Director, Change Management Strategy

MedImpact•San Diego, CA

4d•$155,380 - $287,451•Hybrid

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, helping projects and programs deliver value on time and on budget. The position balances enterprise discipline with practical execution so the Center of Excellence accelerates programs rather than becoming a process checkpoint. This role partners with executives and leaders across programs, HR, communications, compliance, technology, operations, clinical functions, products, and support. It guides change in regulated healthcare settings, including considerations for PHI/PII, auditability, SOP updates, training documentation, compliance review, and client/member communications. The Director also recruits, supervises, and develops change management staff and coaches senior leaders and sponsors on change leadership and launch readiness. This is an internal- and external-client-facing position requiring strong customer service and interpersonal communication skills. The role 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. The exempt position requires the hours necessary to complete responsibilities and meet deadlines, with flexibility to work beyond traditional hours, including nights, weekends, or holidays as needed. Typical core business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.

Requirements

BA/BS degree or equivalent, plus 10 years of related experience and 10 years as a subject matter expert 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 plus 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.
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.
Ability to learn new software tools.
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 business-outcome linkage.
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, and draw valid conclusions; apply logical or scientific thinking to intellectual and practical problems.
Ability to work with mathematical concepts including probability, statistical inference, fractions, percentages, ratios, and proportions.
Ability to write reports, business correspondence, and procedure manuals and present information effectively to top management, public groups, and/or boards of directors.
Demonstrated competencies in business acumen, directing others, organizational agility, conflict management, drive for results, political savvy, customer focus, innovation management, strategic agility, decision quality, and managerial courage.
Ability to meet the physical demands described for the role, with reasonable accommodation where applicable.
Ability to provide adequate support to internal clients and coordinate work 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 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 approaches 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 that determines required support based on program complexity, stakeholder impact, regulatory risk, client/member impact, operational disruption, and go-live risk.
Implement a phase-gate process to assess project readiness to proceed through phases such as pilot, development, launch, and transition, using complexity, readiness, impact assessments, and project/program status reporting.
Establish enterprise change intake, impact assessment, prioritization, governance, and reporting routines to show leaders 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 connecting readiness, adoption, training completion, support volumes, behavior change, operational performance, risk reduction, member/client experience, and program outcomes.
Develop a community of practice for change practitioners, product owners, business change champions, and support partners to improve consistency and share lessons learned.
Develop and conduct a periodic forum to assess product, platform, and project health, confirm risk mitigation plans, and enforce best practices.
Partner with executives, program leaders, HR, communications, compliance, technology, operations, clinical leaders, product owners, and support leaders to embed change planning into delivery from the outset.
Create guidance for change in regulated healthcare environments, including 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 and direct, coordinate, and evaluate the unit; interview, hire, train, assign work, appraise performance, address complaints, resolve problems, and apply company policies consistently.
Provide internal and external clients with responsive service, manage difficult or emotional client situations, solicit feedback, respond to service requests, and meet commitments.
Work the hours required to accomplish responsibilities and meet deadlines, including beyond traditional hours and nights, weekends, or holidays as required.
Provide adequate support to internal clients and coordinate with employees, colleagues, clients, and vendors; facilitate effective decisions through stakeholder collaboration.