Change Communications Manager, TPA Client Migrations

Personify Health • Tempe, AZ

1d • $85,000 - $110,000

About The Position

Platform migrations succeed or fail based on how well clients understand what's changing, why it matters, and what they need to do. As our Client Migrations Change Manager, you'll own the external-facing change communications strategy for TPA business migrations to new claims processing platforms and personalized health technology. You'll translate complex technical and operational changes into clear, timely messaging that prepares clients, HR professionals, brokers, and members for successful transitions. Your ability to design multi-audience communication frameworks, produce high-volume content across formats, and assess client readiness directly determines whether migrations feel seamless or chaotic.
This role requires both strategic acumen to govern comprehensive communication plans and hands-on writing expertise to produce polished deliverables—often simultaneously drafting broad 1-to-many communications and highly tailored client-specific outreach. You'll thrive in transformation environments where creativity, judgment, and adaptability matter as much as process rigor.

Requirements

• Bachelor's degree in Communications, Marketing, Journalism, English, or related field (relevant work experience may replace degree)
• 5+ years experience in client communications, change communications, or related communications role
• Demonstrated experience developing and executing communication strategies for technology migrations, platform transitions, or digital transformation programs
• Proven track record producing communications across multiple formats and channels
• Experience managing communications in client-facing B2B services environment with complex stakeholder expectations
• Exceptional written communication skills for diverse audiences with varying technical sophistication
• Strong strategic communication planning abilities for multi-phase, multi-audience programs
• Proficiency drafting communications for email, web, print, presentation, and other delivery modes
• Understanding of change impact assessment, readiness planning, stakeholder engagement, and adoption enablement
• Strong project management and organizational skills to manage multiple communications workstreams simultaneously under tight deadlines
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Outlook)
• Client relationship acumen to represent organization professionally and empathetically with senior contacts

Nice To Haves

• Experience in TPA, health plan, benefits administration, or managed care environment preferred
• Experience supporting claims system migrations, benefits platform transitions, or digital experience redesigns in TPA or health plan setting preferred
• Experience partnering with senior leadership
• Certification or formal training in change management (Prosci/ADKAR) a plus
• Experience with communication or project management tools a plus

Responsibilities

• Develop communication strategy: Create, own, and maintain comprehensive external client communication plans aligned to platform migration phases, milestones, and go-live timelines for new claims processing platform and digital experience.
• Design multi-audience framework: Build communication framework that segments messaging by client type, engagement level, migration tier, and channel preference to ensure relevant, timely outreach.
• Own change communications accountability: Serve as primary point of accountability for client-facing change communications throughout the migration program lifecycle.
• Produce multi-format content: Draft, edit, and manage high volume of communications across formats including executive briefings, client newsletters, email announcements, FAQ documents, webinar scripts, portal notifications, and printed/digital collateral.
• Create tailored messaging: Develop both broad 1-to-many communications for full client base and bespoke client-specific communications tailored to unique contractual, operational, or relationship considerations.
• Translate technical complexity: Convert technically complex changes—platform migrations, data transitions, workflow updates—into clear, accessible language appropriate for client administrators, HR professionals, brokers, and members.
• Maintain editorial standards: Ensure brand consistency and consistent voice across all client-facing materials throughout program lifecycle while managing creative process end-to-end.
• Assess change impact: Lead external change impact assessments to understand how platform and digital experience changes affect clients, members, and brokers and what information each audience needs to prepare.
• Identify readiness gaps: Recognize client readiness gaps, communication risk areas, and dependencies while escalating concerns to program governance forums in timely manner.
• Monitor client sentiment: Track client feedback through regular touchpoints with account management and client success teams, incorporating insights into communication planning and messaging adjustments.
• Collaborate cross-functionally: Partner with program execution teams, account managers, internal change management, product, and operations teams to ensure communication content is accurate, timely, and operationally validated.
• Support high-touch clients: Work with account managers to deliver white-glove communication support for complex clients requiring custom communication strategies.
• Measure communication effectiveness: Monitor and report on communication effectiveness using engagement metrics, delivery analytics, client feedback, and escalation trends.
• Report to leadership: Provide regular updates on communication plan execution status, upcoming milestone communications, and client sentiment indicators.
• Drive continuous improvement: Identify recurring patterns of client confusion or escalation attributable to communication gaps and propose and implement improvements.
• Document best practices: Build organizational capability by documenting and sharing communication templates, frameworks, and best practices for future transformation programs.

Benefits

• Competitive base salary and benefits effective day one
• Comprehensive medical and dental through our own health solutions (yes, we use what we build)
• Unlimited PTO—rest and recharge time is non-negotiable
• Mental health support, retirement planning, and financial protection
• Professional development with clear career progression and learning budgets

What This Job Offers

• Job Type: Full-time
• Career Level: Manager