User Operations Associate Jobs in New Britain, CT

Fully remote role open to candidates in the United States. DescriptionThe Associate Director, Strategic Operations leads DSSM's AI Change Management program, by designing, delivering and scaling AI change management efforts. Reporting into the DSSM Change Management Office (CMO), this role is responsible for leading end-to-end cross functional projects specifically involving AI changes, partnering with business, technology, and functional leaders to strengthen an AI-informed culture.The role will integrate project management rigor with change methodologies like ADKAR to align teams, mitigate risks and embed new ways of working. This will serve as both a hands-on CM expert and a strategic builder, contributing to establishing best practices, playbooks, tools and governance models that enable consistent scalable AI execution across DSSM. Success will hinge on employee readiness, adoption of AI based tools and long-term benefit realization.As DSSM's AI maturity grows, the responsibilities of the role may evolve. The role will also function as a strategic change management advisor to external partners, supporting transformation efforts, guiding on adoption best practices, and aligning change strategies across organizational boundaries to enable effective collaboration and value realization. Scope and depth of partner engagement may evolve as strategic partnerships expand.Responsibilities

Strategy

• Apply advanced change management expertise (Prosci ADKAR) to complex organizational, cultural, and capability shifts driven by AI
• Translate AI strategy into clear adoption roadmaps spanning operating model, governance, roles, and behaviors
• Guide teams through from experimentation to enterprise AI adoption
• Lead adoption across multi-workstream, multi-geography, and multi-year programs
• Anticipate and manage adoption risks across interdependent teams, platforms, and business units
• Define adoption and value metrics tied to AI usage, behavior change, and business outcomes
• Ensure AI adoption is responsible, scalable, and embedded into day-to-day operations
• Set standards for AI adoption, operating model design, and change management excellence

Execution

• Design and execute structured change management approaches that support successful adoption of new processes, systems, and ways of working.
• Partner with functional leaders to assess change impacts, stakeholder readiness, communication needs, and adoption risks.
• Develop and implement plans for communications, training, coaching, and engagement to achieve adoption and minimize disruption
• Establish clear project governance, KPIs, decision-making frameworks, and escalation paths to drive accountability and momentum
• Facilitate CM upskilling and coaching of senior leaders, frontline managers and business experts to champion the change and reinforce new behaviors
• Ensure projects are delivered on time, in scope, on budget, and aligned with strategic priorities
• Implement analytics, feedback loops, and lessons learned processes to drive ongoing improvement and reduce change saturation.
• Track benefits realization through KPIs like adoption rates, user proficiency, and ROI, adjusting strategies based on data
• Embed change management best practices into project delivery so that change is not an afterthought, but a core capability.
• Ensure compliance with organizational change frameworks
• Help maintain standards, templates, and best practices around project management and change delivery
• Communicate clearly with executive sponsors and senior leaders on project status, risks, tradeoffs, and outcomes.
• Serve as a trusted advisor to leaders navigating complex change.
• Lead delivery of flagship programs such as:
  • AI Foundation Learning
  • AI Peer Learning Community enablement.
  • Applied AI training for teams adopting specific solutions (Copilot, Agentic workflows ..etc.)
• Coordinate with the AI Division to ensure training content stays aligned with technical capabilities, governance, and emerging AI tools.
• Coordinate development of practical AI learning assets, including playbooks, scenario sheets, prompt libraries, micro-learning modules, demos, and hands-on exercises.
• As a secondary responsibility, provide act as a change management advisor with external leadership teams, offering bestpractice guidance on communication, training, engagement, and leadership enablement for change initiatives

Skills Required

• Prosci Certification required. Please ensure this is clearly identifiable on your resume/CV.
• Extensive program / project planning and execution skills in handling large and complex change and transformation programs/projects
• Experience of using a variety of project and business change management methodologies (Prosci, Kotter, etc.)
• Proven adaptability skills that enhance communications, trainings and ultimately adoption
• Expert user of MS PowerPoint, Smartsheet
• Fluent in MS Office.
• Understanding of Lean / Six Sigma and Continuous Improvement
• Proven experience building or formalizing project and/or change management functions, not just operating within them.
• Exceptional communication skills, including facilitation and executive presentations.
• Excellent negotiation and conflict resolution skills
• Customer management with a global attitude decision-making, influencing and challenging ability
• Ability to empower others toward project goals
• Strong program governance and delivery leadership with the ability to guide project teams through CM activities when working in Agile environments.
• Proven track record of deploying Change Management for AI in enterprise/commercial settings, with measurable business outcomes.
• Familiarity with AI concepts, GenAI capabilities, prompt engineering would be helpful
• Adaptability across cultures, roles, and learning needs
• Responsible AI mindset and commitment to safe practices
• Analytical mindset to interpret usage and learning data

Fully remote role open to candidates in the United States.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more athttps://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role, when annualized, is $82,600.00 - $229,900.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.