Implementation and Change Management Manager

The Implementation and Change Management Manager is responsible for leading the successful adoption of systems, processes, and initiatives across our communities. This role ensures that changes are effectively communicated, well-supported, and embraced by team members, clients, and residents. Serving as the bridge between departments and end users, the Manager will design and deliver change management strategies, communication plans, and training to drive adoption, reduce resistance, and ensure consistent implementation. This individual will also play a key role in assessing organizational readiness, gathering feedback, and continuously improving our approach to change.

This position exemplifies our commitment to Integrity, Respect, Service, and Community, driven by a shared passion for enriching the resident experience and fostering a sense of belonging.

RESPONSIBILITIES

• Establish and maintain an enterprise-wide change management framework for all communities, including the tools, and templates to ensure consistency across initiatives.
• Collaborate with the product manager to lead the rollout of our large-scale digital experience platform serving residents, boards, and community managers nationwide.
• Spearhead the rollout of future initiatives impacting communities, clients, and team members.
• Design and implement comprehensive change management strategies and communication plans.
• Collaborate with cross-functional stakeholders to assess readiness and ensure alignment of rollout plans.
• Deliver clear and effective communications—both written and verbal—to explain changes to residents, board members, and staff.
• Design, deliver, and support training programs and resources that drive adoption and ensure long-term success of new systems and processes.
• Anticipate and address challenges, concerns, and resistance through proactive, tailored messaging and support.
• Help to monitor adoption progress, gather feedback, and measure success using defined KPIs and reporting.
• Capture best practices, lessons learned, and feedback to drive continuous improvement of change initiatives.
• Develop dashboards and reporting that provide visibility to leadership on adoption progress, risks, and outcomes.
• Partner closely with IT on technical rollouts, ensuring business needs, adoption, and communications are aligned with system deployments.
• Coordinate with external vendors, technology partners, and internal stakeholders to ensure smooth and seamless implementation.

REQUIREMENTS

• 3 to 5 years of proven experience in change management, implementation, and leading cross-functional projects.
• Exceptional communication skills, with the ability to simplify complex concepts and engage diverse audiences.
• Demonstrated success managing multiple priorities in a fast-paced and evolving environment.
• Proficiency in designing and delivering training for both small and large groups.