Manager, Business Unit Success – Platform Adoption

Job Description:

• Establish and manage a standardized onboarding program for business units migrating to the Contracting Platform
• Lead implementation planning, readiness activities, stakeholder alignment, and go-live coordination
• Define onboarding milestones, ownership, dependencies, decisions, risks, and escalation paths
• Provide communication to business-unit leaders throughout the implementation lifecycle
• Lead readiness assessments, data validation, workflow reviews, and standards alignment
• Identify operational, process, and data gaps and coordinate remediation before launch
• Coordinate training for business-unit users, agents, agencies, and internal support teams
• Build and maintain repeatable training curricula, role-based guidance, learning materials, job aids, and onboarding resources
• Lead support for process guidance, contracting-status support, issue triage, and platform education
• Establish triage and escalation processes across Contracting, operations, Data, and technology teams
• Promote consistent use of IntegrityCONNECT and IntegrityCONNECT Plus across business units
• Gather user feedback and translate it into process, training, support, and platform improvement recommendations
• Define and track onboarding, readiness, adoption, support, and user-experience success measures
• Monitor trends, recurring issues, escalations, and adoption barriers
• Develop and maintain SOPs, onboarding playbooks, implementation standards, training materials, and escalation guidance
• Build the Business Unit Success framework for future Contracting Center of Excellence growth
• Provide day-to-day direction, prioritization, coaching, and support for assigned team members
• Create accountability for implementation deliverables, stakeholder communication, and service quality
• Promote collaboration across operational, data, technology, and business-unit teams
• Build team capability through documented standards, knowledge sharing, and ongoing development

Requirements:

• Bachelor’s degree in Business Administration, Healthcare Administration, Operations, Organizational Leadership, Information Systems, or a related field preferred; equivalent work experience may be considered
• Recommended 5–7 years of relevant experience in business operations, customer success, platform implementation, contracting operations, training, or adoption management
• Recommended 2–3 years of experience leading projects, programs, or teams in a cross-functional environment
• Experience supporting large-scale change, system adoption, process standardization, or operational transformation is strongly preferred
• Experience leading platform onboarding, implementation, business operations, customer success, contracting operations, or a related function
• Experience in insurance, healthcare, agent contracting, licensing, commissions, or distribution operations
• Demonstrated experience managing cross-functional initiatives involving operational, data, technology, and business stakeholders
• Experience building standardized onboarding, training, support, or adoption programs
• Strong project-management and organizational skills, including the ability to manage priorities, dependencies, risks, and escalations
• Ability to review operational workflows and data, identify gaps, and translate findings into practical action plans
• Strong written, verbal, facilitation, and executive communication skills
• Demonstrated ability to lead through influence and create accountability across multiple teams
• Proficiency with Microsoft Excel, Word, PowerPoint, Teams, and project or issue-tracking tools

Benefits:

• Competitive compensation package
• Benefits for employees and their families
• Professional opportunities and career acceleration
• Reasonable accommodations for qualified individuals with disabilities