Director - Change Management - Evernorth - Hybrid

The Director, Change Management will support the strategy and lead execution needed to prepare the business, clients, sales partners, operational teams, and key stakeholders for successful adoption of the new adjudication platform and related operating model changes. This leader will manage key change management activities across training, communications, sales enablement, SOP and job aid updates, stakeholder engagement, change impact assessments, readiness planning, and adoption measurement. The role requires strong cross-functional leadership, operational expertise, disciplined execution, and the ability to translate complex transformation impacts into clear, actionable guidance for impacted teams.

Lead execution of the change management approach including change strategy support, stakeholder planning, change impact assessments, readiness activities, adoption plans, and business engagement. Manage priorities, timelines, and operating rhythms for training, communications, sales enablement, SOP updates, and business readiness workstreams. Partner with leaders and stakeholders across business, operations, BPO, product, technology, client teams, sales, legal/compliance, regulatory, and service functions to align on change impacts, stakeholder needs, risks, dependencies, and adoption plans. Coordinate development of role-based training strategies, learning plans, training content, knowledge checks, train-the-trainer materials, and readiness support for impacted teams. Develop and execute communications plans, including stakeholder messaging, leadership updates, FAQs, talking points, engagement forums, feedback loops, and change narratives that clearly explain what is changing, why it matters, and how teams will be supported. Support sales enablement readiness by partnering with sales and client-facing teams to create client-facing messaging, positioning support, objection handling, briefing materials, and enablement content for account teams. Ensure SOPs, job aids, playbooks, support procedures, knowledge articles, and operating model documentation are updated, practical, and aligned to future-state processes. Track change readiness, training completion, engagement feedback, adoption risks, stakeholder sentiment, open decisions, and action follow-up; escalate blockers with clear recommendations. Partner with implementation and product teams to align change activities with migration waves, go-live timing, stabilization needs, and operational support plans. Key Qualifications and Skills High School Diploma or GED required. Bachelor's degree preferred. 5+ years of professional experience required. Demonstrated experience supporting or leading change management, transformation adoption, training, communications, sales enablement, business readiness, operational readiness, or large-scale implementation programs required. Proven ability to lead workstreams, influence cross-functional partners, coach team members, and create accountability, clarity, and collaboration across matrixed teams preferred. Experience developing change strategies, stakeholder maps, change impact assessments, adoption plans, readiness scorecards, and measurement approaches preferred. Strong communication and storytelling skills with the ability to translate complex transformation topics into clear, practical messaging for senior leaders, client-facing teams, and operational audiences a plus. Experience designing or overseeing role-based training, train-the-trainer models, job aids, SOP updates, knowledge management content, and user adoption support required. Ability to partner effectively with sales, account management, operations, product, technology, legal/compliance, regulatory, and client-facing teams to support readiness and enablement preferred. Understanding of PBM workflows, claims adjudication, benefit setup, client configuration, operational controls, SOPs, or healthcare operations preferred. Ability to manage multiple