[Hiring] Change Lead, Operational Transformation @CCC Intelligent Solutions

Role Description

The Change Lead, Operational Transformation is a hands-on change practitioner responsible for driving readiness, adoption, and sustained behavior change across business, operational, digital, AI, and technology transformation initiatives. This role partners with business leaders, project teams, technology partners, and operational stakeholders to translate transformation objectives into practical change plans that help employees understand, adopt, and sustain new processes, technologies, operating models, and ways of working.

As an individual contributor within Operational Transformation, the Change Lead manages change activities for assigned initiatives, provides change expertise to program and operational leaders, and coordinates across Communications, Learning & Development, Human Resources, Product, and Technology. The role influences without direct authority and uses structured change practices, stakeholder insights, and adoption measures to support successful implementation and business outcomes.

Key Responsibilities

• Change Strategy & Execution
  • Develop and execute change management plans for assigned operational, technology, AI, automation, and business transformation initiatives.
  • Assess change impacts, stakeholder needs, readiness risks, and adoption barriers, and recommend practical mitigation actions.
  • Serve as the change lead for cross-functional initiatives, coordinating change activities with program plans, milestones, and business priorities.
  • Translate business and technology changes into clear stakeholder, communication, learning, and reinforcement actions.
  • Maintain change plans, deliverables, risks, dependencies, and status updates through implementation and stabilization.
• Strategic Business Partnership
  • Partner with operational leaders, product owners, project managers, and subject matter experts to translate business objectives into actionable change and adoption plans.
  • Provide data-informed insights on organizational readiness, workforce impacts, stakeholder needs, and change risks.
  • Support sponsor and leader alignment by preparing decision materials, talking points, and engagement plans.
  • Build productive relationships across Operations, Product, Technology, Human Resources, Learning & Development, and other stakeholder groups.
• Organizational Readiness & Adoption
  • Conduct readiness and impact assessments to evaluate stakeholder preparedness for change.
  • Define adoption measures, readiness indicators, and success criteria for assigned initiatives.
  • Identify resistance points and organizational barriers, then partner with leaders and project teams on mitigation actions.
  • Coordinate go-live readiness reviews, transition activities, and post-launch reinforcement to support operational continuity.
  • Track adoption outcomes and recommend adjustments based on feedback, performance data, and observed gaps.
• Change Capability & Leadership Enablement
  • Apply and improve consistent change management methodologies, tools, templates, and standards.
  • Enable leaders and managers through coaching, readiness materials, and practical change tools.
  • Coordinate and support change champion networks that extend engagement across impacted teams.
  • Guide project teams and business stakeholders in applying effective change practices.
  • Promote change resilience, continuous improvement, and employee engagement through each initiative.
• Communications & Learning Strategy
  • Develop integrated communication and engagement plans aligned with initiative milestones, leader messaging, and employee needs.
  • Create clear, audience-specific communications, leader materials, FAQs, presentations, and feedback mechanisms.
  • Partner with subject matter experts and learning teams to translate future-state processes into role-based learning, practice, and performance support.
  • Coordinate delivery of communications and learning activities and adjust approaches based on stakeholder feedback and adoption data.
• Value Realization & Transformation Outcomes
  • Define and monitor adoption, utilization, proficiency, and stakeholder experience measures.
  • Connect change activities to expected operational and business benefits.
  • Evaluate post-implementation performance and recommend corrective actions when readiness or adoption gaps emerge.
  • Provide concise reporting on change progress, risks, adoption trends, and lessons learned.
  • Use feedback and performance insights to continuously improve change approaches and reusable tools.

Qualifications

• Master's degree in Business Administration, Organizational Development, Industrial/Organizational Psychology, Human Resources, or a related discipline.
• Prosci, CCMP, or equivalent change management certification.
• Experience with Lean Six Sigma, Operational Excellence, business transformation, or continuous improvement methodologies.
• Experience supporting Salesforce, digital transformation, workflow automation, AI, or enterprise technology implementations.
• Experience using change analytics, employee listening, project management, or collaboration tools to inform execution and adoption.

Requirements

• Timely, high-quality delivery of change plans and assigned workstream commitments.
• Demonstrated stakeholder readiness, adoption, utilization, and proficiency for implemented changes.
• Early identification and effective mitigation of change risks and resistance.
• Clear leader alignment, stakeholder engagement, and employee understanding.
• Effective communications, learning, and reinforcement that support sustained behavior change.
• Reusable change practices, tools, and lessons learned that improve Operational Transformation execution.

Benefits

• 401K Match
• Paid time off
• Annual Incentive Plan Performance Bonus
• Comprehensive health insurance
• Adoption Assistance
• Tuition Reimbursement
• Wellness Programs
• Stock Purchase Plan options
• Employee Resource Groups