Manager, Business Unit Success – Platform Adoption

This is a fully remote position, open to applicants in Nebraska, +1 more state.

📋 Description

• Develop and oversee a standardized onboarding program for business units transitioning to the Contracting Platform.

• Spearhead implementation planning, readiness activities, stakeholder alignment, and coordination for go-live events.

• Determine onboarding milestones, ownership roles, dependencies, decisions, risks, and escalation paths.

• Maintain communication with business-unit leaders throughout the entire implementation lifecycle.

• Conduct readiness assessments, validate data, review workflows, and ensure alignment with standards.

• Identify operational, procedural, and data gaps, and facilitate remediation efforts prior to launch.

• Organize training for business-unit users, agents, agencies, and internal support teams.

• Develop and sustain repeatable training curricula, role-based guidance, learning materials, job aids, and onboarding resources.

• Provide support for process guidance, contracting-status inquiries, issue triage, and platform education.

• Establish triage and escalation processes involving Contracting, operations, Data, and technology teams.

• Encourage consistent utilization of IntegrityCONNECT and IntegrityCONNECT Plus across business units.

• Collect user feedback and translate it into recommendations for process, training, support, and platform enhancements.

• Define and monitor success measures for onboarding, readiness, adoption, support, and user experience.

• Track trends, recurring issues, escalations, and barriers to adoption.

• Create and maintain SOPs, onboarding playbooks, implementation standards, training materials, and escalation guidance.

• Develop the Business Unit Success framework to support the future growth of the Contracting Center of Excellence.

• Offer daily direction, prioritization, coaching, and support for assigned team members.

• Establish accountability for implementation deliverables, stakeholder communication, and service quality.

• Foster collaboration across operational, data, technology, and business-unit teams.

• Enhance team capabilities through documented standards, knowledge sharing, and continuous development.

⛳️ Requirements

• Bachelor's degree in Business Administration, Healthcare Administration, Operations, Organizational Leadership, Information Systems, or a related field is preferred; equivalent work experience may be accepted.

• A recommended 5–7 years of relevant experience in business operations, customer success, platform implementation, contracting operations, training, or adoption management.

• Ideally, 2–3 years of experience leading projects, programs, or teams in a cross-functional setting.

• Experience in supporting large-scale change, system adoption, process standardization, or operational transformation is highly preferred.

• Background in leading platform onboarding, implementation, business operations, customer success, contracting operations, or a similar function.

• Familiarity with insurance, healthcare, agent contracting, licensing, commissions, or distribution operations.

• Proven track record in managing cross-functional initiatives that involve operational, data, technology, and business stakeholders.

• Experience in creating standardized onboarding, training, support, or adoption programs.

• Strong project management and organizational skills, including the capacity to manage priorities, dependencies, risks, and escalations.

• Ability to review operational workflows and data, identify gaps, and convert findings into actionable plans.

• Excellent written, verbal, facilitation, and executive communication skills.

• Proven ability to lead through influence and establish accountability across multiple teams.

• Proficient in 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 advancement.

• Reasonable accommodations for qualified individuals with disabilities.