Position Summary

The Manager, Business Unit Success & Platform Adoption leads the day-to-day implementation of the contracting onboarding model for business units migrating to the Contracting Platform. This role establishes clear ownership for operational readiness, onboarding, training, issue triage, escalation management, platform adoption, and continuous improvement.

The manager ensures business units adopt the platform consistently and meet established operational and data standards. The role connects business-unit stakeholders, agents and agencies, Contracting Operations, Data teams, technology partners, and platform support teams to deliver a repeatable, user-centered onboarding and adoption experience.

Key Responsibilities

Business-Unit Onboarding and Implementation

• 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 clear communication to business-unit leaders throughout the implementation lifecycle.

Operational Readiness and Data Validation

• Lead readiness assessments, data validation, workflow reviews, and standards alignment for each business unit.
• Identify operational, process, and data gaps that may affect implementation readiness or adoption.
• Coordinate required remediation and confirm that readiness requirements are addressed before launch.
• Escalate unresolved risks and decisions to the appropriate leaders and partner teams.

Training and Platform Education

• Coordinate training for business-unit users, agents, agencies, and internal support teams.
• Build and maintain a repeatable training curriculum that improves user confidence and platform adoption.
• Develop role-based guidance, learning materials, job aids, and onboarding resources.
• Use recurring questions and user feedback to improve training content and delivery.

Business-Unit Support and Escalation Management

• Lead a dedicated support function that provides process guidance, contracting-status support, issue triage, and platform education.
• Own proactive communication for identified issues, risks, status updates, and resolution paths.
• Establish clear triage and escalation processes across Contracting, operations, Data, and technology teams.
• Ensure business units have a consistent point of contact throughout onboarding and adoption.

Platform Adoption and User Experience

• Promote consistent use of IntegrityCONNECT and IntegrityCONNECT Plus across business units.
• Gather feedback from agents, agencies, business-unit stakeholders, and internal teams.
• Translate user feedback into recommendations for process, training, support, and platform improvement.
• Provide a consistent, white-glove onboarding approach that strengthens agency confidence and adoption.

Measurement and Continuous Improvement

• Define and track onboarding, readiness, adoption, support, and user-experience success measures.
• Monitor trends, recurring issues, escalations, and adoption barriers.
• Identify opportunities to reduce implementation effort, improve self-service, and strengthen operational efficiency.
• Communicate performance insights and improvement recommendations to Contracting leadership.

COE Standards and Scalability

• Develop and maintain SOPs, onboarding playbooks, implementation standards, training materials, and escalation guidance.
• Build the Business Unit Success framework needed to support future Contracting Center of Excellence growth.
• Create repeatable practices that enable consistent onboarding and platform adoption across business units.
• Connect agency and business-unit feedback directly to contracting operations, platform standards, and continuous improvement.

People Leadership

• Provide day-to-day direction, prioritization, coaching, and support for team members assigned to onboarding, training, and business-unit success.
• Create clear expectations and 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.

Qualifications

Education and Experience

• 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.
• Required Qualifications
• 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.