Director, Organizational Governance & Change Enablement

SUMMARY OF RESPONSIBILITIES

The Director, Organizational Governance & Change Enablement ensures enterprise-wide policy, process and/or procedure changes are implemented in a way that is compliant with both laws (as determined by the Legal team) and Company policies. Further, the Director will ensure these changes are operationally sound and sustainable. This role builds upon existing practices to formalize governance, strengthen readiness, and reduce downstream risk when changes impact policies, procedures or other documents and/or practices. The position provides visibility into upcoming changes, partners early with cross-functional teams, and confirms that required documentation, training, and testing are complete prior to implementation. The Director enables execution through structure, standards, and oversight while the business or document owner will be responsible for direct project and/or operational ownership. The Director will partner closely with Operations, IT, Human Resources, Accounting, and other functional teams across FirstKey Homes.

ESSENTIAL DUTIES

• Enterprise Change Intake & Governance
  • Leverage Jira to maintain a structured intake and tracking process for enterprise-wide change requests for:
  • Existing policy and procedure
  • New process requests not reflected in policy or procedure
  • Legal changes impacting policy and procedure
  • Role responsibility changes
  • Relevant communications and prepared materials
  • Training documents
  • IT changes impacting policy and procedure
  • Provide visibility into upcoming changes, ownership, and implementation timelines
  • Partner with the applicable business owner during planning and approval phases to assess operational and compliance impact and readiness
• Readiness Review & Oversight
  • Prioritize change requests and ensure an action plan is provided within the defined SLA
  • Track progress against change order requests in process
  • Serve as a readiness checkpoint prior to implementation for enterprise changes
  • Confirm required components are in place before go-live, including documentation updates, training plans, testing completion, communications readiness, and ownership
  • Provide readiness confirmation and feedback to change owners, supporting resolution of gaps ahead of rollout
• Knowledge & Documentation Governance
  • Own governance standards for enterprise documentation within Navex, KeyKnowledge, or any other applicable knowledge base
  • Update enterprise knowledge bases following approved changes to reflect finalized, current-state processes
  • Work with the Head of Operational Risk and Compliance Strategy to:
  • Ensure all documentation has assigned owners
  • Revise or create policy and procedure documents
  • Facilitate content review cycles and ensure reviews occur as scheduled
  • Identify gaps that may require change management
  • Collaborate with all departments on change reviews and impacts
  • Act as the administrator for the change management systems (NAVEX, KeyKnowledge, Jira)
• Policy-to-Practice Enablement
  • Collaborate with the Legal and business teams to translate laws and regulatory requirements into clear, executable operational policy and procedure
  • Ensure policies are supported by practical processes and job aids that reflect how work is performed across the organization and allows business leaders to hold their teams accountable
• Training, Testing & Attestation Assurance
  • Ensure training and testing activities are completed for enterprise changes impacting documented processes
  • Confirm attestations are collected when required and aligned with regulatory or policy expectations
  • Provide quality oversight to ensure training, testing, and communications align with approved documentation and intent

WORKING CONDITIONS

• Primarily working indoors, office environment.
• May sit for several hours at a time.
• Prolonged exposure to computer screens.
• Repetitive use of hands to operate computers, printers, and copiers.

REQUIRED EDUCATION & EXPERIENCE

• 7–10 years of progressively responsible experience in operations, business process governance, organizational change enablement, or a related discipline.
• Demonstrated experience leading or governing enterprise-wide changes, including intake, prioritization, implementation readiness, and post launch validation.
• Proven ability to translate legal, regulatory, or policy requirements into operational processes, documentation, job aids, and workflow guidance.
• Experience managing an enterprise documentation ecosystem, such as policy libraries, knowledge bases, or standardized procedure repositories.
• Hands-on experience with workflow or governance platforms (e.g., Jira, NAVEX, ServiceNow, KeyKnowledge, or equivalent tools).
• Track record of influencing and driving accountability across cross-functional teams (Operations, Legal, HR, IT, Finance, etc.) without direct authority.
• Experience building or maturing governance frameworks, including standards, templates, review cycles, and approval workflows.
• Experience supporting or leading organizational readiness activities, including training coordination, testing oversight, communications alignment, and stakeholder engagement.
• Experience identifying operational risks and gaps, and partnering with business owners to develop practical, sustainable solutions.
• Experience interacting with senior leaders, providing structured updates, recommended actions, and implementation risk assessments.

REQUIRED SKILLS

• Strong project management skills
• Excellent verbal and written communication
• Effective at leading through influence
• Detail oriented, able to absorb competing details, reconcile and recommend best path forward

FirstKey Homes is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, veteran status, genetic information or any other legally protected classification or status.