Note: The job is a remote job and is open to candidates in USA. Quest Diagnostics is seeking a Sr. Manager, Client Integration Change Management to lead customer, partner, and patient experience initiatives during an enterprise-wide Epic transformation. The role will design, execute, and govern client change management strategies, assess impacts, guide external stakeholders through technology and business transitions, and drive adoption, readiness, and proficiency across new systems and processes.
Responsibilities
• Design and execute a comprehensive, client and client-facing team change management strategy utilizing Change Management models such as ADKAR encompassing change impact assessments, stakeholder analysis and engagement, resistance management, readiness assessments, and training. Ensure the change plan directly supports the broader strategic goals of Project Nova while respecting diverse client needs
• Serve as the central point of contact for balancing the needs of internal program teams and external client stakeholders. Proactively identify and resolve conflicting demands to ensure client concerns are addressed without derailing the master timeline
• Conduct rigorous change impact and stakeholder analyses to anticipate the effects of the transformation on various client segments. Proactively identify and develop targeted countermeasures for areas of potential resistance or risk
• Work across the technology transformation program team to compile, understand and assess all changes that will directly affect various client types in a formal Change Impact Assessment and Stakeholder Analysis
• Build and deploy holistic, thoughtful engagement plans that leverage cross-functional partners e.g. Communications, Training, Marketing, Commercial. Establish and monitor adoption metrics, satisfaction scores, and proficiency levels post-go-live, adjusting interventions as needed
• Maintain inventory of changes across stakeholder groups and establish feedback loops to ensure accuracy as project develops and leverage learnings through deployment waves
• Establish and monitor adoption metrics, satisfaction scores, and proficiency levels post-go-live, adjusting interventions as necessary
• Collaborate on transparent internal and external communications to build awareness, maintain engagement, manage expectations and ensure stakeholder alignment
• Proactively identify risks or areas of potential resistance and develop targeted countermeasures
• Build, train, and manage a network of client-facing change champions. Use compelling arguments and tailored messaging to gain buy-in and active commitment from key influencers and decision-makers within client organizations
• Tailor all change management activities including communication, training, and support levels to the specific needs, scale, and readiness of different clients
Skills
• 10+ years of experience in Change Management or Program Management within large, complex organizations
• Minimum 5 years of direct, hands-on leadership for specifically externally-facing change management of multi-faceted technology implementations, and proven ability to manage change across multiple customer types and geographies
• Certification and expert proficiency in organizational change methodologies (e.g., ADKAR, Prosci)
• Demonstrated ability to influence senior executives and exceptional communication (written and verbal), presentation, and interpersonal skills
• Bachelor's degree in Business Administration, Industrial & Organizational Psychology, Human Resources, or a related field (Required)
• Fluency in process improvement methodologies (Lean, Six Sigma)
• Master's degree in Organizational Development, Business Administration (MBA), or a relevant advanced degree
• Project Management Professional (PMP) or equivalent certification (e.g., PgMP)
• MBA, Master's degree (Preferred)
Benefits
• Remote daily; the Sr. Manager is largely remote but must reside within the Northeast.
Company Overview
• Quest Diagnostics is a clinical laboratory that offers diagnostic testing, services, and information. It was founded in 1967, and is headquartered in Secaucus, New Jersey, USA, with a workforce of 10001+ employees. Its website is https://www.questdiagnostics.com/.
Company H1B Sponsorship
• Quest Diagnostics has a track record of offering H1B sponsorships, with 31 in 2026, 58 in 2025, 38 in 2024, 74 in 2023, 56 in 2022, 49 in 2021, 45 in 2020. Please note that this does not guarantee sponsorship for this specific role.