Senior Manager - Enterprise Change Management

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Description

Emory Health Plan is standing up a self-funded plan serving roughly 66,000 members across Emory Healthcare and Emory University. Two dates govern the work: October 19 Open Enrollment launch, and January 1, 2027 vendor go-live. Everything the member, provider, and employer audiences see between those dates is the responsibility of this role.

This position owns the Business value map for Product and Omni-Channel. It carries the product foundation, benefits design, plan documentation, configuration, and QA, and then carries that same content outward through the Open Enrollment and go-live communication campaign. The distinguishing feature of this role is that it owns both ends: the accuracy of what the plan says it is, and the channels through which members hear it.

Change management here is anchored to product and campaign delivery, not run as a standalone discipline. Readiness, training, and adoption tracking are integrated into the ETO governance cadence and reported alongside the portfolio, so change health is a measured line item rather than a narrative.

1.  Product Design, Configuration & QA Foundation

• Owns and matures the Product Design & Management and Product QA & Value Proposition columns as the foundational Business capability behind the October 19 Open Enrollment launch and the January 1, 2027 go-live.
• Owns benefits design and plan documentation: SBC, SPD, and benefit guide content, ensuring every published document reconciles to the configured plan.
• Owns account and product configuration in partnership with Anthem, AmeriBen, and Prime Therapeutics, including plan build validation, tier structures, and eligibility logic.
• Owns cost and price transparency requirements and the member-facing surfaces that satisfy them.
• Leads renewal and plan-year transition, defining what changes between plan years, what stays constant, and how each is described to members before it takes effect.
• Directs provider directory QA and the accuracy controls behind network representation across member-facing channels.
• Runs the benefits sign-off process, holding the approval gate that releases plan content to print, portal, and campaign.

2.  OE & Go-Live Communication Campaign

• Designs and executes the omnichannel communication strategy for the October 19 Open Enrollment launch and the January 1, 2027 vendor go-live.
• Owns brand and campaign management for the transition, holding one voice, one visual system, and one message hierarchy across every audience and channel.
• Develops marketing and change materials spanning digital, print, portal, email, town hall, and manager cascade formats.
• Owns distribution of the renewal and plan-year transition messaging built in Priority 1, so that what the product says and what the campaign says are the same thing.
• Manages the campaign calendar against the Open Enrollment and go-live gates, including production lead times, approval windows, and contingency sequencing when a dependency slips.
• Partners with EHP Communications and HR Business Partners so that enterprise channels and plan channels reinforce rather than compete.

3.  Stakeholder Engagement & Change Impact Mapping

• Builds stakeholder engagement plans for every major OKR milestone, defining audience, message, owner, channel, and timing for each.
• Maps change impacts by audience: members, providers, and employers, across brand, campaign, and platform communications.
• Translates impact analysis into enablement plans owned by the receiving function, with named owners and dates rather than general awareness activity.
• Maintains the engagement map as a live instrument, updating it as milestones move and surfacing audiences that have gone quiet or unaddressed.
• Applies recognized change frameworks (Prosci / ADKAR, Kotter) where they add rigor to milestone engagement and adoption, tailored to the health plan context rather than applied wholesale.

4.  Consumer Engagement Capability Build-Out

• Stands up the Phase 2 consumer engagement layer to sustain adoption once go-live messaging lands, converting a launch campaign into an ongoing engagement capability.
• Builds member segmentation that supports differentiated messaging by population, utilization profile, and channel preference.
• Leads mobile and digital engagement design, including journey definition, message triggers, and measurement of response.
• Directs the member and family portal experience, ensuring self-service paths reduce call volume and resolve the questions the campaign predictably generates.
• Operationalizes health risk assessments as an engagement instrument, defining promotion, completion targets, and downstream use of results.

5.  Change Readiness, Training & Adoption Tracking

• Partners with the ETO on change readiness assessments at each phase gate, contributing audience-side readiness evidence to the go or no-go decision.
• Leads training design, including Benefits Specialist training and War Room readiness for the December 2026 to February 2027 window.
• Tracks adoption KPIs across campaign, portal, and engagement channels, and reports change health in the weekly OKR Sync and monthly ETO governance cadence.
• Builds and runs the change champion network across clinical, operational, and administrative functions, carrying campaign and readiness standards into each area.
• Manages resistance where it shows up in practice: unanswered audiences, stale materials in circulation, training completed as a formality, and adoption numbers reported without evidence.
• Holds one narrative across forums. What the Board hears, what leadership hears in monthly governance, and what members read in campaign materials must reconcile to the same facts.

HOW WE MEASURE SUCCESS

• Product accuracy: zero material discrepancies between configured plan, published SBC / SPD / guide content, and campaign messaging at Open Enrollment launch.
• Sign-off discipline: percentage of member-facing content released through the formal benefits sign-off gate.
• Campaign delivery: on-time release of Open Enrollment and go-live materials against the campaign calendar, by audience and channel.
• Audience coverage: percentage of major OKR milestones with a documented engagement plan and mapped change impact.
• Enrollment outcomes: Open Enrollment completion rates, active election rates, and reduction in avoidable inbound volume.
• Adoption: portal registration and utilization, digital engagement response rates, and health risk assessment completion against target.
• Readiness: training completion and scored readiness for Benefits Specialists and War Room staffing ahead of January 1.
• Governance reliability: change health reported on cadence in the weekly OKR Sync and monthly ETO governance, with actions closed.

MINIMUM QUALIFICATIONS:

• Bachelor's degree in Industrial & Systems Engineering, Business Administration, Healthcare Management, or related field and 8+ years of progressive experience in healthcare transformation, strategy execution, management consulting, or health plan operations.

PREFERRED QUALIFACTIONS:

• Master's degree (MBA, MHA, MPH, MS-ISE, or equivalent) from an accredited program.
• Certifications valued: PMP, Prosci ADKAR, Lean Six Sigma Black Belt, CPHQ, FACHE, or equivalent.
• Advanced proficiency in Excel, PowerPoint; strong working knowledge of Python or R, SQL, and data visualization platforms (Tableau, Power BI).
• Demonstrated track record of leading enterprise-wide change management programs, including stakeholder engagement, communications strategy, and adoption measurement for initiatives affecting 500+ employees.
• Expert-level process mapping and systems design tools: Lucidchart, Miro, Visio, or equivalent.
• Fluency in Agile, Lean, Design Thinking, Systems Engineering, and Program Management frameworks and the judgment to apply the right lens to the right problem.
• Familiarity with healthcare data environments: claims, eligibility, clinical, and pharmacy data; experience with interoperability standards (HL7, FHIR) a plus.
• Working knowledge of AI/ML application in health plan contexts (risk stratification, care gap identification, NLP for claims) and responsible AI principles.

Preferred Qualifications

• Master's degree (MBA, MHA, MPH, MS-ISE, or equivalent) from an accredited program.
• Certifications valued: Prosci ADKAR, PMP, Lean Six Sigma Black Belt, CPHQ, FACHE, or equivalent.
• Open Enrollment or plan-year transition experience in a self-funded or managed care environment, including work with carrier, TPA, and PBM partners.
• Experience with member segmentation, digital engagement platforms, member portals, and health risk assessment programs.
• Provider directory management, network representation accuracy, or cost and price transparency compliance experience.

Technical & Methodological Depth

• Advanced proficiency in Excel and PowerPoint. Working fluency in the Microsoft 365 stack the ETO runs on: SharePoint, Power BI, Power Automate, and Forms.
• Marketing and campaign execution tooling, including email and engagement platforms, content management, and digital asset management.
• Expert-level process mapping and visual collaboration tools: Miro, Lucidchart, Visio, or equivalent.
• Fluency in Agile, Lean, Design Thinking, and Program Management frameworks, with the judgment to apply the right lens to the right problem.
• Familiarity with healthcare data environments including claims, eligibility, clinical, and pharmacy data. SQL or comparable query capability preferred.
• Working knowledge of AI and machine learning application in health plan engagement contexts, and of responsible AI principles, as they affect member-facing channels.

WHY EMORY HEALTH PLAN?

• Own the product and communication layer for a $900M+ health plan at the defining moment of its evolution, with direct access to C-suite, Board, and enterprise leadership.
• Build a change and communications capability from the ground up inside a transformation office being stood up in a world-class academic health system.
• Work that directly shapes how 66,000 Emory employees and their families understand, choose, and use their health benefits.
• Industry competitive base, incentive structure, professional development budget, 403(b) with up to 9% total employer contribution, tuition remission at Emory University, and a flexible hybrid work model.

NOTE: Position tasks are generally required to be performed in-person at an Emory University location.  Remote work from home day options may be granted at department discretion. Emory reserves the right to change remote work status with notice to employee.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory University does not discriminate in admissions, educational programs, or employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Students, faculty, and staff are assured of participation in university programs and in the use of facilities without such discrimination. Emory University complies with Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity, and affirmative action (for protected veterans and individuals with disabilities). Inquiries regarding this policy should be directed to the Emory University Department of Equity and Civil Rights Compliance, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD).

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