Senior Director, Operations – Transformation Change Management

Role Overview

• Lead change management strategy supporting Operational and IT initiatives impacting the marketer and agent experience as well as the onboarding of organizations into the Contracting and Commissions Center of Excellence
• Serve as the primary change leader for major operational transformation and technology programs embedding change management into delivery lifecycles across core platforms, workflows, data and vendor implementations
• Design and scale standardized change methodologies, tools and practices that support consistent adoption across business units while meeting SOX-sensitive, regulatory, and audit requirements
• Partner with Operations, IT, Finance, Service Delivery and Distribution stakeholders to assess organizational impacts, translate complex changes into role-based adoption plans, and drive user readiness
• Translate complex technology and process changes into clear, role‑based impacts and adoption plans
• Lead organizational transition from federated to standardized operating models within the Contracting and Commissions CoE, addressing impacts across agent onboarding, hierarchy management, incentive compensation, commission process, and service delivery
• Advise executive sponsors and senior leaders on change readiness, adoption risks, and mitigation strategies
• Develop and oversee integrated communication and training strategies that clearly articulate the purpose, scope, and expectations of change, ensuring message and learning are timely, practical, and audience-appropriate
• Define adoption metrics, behavioral indicators, and value realization outcomes, applying reinforcement strategies and lessons learn to continuously mature change capabilities

Requirements

• Bachelor’s degree in business, organizational development, information systems, or a related field
• 10+ years of progressive experience in change management, transformation, or large‑scale program delivery
• Direct experience leading change for Centers of Excellence and IT technology implementations
• Demonstrated success onboarding organizations into centralized or shared services models
• Experience operating in regulated environments requiring SOX‑sensitive or compliance‑aware change practices
• Proven ability to influence without authority at senior leadership levels
• Experience supporting centers of excellence or enterprise shared services
• Experience within insurance, financial services, or highly regulated distribution models preferred
• Familiarity with health and wealth insurance operations, including contracting, commissions, and incentive compensation preferred
• Change management certification (Prosci, ACMP, or similar) preferred
• Strategic thinker with strong execution discipline
• Exceptional communication, facilitation, and stakeholder management skills
• Ability to navigate ambiguity, complexity, and competing priorities
• Data‑driven approach to measuring adoption and outcomes
• Strong partnership mindset with IT, business leaders, and service organizations

Benefits

• PTO
• medical
• dental
• vision
• retirement savings
• disability insurance
• life insurance