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

Quest Diagnostics Incorporated; Trappe (Montgomery County); Remote; USD 120,000 - 180,000; Full time

Job summary

Quest Diagnostics Incorporated seeks a Sr. Manager, Client Integration Change Management to lead the client-facing change program around a multi-year Epic transformation. You will design, execute, and govern change management strategies, focusing on client impacts and readiness.

You will partner with cross-functional teams to drive adoption, proficiency with new clinical and operational systems, and effective stakeholder engagement. Remote-first with Northeast residence and up to 25% travel.

Qualifications

• 10+ years in Change Management or PM in large, complex organizations.
• Minimum 5 years leading externally-facing change for multi-faceted technology implementations.
• Certification in organizational change methodologies (e.g., ADKAR, Prosci).
• Demonstrated ability to influence senior executives and communicate effectively.

Responsibilities

• Design and govern client change management strategy for Epic transformation.
• Assess client impacts and guide external stakeholders through transitions.
• Partner with cross-functional teams to ensure adoption and proficiency with new systems.
• Provide strategic counsel to minimize disruption and maximize readiness.
• Develop engagement plans and monitor adoption metrics.
• Build and manage a network of client-facing change champions.
• Tailor activities to the needs of different clients.
• Identify risks and develop countermeasures.

Skills

Change Management

Program Management

Stakeholder Management

Leadership

Education

Bachelor's degree in Business Administration or related field

MBA or equivalent

Tools

Prosci

Job description

The Sr. Manager, Client Integration Change Management role is a critical leadership role responsible for the customer, partner, and patient experience in a multi-year, enterprise-wide Epic transformation. This leader will design, execute, and govern the client change management strategy, with a primary focus on assessing, aligning, and articulating client impacts, and guiding external stakeholders through technology and business transitions and enhancements. They will partner with a cross‑functional team to ensure adoption, high utilization, and proficiency with the new clinical and operational technology systems and associated business processes. This hands‑on change agent will focus specifically on providing the technical assessment of change and strategic counsel for change activities to minimize disruption, maximize readiness, and enable new ways of working for clients and client‑facing teams. This role requires a collaborator who balances strategic focus with detail‑oriented execution and who has experience in customer/external‑facing change management for large‑scale technology deployments and transformation initiatives.

Location

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

Responsibilities

• Design and execute a comprehensive, client and client‑facing team change management strategy utilizing Change Management models such as ADKAR encompassing change impact assessments, stakeholder analysis 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 transformation program team to compile, understand and assess all changes that will directly affect various client types in a formal Change Impact Assessment and 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 and establish feedback loops to ensure accuracy as project develops and leverage learnings through deployment waves.
• Establish and monitor adoption metrics, satisfaction scores, and proficiency levels post‑go‑live, adjusting interventions as necessary.
• Collaborate on transparent internal and external communications to build awareness, maintain engagement, manage expectations and ensure stakeholder alignment.
• Proactively identify risks or areas 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.

Qualifications

Required

• 10+ years of experience in Change Management or Program Management within large, complex organizations
• Minimum 5 years of direct, hands‑on leadership for specifically externally‑facing change management of multi‑faceted technology implementations, and proven ability to manage change across multiple customer types and geographies
• Certification and expert proficiency in organizational change methodologies (e.g., ADKAR, Prosci)
• Demonstrated ability to influence senior executives and exceptional communication (written and verbal), presentation, and interpersonal skills

Preferred

• Fluency in process 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)

70569

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.