Change Management Lead

AvidXchange, Inc.•Charlotte, NC

19h•Hybrid

About The Position

The Change and Implementation Lead drives supplier‑centric change initiatives that improve payment monetization and elevate the customer experience. This role leads cross‑functional change efforts—across process, technology, and operations—to ensure initiatives align to business goals, supplier needs, and customer expectations. This leader owns end‑to‑end change execution, including communication, training, adoption, and optimization, ensuring changes are implemented effectively and deliver measurable customer and business impact.

Requirements

3+ years in change management, program management, or customer experience roles.
5+ years leading cross‑functional initiatives or experience‑driven programs.
Bachelor’s degree in Business, Organizational Development, Customer Experience, or equivalent experience.
Proven ability to plan and execute customer‑experience‑focused change initiatives.
Strong knowledge of change management principles, customer journeys, and CX drivers.
Excellent communication and stakeholder‑influencing skills.
Data‑driven mindset with experience measuring adoption and experience outcomes.
Experience with project, CX, or change management tools (e.g., Salesforce, MS Project).
Experience in payments, financial services, or B2B fintech environments.
Background in digital or technology‑driven transformation initiatives.
Familiarity with CX metrics and methodologies (NPS, CSAT).
Strong leadership presence with the ability to drive change at scale.
Results‑oriented, adaptable, and comfortable operating in fast‑paced environments.

Responsibilities

Lead customer‑focused change and implementation strategies for supplier and payment experience initiatives.
Partner with leadership and cross‑functional teams (Product, CX, Sales, Marketing, IT, Operations) to ensure alignment and execution.
Develop and deliver clear communication plans that support awareness, understanding, and adoption of change.
Oversee training and enablement for customer‑facing and internal teams to support new tools, processes, and experiences.
Incorporate customer and supplier feedback into change plans and adjust approach based on insights and outcomes.
Define and track adoption and success metrics tied to customer satisfaction, experience quality, and operational impact.
Identify risks and resistance; create mitigation strategies to ensure smooth, sustainable adoption.
Drive continuous improvement by evaluating results, applying best practices, and improving change effectiveness.
Lead and influence cross‑functional teams with a strong customer‑centric mindset.

Benefits

18 days PTO
11 Holidays (8 company recognized & 3 floating holidays)
16 hours per year of paid Volunteer Time Off (VTO)
Competitive Healthcare
High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage
100% AvidXchange paid Dental Base Plan Coverage
100% AvidXchange paid Life Insurance
100% AvidXchange paid Long-Term Disability
100% AvidXchange paid Short-Term Disability
Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
Onsite Health Clinic with Atrium Health - available to Teammates and their eligible dependents
401(k) Match: 100% match on the first 3% of your salary, plus 50% match on the next 2%
Parental Leave: 8 weeks 100% paid by AvidXchange
Discounts on Pet, Home, and Auto insurance
WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers
Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more
Onsite gym fitness center, yoga studio, and basketball court
Tuition Reimbursement up to the federal maximum of $5,250
Hybrid Workplace Flexibility
Free parking