UCSD Health is seeking a Training and Change Management Lead who will be responsible for assessing organizational and strategic issues and providing guidance through organizational development solutions such as facilitating assessments, strategic planning, and culture-change and process-oriented approaches to enhance institutional performance. Consults with leaders, departments, and committees to address root causes of organizational effectiveness issues using a systematic approach. Analyzes current organizational purpose, structure, relationships, policies, systems, and data. Recommends and facilitates improvements ensuring alignment with organizational strategy.

Technical leader with a high degree of knowledge in the overall field and recognized expertise in specific areas; problem-solving frequently requires analysis of unique issues/problems without precedent and/or structure. May manage programs that include formulating strategies and administering policies, processes, and resources; functions with a high degree of autonomy.

Independently uses and applies wide-ranging experience and proficiency in organizational development, effectiveness, business process analysis and strategic planning on projects that involve multiple organizations and stakeholders. Uses advanced organizational development professional concepts and organization objectives to resolve complex organizational development, design and effectiveness issues. Regularly works on highly complex issues of strategic engagements where analysis of circumstances and information requires an in-depth evaluation of factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.

Leadership and Collaboration

• Advanced knowledge of the organizational development and effectiveness field, theories, models to assess, design and implement customized, strategic organization interventions.
• Exercises wide judgment in selecting and developing methods, techniques and evaluation criteria for obtaining appropriate results and resolution of organizational effectiveness issues.
• Understands business needs and ensures that systems, both technical and non-technical, can support those needs. Provides new patients with an overview of resources and general information on billing, scheduling, and locating resources for clinical questions or concerns.
• Assesses complex situations, identifies desired improvements, works with clients to address issues and implement solutions in alignment with strategic goals.
• Provides collaborative leadership and consultation, strategic planning, design and facilitation, and project management on complex problems to achieve strategically aligned solutions.
• Ability to comprehend and leverage technical and functional knowledge of Customer Relationship Management (CRM) specifically ServiceNow tools, Timekeeping/Payroll and Human Capital Management (HCM) systems, timekeeping and scheduling systems, and leverage functionality to optimize presentation, creation, and communication of knowledge and training content.
• Ability to translate technical and/or complex issues into easy-to-understand explanations to key audiences
• Ability to coach, facilitate and influence people at all levels
• Other duties as assigned

Change Management and Communication

• Assess the organizational change impacts and develop strategies to promote readiness and adoption for project implementation
• Consult on project interactions with the Subject Matter Expert (SME) group as they are engaged to participate in project activities
• Evaluate organizational readiness via roadshows/townhalls, assessments/surveys, and departmental meetings to identify risk and manage resistance
• Collect feedback on the most significant/risky processes, roles, and duty changes from the current state, which will require targeted change management support
• Ability to convey information and ideas clearly and concisely to stakeholders in an engaging manner that helps the targeted audience understand and retain the message. Ability to effectively communicate to a broad and diverse audience and tailor approach based on targeted audience
• Ability to succinctly communicate complex issues and its importance (impact on the individual/team/organization); stresses major points clearly; follows a logical sequence

Customer Service

• Ability to build strong working relationship with clients and understand their needs. Leverage relationship to recommend new processes and procedures for issue resolution and improve client satisfaction and reduce the same issues from recurring
• Seeks to understand stakeholders by actively listening, gathering, and leveraging information to improve content to encourage them to utilize self-service options to address concerns

Critical Thinking/Analytical

• Demonstrates strong analytical, problem-solving, project planning and implementation skills.
• Ability to recognize cross functional data impact and collects pertinent details to better understand problems and identify opportunities for improvement through training or effective communication
• Demonstrates ability to learn quickly, reason, synthesize and generalize based on information obtained. Sound judgment, ability to draw unbiased conclusions.
• Collaborate with subject matter experts to proactively evaluate compliance and process improvements/gaps and create mitigation to address through training and/or communication

• Nine (9) years of related experience, education/training, OR a Bachelor's degree in related area plus five (5) years of related experience/training. Related experience: Experience managing change management or training team

• Thorough knowledge of the organizational development and effectiveness field, theories, models to assess, design and implement customized organizational interventions.

• Proven expertise in Strategic Communications approaches and standards in business communications.

• Proven ability to guide execution of communication content to consistently optimize messaging, enhance program goals, and adhere to established standards.

• Proven ability to lead and coordinate collaborators in the execution of multiple and interdependent deliverables.

• Demonstrated experience building and managing exceptional relationships to achieve results in line with strategic goals.

• Ability to manage necessary resources to resolve problems in a timely and effective manner.

• Proven ability to comply with and enforce pertinent policies, procedures, regulations, and requirements.

• Ability to effectively utilize common office productivity software such as MS Office (Word, Excel, PowerPoint), MS Outlook, and internet browsers.

• Experience in a healthcare environment.

• Graduate degree.

• 5+ years of UCPath experience.

• Possesses strong consulting, relationship building, and strategic thinking skills.

• Demonstrates skill consulting to managers and groups at all levels.

• Prior experience with managerial or supervisory duties including employee development.

• Strong understanding of higher education and timekeeping/scheduling industry terminology and communication standards.

• Working knowledge of university staff personnel policies and collective bargaining agreements related to, or having an impact upon, time and attendance functions.

• Must be able to work various hours and locations based on business needs.

• Employment is subject to a criminal background check and pre-employment physical.