Senior Change Manager

Penrod is a dynamic, high-growth global consulting firm specializing in digital transformation and operational excellence across the Health & Life Sciences sector. We partner with leading healthcare systems to drive value through strategic technology implementations, data enablement, and change management. We pride ourselves on delivering measurable results and fostering a culture of innovation and continuous improvement.

We are seeking an experienced and highly motivated Senior Change Manager to lead the people-side of large-scale digital transformation initiatives, primarily focusing on the implementation and adoption of Salesforce solutions within hospital system contact centers and patient engagement hubs. The ideal candidate will combine deep experience in organizational change management (OCM) methodology with a strong background in the operational dynamics of patient/member services within the Health & Life Sciences (HLS) sector. This role is critical for ensuring our clients' clinical and administrative teams successfully transition to new processes and platforms, maximizing their return on investment.

What you will do

• • Develop, manage, and execute comprehensive organizational change management strategies (stakeholder analysis, communications, training, resistance management, and change readiness assessments) tailored for Salesforce implementation projects.
  • Work directly with hospital system executives, IT leadership, and operations managers (e.g., Contact Center Directors) to define the vision for the future state, particularly how new technology impacts patient scheduling, triage, billing, and provider communication.
  • Establish and track OCM metrics (adoption rates, utilization proficiency, error reduction) to measure the effectiveness of change interventions and ensure desired business outcomes are achieved.
  • Design training programs and materials specifically focused on the end-user experience for agents, nurses, and staff utilizing Salesforce Health Cloud or Service Cloud within a high-volume contact center environment.
  • Translate technical Salesforce features (e.g., Omnichannel routing, CTI integration, Service Console navigation) into clear, process-driven communications and job aids for frontline staff.
  • Lead efforts in defining new organizational roles, operating models, and governance structures required to support the newly implemented Salesforce platform and streamlined contact center workflows.
  • Identify, analyze, and prepare risk mitigation tactics for key stakeholder groups who will be impacted by the changes, including patient access representatives, clinical support staff, and IT system owners.
  • Develop and deliver clear, persuasive communications (memos, presentations, intranet content) that articulate the "why," "what," and "how" of the transition, focusing on value realization for the end-users.
  • Serve as a bridge between technical implementation teams and operational end-users, ensuring solutions meet functional needs and are adopted enthusiastically.

What we look for

• • 5+ years of progressive experience in Organizational Change Management (OCM) and/or training development for large-scale technology transformations.
  • 2+ years of hands-on experience leading change management for Salesforce implementations (Service Cloud, Health Cloud, or Sales Cloud).
  • Demonstrated experience within the Health & Life Sciences (HLS) industry, specifically working with hospital systems, payers, or large clinical organizations.
  • Direct experience leading transformation in a Contact Center, Call Center, or Patient Access setting, understanding agent workflows, KPIs, and operational challenges.
  • Proficiency in OCM methodologies (e.g., ADKAR, Prosci certification is a plus).
  • Preferred Location in Houston, TX: Candidates based in or willing to relocate to the Houston area are strongly preferred due to proximity to key clients.
  • Ability to travel up to 20% domestically to client sites as required.
  • Exceptional communication, presentation, and facilitation skills.
  • Strong project management discipline and the ability to manage multiple deliverables concurrently.

$150,000 - $175,000 a year

At Penrod, we believe in supporting our team members both professionally and personally. We offer a comprehensive benefits package designed to ensure your well-being and growth, including generous health, dental, and vision insurance, a 401(k) with company match to help you plan for the future, and ample paid time off for a healthy work-life balance. Beyond the standard, we're proud to provide opportunities for continuous learning and career development, fostering an environment where you can truly thrive and build a lasting career with us.

Our Benefits Package Includes:

• 100% employer-paid medical, dental, and vision premiums for eligible employees

• Employer-paid short-term disability

• Unlimited PTO

• Volunteer Time Off

• 10 company holidays

• 401k + 4% Company Match + No Vesting Period

• Monthly wellness and phone stipends

• Training cost coverage

• Paid parental leave for birthing and non-birthing parents

• Annual company get-together - Penrod Palooza

Penrod is a healthcare and life sciences consulting company that empowers exceptional experiences by engaging and consulting on technology and enabling digital transformation. Founded in 2011, a Summit Salesforce Partner since 2016, and HIPAA compliance accredited, Penrod has helped hundreds of companies ranging from startup to the Fortune 500; from pre-FDA approval to full commercialization; from specialty clinic to major healthcare system; improve their own patient experiences and implement technology to meet the challenges of the industry as they continue to evolve.

Penrod is an equal opportunity employer. Penrod does not discriminate against any employee or applicant because of race, religion, sex, sexual orientation, age, national origin, ancestry, disability, arrest or conviction record, marital status, military service or any other characteristic protected by applicable local, state or federal law and reasonably accommodates applicants and employees as required by applicable law.

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