Director, Change Management Strategy

MedImpact Healthcare Systems, Inc.•San Diego, CA

1d•$155,380 - $287,451

About The Position

The Director, Change Management Strategy designs, operationalizes, and continuously improves MedImpact’s enterprise change management framework, tools, governance, and measurement approach. The role develops the methods, playbooks, readiness standards, release change patterns, and adoption measurement model used by the Enterprise Change Management Center of Excellence. It balances enterprise discipline with practical execution so the Center of Excellence helps programs deliver value on time and on budget without becoming a process checkpoint. The Director establishes change approaches for product and platform releases, enterprise intake and governance routines, readiness and adoption measures, and reusable tools for stakeholder engagement, communications, training, launch support, and post-launch reinforcement. The position works with executives and cross-functional leaders to embed change planning into delivery, including in regulated healthcare environments. It also recruits, supervises, and develops change management staff and coaches senior leaders and sponsors. This is an internal- and external-client-facing role requiring strong customer service and communication skills. It works on-site at the San Diego Headquarters or another company location, or remotely with management approval based on business requirements. Domestic travel may be required. Typical core business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.; the position requires flexibility to work beyond traditional hours, including nights, weekends, or holidays as needed.

Requirements

BA/BS degree or equivalent, plus 10 years of related experience and 10 years of subject-matter expertise in the respective area(s), or an equivalent combination of education and experience.
Eight years of supervisory experience. This may be substituted with 10 years of MedImpact experience, an appropriate external leadership training program, and internal mentorship with a seasoned leader at Director level or above, completed within 12 months in the new position.
Experience building or improving an enterprise change management capability, change office, transformation office, or center of excellence.
Experience creating repeatable methods and toolkits for product/platform readiness, training, communications, go-live support, hypercare, and adoption measurement.
Ability to translate strategy into practical methods, tools, governance models, and operating rhythms that teams will use.
Strong executive presence, facilitation, stakeholder management, and communication skills.
Experience defining change metrics, adoption dashboards, readiness measures, stabilization measures, and links to business outcomes.
Knowledge of regulated healthcare change, including PHI/PII considerations, auditability, training documentation, compliance review, operational controls, and appropriate external communications.
Knowledge of product/platform release management, including release readiness, go-live planning, command center operations, hypercare, dashboards/reporting, and transition to long-term support.
Ability to define problems, collect data, establish facts, draw valid conclusions, and apply logical or scientific thinking to intellectual and practical problems.
Ability to work with probability, statistical inference, geometry, trigonometry, fractions, percentages, ratios, and proportions in practical situations.
Ability to write reports, business correspondence, and procedure manuals, and effectively present information to top management, public groups, and/or boards of directors.
Intermediate to advanced knowledge of Microsoft Office software, including Outlook, Word, Excel, and PowerPoint.
Intermediate to advanced knowledge of MS Project or SmartSheet and Visio.
Intermediate knowledge of at least one content management system, such as SharePoint, Confluence, or a wiki.
Demonstrated ability to learn new software tools.
Ability to perform the essential duties satisfactorily, with reasonable accommodation where applicable.
Ability to meet the physical demands of the role, including regularly sitting, talking or hearing, standing, walking, using hands to handle objects, and reaching; occasionally lifting and/or moving up to 25 pounds; and maintaining close vision, adequate color vision, and depth perception.
Flexibility to work beyond traditional hours and nights, weekends, or holidays as required, and to adjust work hours to meet business needs.
Ability to provide adequate support to internal clients and be available for regular interaction and coordination with employees, colleagues, clients, or vendors.

Nice To Haves

Strong understanding of healthcare, PBM, payer, pharmacy, clinical operations, or similarly regulated environments.
Experience with technology-enabled transformation involving analytics, automation, workflow modernization, integrations, reporting, CLM/platform capabilities, and operational adoption.
Experience addressing client and member experience implications, including effects on service quality, access, affordability, call center support, pharmacy interactions, or employer/health plan commitments.
Knowledge of government programs and payer complexity, including Medicare Part D, Medicaid, regulatory updates, policy changes, and quality/performance expectations where applicable.
JIRA and Power BI experience.
PMP or another project management certification.

Responsibilities

Design and evolve the enterprise change management framework, methodology, playbooks, templates, readiness standards, and measurement model.
Define standard change practices for product and platform releases, including readiness checklists, release communications, training enablement, command center planning, hypercare, and transition-to-support expectations.
Create a change tiering model based on program complexity, stakeholder impact, regulatory risk, client and member impact, operational disruption, and go-live risk.
Implement a phase-gate process to assess readiness to move projects and programs to subsequent execution phases, using complexity, readiness and impact assessments, and status reporting.
Establish enterprise change intake, impact assessment, prioritization, governance, and reporting routines to surface change volume, collision points, adoption risk, readiness, and capacity constraints.
Develop reusable frameworks for product readiness, stakeholder segmentation, persona-based adoption, sponsor engagement, communications planning, training strategy, go-live readiness, and post-launch reinforcement.
Build an enterprise change scorecard and dashboard linking readiness, adoption, training completion, support volumes, behavior change, operational performance, risk reduction, member and client experience, and program outcomes.
Develop a community of practice for change practitioners, product owners, business change champions, and support partners; conduct periodic forums to assess product, platform, and project health, confirm risk mitigation, and reinforce best practices.
Partner with executives and leaders across programs, HR, communications, compliance, technology, operations, clinical functions, product ownership, and support to embed change planning into delivery from the start.
Create guidance for change in regulated healthcare environments, addressing PHI/PII handling, auditability, SOP updates, training documentation, compliance review, and client/member communications.
Recruit, supervise, and develop Change Leads I, II, and III and Change Management Coordinator roles.
Coach senior leaders and program sponsors on sponsorship expectations, decision-making cadence, launch readiness, resistance management, and leadership communications.
Manage assigned staff, including interviewing, hiring, training, assigning and directing work, performance appraisal, recognition and discipline, and resolving complaints and problems.
Provide excellent internal and external client service, respond promptly to requests, solicit feedback, manage difficult client situations, and meet commitments to clients.
Travel domestically as required.