Business Change Manager

Elevance Health•Norfolk, VA

2d•Hybrid

About The Position

The Business Change Manager is responsible for working with management to identify and implement varied projects, programs and plans that support achievement of business unit and enterprise goals. The Business Solutions Engineering (BSE) Team partners across Member and Provider Service to design, implement and optimize AI-enabled customer service capabilities. The team combines business process engineering, operational transformation, AI implementation, performance analytics and change management to ensure digital solutions deliver measurable business value, exceptional customer experiences and scalable operational outcomes. This role requires associates to be in-office 1 - 2 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office. Selected candidates may focus on AI Process Engineering & Delivery or AI Performance & Business Insights based on business needs and experience.

Requirements

Requires a BA/BS in a related field and minimum of 5 years process or project related experience; or any combination of education and experience which would provide an equivalent background.

Nice To Haves

Experience in successfully developing and managing projects with significant operating budget and knowledge of process redesign is strongly preferred.
Business process engineering or process redesign
AI, digital or business transformation initiatives
Project or program delivery
Business change management and operational readiness
User Acceptance Testing (UAT)
Business performance measurement, reporting or analytics
Dashboard development and KPI reporting
Continuous improvement methodologies
Cross-functional stakeholder management
Member and/or Provider Service operations

Responsibilities

Identifies potential issues, project charter and scope for business transformation, AI and digital initiatives.
Leads efforts to identify best practices in business process engineering, operational excellence and AI-enabled service delivery.
Identifies impacted parties, business partners and resources required across business, technology and vendor organizations.
Develops and designs business processes, workflows, operating models and performance measurement approaches that support business needs and enterprise objectives.
Partners with Product, Technology and Operations teams to support implementation, business readiness, testing, deployment and operational transition of AI and digital capabilities.
Designs methods for integrating people, process, technology and performance measurement across business functions.
Conducts cost/benefit analyses, operational impact assessments and business performance evaluations to support decision making and continuous improvement.
Develops operational reporting, dashboards or business insights that monitor adoption, operational performance and business outcomes where appropriate.
Supports governance, operational readiness, risk identification and continuous process improvement following implementation.
Builds support for business change throughout the business unit through stakeholder engagement, communication and cross-functional collaboration.