Senior Manager, Operational Transformation
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Job Description
Senior Manager leading change readiness, tooling, and frontline adoption for Devoted Health’s AI-powered healthcare platform. Coordinating enterprise transformations across Guide, Product, and Tech teams.
Responsibilities:
- Own change readiness end to end, including deployment, adoption, feedback, iteration, and a unified change calendar.
- Build durable tooling including playbooks, intake processes, readiness trackers, and adoption dashboards.
- Represent frontline constraints to Product and Tech; shape release sequencing, pilots, launch readiness criteria, and go/no-go decisions.
- Own milestone readiness, including ANOC and 1/1, by establishing forums, systems, and ownership to close gaps.
- Prepare frontline teams and leaders through scripting, knowledge, communications, training, feedback loops, and manager enablement.
- Identify second- and third-order impacts on scorecards, staffing, quality, and training.
- Build partnerships across Guide teams and channels and design organization-wide solutions.
- Use AI to synthesize feedback, draft communications and training, and prototype lightweight tools; partner with Prod Ops to productionize durable solutions.
- Make recommendations when channels have competing priorities and escalate genuine cross-organizational trade-offs.
- Monitor post-launch sentiment and adoption with Analytics and run retrospectives to create repeatable launch practices.
Requirements:
- 5+ years in operations, program/change management, or operational transformation, including direct experience supporting frontline or contact center teams.
- Demonstrated build instinct: tools, automations, or durable systems you created yourself that a team still uses.
- Track record of leading change through influence rather than authority across teams you did not manage, including as the operational counterpart to Product and Tech partners.
- Ability to work at altitude and in detail: write the narrative a senior leader can act on and personally untangle workflow detail.
- Comfort operating amid shifting priorities and re-sequencing work mid-flight.
- Willingness to form recommendations on incomplete information and deliver hard messages to senior stakeholders.
- Working fluency with AI tools, with concrete examples of day-to-day use.
- Health plan, Medicare Advantage, or other regulated-environment experience (desired).
- Experience with contact center technology such as dialers, chat, workforce management, agent-assist, or AI tooling (desired).
Benefits:
- Employer sponsored health, dental and vision plan with low or no premium
- Generous paid time off
- $100 monthly mobile or internet stipend
- Stock options for all employees
- Bonus eligibility for all roles excluding Director and above
- Commission eligibility for Sales roles
- Parental leave program
- 401K program
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