; Omaha, Nebraska; Eugene, Oregon or San Antonio, Texas location. The Change Delivery Lead role serves as a key enabler of successful project outcomes within Operations, bridging business strategy and technology execution from planning through adoption and benefits realization. Operating as a trusted partner to business owners and IT managers alike, this role brings structure, visibility, and clarity to complex, cross‑functional initiatives in a fast‑paced financial services environment.

Responsibilities

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all‑inclusive list of job duties, and the position will perform other duties as assigned.

• Coordinate end‑to‑end delivery activities across business and technology workstreams on multiple concurrent projects
• Partner with business owners and IT managers to align priorities, timelines, dependencies, resources, and deliverables.
• Develop and maintain integrated project plans, dashboards, and delivery trackers that reflect both Agile sprint cadences and traditional milestone‑based schedules.
• Identify, elevate, and help resolve cross‑functional blockers, risks, and issues before they impact delivery.
• Facilitate key project ceremonies including planning meetings, kick‑offs, problem solving sessions, status reviews, dependency meetings, and retrospectives; synthesize outcomes into clear action items and decisions.
• Coordinate with various stakeholders and partners to ensure aligned expectations throughout delivery.
• Partner with business units to develop and execute change management strategies and plans including stakeholder engagement, communications, and readiness assessments.
• Apply structured change management frameworks to proactively drive user adoption and minimize resistance.
• Conduct impact assessments to understand people, process, and technology implications of project changes.
• Work with teams to create targeted communications and training materials tailored to diverse audiences across business units.
• Monitor and measure adoption metrics post‑implementation, identify gaps and recommend corrective actions.
• Produce clear status reports and dashboards for various audiences (e.g., project sponsors, leadership).
• Maintain RAID logs (Risks, Assumptions, Issues, Dependencies, Decisions) and ensure timely resolution and escalation paths.
• Establish and manage governance checkpoints, decision gates, and accountability mechanisms.
• Track and report on benefits realization milestones, ensuring projects deliver measurable value beyond go‑live.
• Build and sustain strong working relationships with business unit leaders, IT partners, and frontline staff.
• Champion the interests of the end user and business stakeholder throughout the project lifecycle.
• Serve as a neutral, objective voice to proactively surface dependencies and competing priorities and partner with teams to facilitate productive resolution.

Qualifications

Equivalent combination of education and experience is considered.

• Bachelor's Degree or an equivalent combination of education and experience in lieu of degree.
• Minimum of six(6) years' experience performing project management duties in a financial services environment.
• Minimum of three (3) years demonstrated success delivering both business‑facing and technology‑enabled high‑risk or high‑value projects in a cross‑functional environment.
• Proficient and comfortable operating in an agile and hybrid delivery environment.
• Proven experience applying project and change management best practices.
• Excellent written and verbal communication skills required.
• Experience with influencing, motivating, and mobilizing teams and business partners, as well as interacting with executive leaders.
• Collaborative, team‑oriented disposition; Proven ability to manage multiple priorities simultaneously without direct authority over project resources.
• Ability to translate technical complexity into clear business language.
• Strong attention to detail, paired with the ability to see the bigger picture and make meaningful connections.
• Sound judgement and professional maturity when navigating ambiguity, organizational complexity, or competing priorities.
• Proficiency with project and portfolio management tools such as Jira and Confluence.
• Familiarity with Salesforce preferred.
• Experience with AI preferred.

Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

• PMP Certification preferred
• Scaled or Lean Agile Certification preferred.
• Change Management Certification preferred.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites may be required.

Pay Transparency

The anticipated starting salary range for this role is $69,000.00 - $131,487.00

This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.

This position is eligible for an individual performance based annual bonus.

Benefits

• At PenFed, we offer a robust benefits package designed to support you both personally and professionally.
• comprehensive health, dental, and vision plans
• paid time off
• family‑friendly benefits like paid parental leave, care support, and fitness center access
• a 401(k) match
• employee loan discounts
• fully paid life and disability coverage
• education assistance
• community involvement
• volunteer opportunities

Our Purpose

Helping members achieve their dreams since 1935. Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market‑leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members’ interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.

Berkshire Hathaway HomeServices PenFed Realty, LLC is a full‑service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently‑owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country. With almost 60 offices and nearly 2,000 world‑class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long‑term rentals, corporate relocation services and national referral network.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at [e-mail].