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.
• Experience assessing organizational readiness and developing adoption strategies.
• Strong analytical skills with comfort in data collection, measurement, and reporting.
• Ability to build strong relationships, influence without direct authority, and align stakeholders.
• Knowledge of HOA or community management is strongly preferred.
• Familiarity with established change management frameworks (e.g., Prosci ADKAR, Kotter) preferred.

COMPETENCIES

• Effective Communications – This is critical as the role involves explaining changes clearly, developing communication plans, and engaging with diverse audiences (clients, residents, and staff). Without strong communication, adoption will fail.
• Adaptability – Change initiatives often evolve, face resistance, or require mid-course corrections. The manager must stay flexible, adjust strategies, and help others adapt while maintaining momentum.
• Collaboration – The role is highly cross-functional, requiring partnership with leadership, teams, and external stakeholders. Building trust and working across departments is essential for successful rollouts.

Additional competencies desired:

• Execution & Results to measure adoption outcomes and KPIs.
• Strategic Capability to ensure long-term change strategy and organizational impact

PHYSICAL REQUIREMENTS

The physical requirements can vary, but generally, they may include:

• Lifting: Occasionally lift or move materials such as laptops, training supplies, or presentation equipment (generally up to 20 lbs.).
• Mobility: Ability to move about an office environment, attend meetings, and visit community sites as needed.
• Working Conditions: Standard office/remote work setting; occasional visits to community locations which may include meeting spaces or client facilities.
• Personal Protective Gear: Not typically required.
• Extended Sitting or Standing: Must be able to sit for extended periods when working on a computer, attending meetings, or conducting training; occasional standing during presentations or workshops.
• Manual Dexterity: Frequent use of hands/fingers for computer work, typing, and handling training materials. Skills in using technology, including computers and mobile devices
• Driving: Occasional driving may be required to attend community meetings, training sessions, or onsite rollouts. (Please note: We will request and review an MVR at the time of hire and on a periodic basis thereafter to ensure that employees maintain a satisfactory driving status.)

We are committed to creating an inclusive and accessible work environment. If you require reasonable accommodation in performing the job duties as described in the job description, discuss with your manager.

If driving is, or becomes, a requirement of the role, it is required, at all times, that you hold a valid state driver’s license for the class of vehicle you are driving, maintain a clean motor vehicle report, and hold current automobile insurance at statutory limits. You must notify Human Resources immediately regarding any change to your motor vehicle standing. CCMC may periodically review motor vehicle reports to ensure compliance with these requirements.

WHAT WE OFFER:

• Comprehensive benefits package including medical, dental, and vision
• Wellness program
• Flexible Spending Accounts
• Company-matching 401k contributions
• Paid time off for vacation, holidays, medical, and volunteering
• Paid parental leave
• Training and educational assistance
• Support programs, including Employee Assistance Program and Calm Health
• Optional benefits including short- and long-term disability, life insurance, and pet insurance
• Most importantly, a caring team who is dedicated to your success!