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Enhance training and communications via the application of program/project management skills that include engaging perspectives from multiple stakeholders, keeping people informed, driving to closure and/or ensuring viability of proposed solutions / methods. POSITION OVERVIEW: In this role, you will play a key role in ensuring projects (change initiatives) meet objectives by increasing customer, agent, and employee awareness, adoption, and usage.

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.We are hiring an Implementation Manager for our IT organization in our Worcester, MA, Howell, MI office or remote work location.POSITION OVERVIEW:In this role, you will play a key role in ensuring projects (change initiatives) meet objectives by increasing customer, agent, and employee awareness, adoption, and usage. This individual will focus on the people side of change, including changes to business processes, systems, technology, job roles, and organization structures.The primary responsibility will be designing and executing change strategies that drive adoption, minimize disruption and maximize business value. Seeking a strong communicator who can synthesize complex information, craft an inspiring change narrative, and guide stakeholders toward a shared vision and successful adoption.The Implementation Manager will have to collaborate with many others in the organization to succeed. This person will act as a partner for senior leaders and executives in helping fulfill their role as change sponsor. This person may also provide direct support and coaching to all levels of managers as they help their direct reports through transitions.This is a full time, exempt position.IN THIS ROLE, YOU WILL:<ul><li>Coordinate, develop and deliver implementation plans related to training, communication and post release support</li><li>Apply change management processes and tools to create a strategy to support adoption of the changes required by a project or initiative</li><li>Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan</li><li>Enhance training and communications via the application of program/project management skills that include engaging perspectives from multiple stakeholders, keeping people informed, driving to closure and/or ensuring viability of proposed solutions / methods</li><li>Design and deliver compelling communication and engagement strategies that translate change into meaningful, actionable messages and drive adoption</li><li>Organize and lead change impact awareness to stakeholders through ongoing collaboration between business, project and production management teams via participation in key meetings</li><li>Develop efforts to increase collaboration and effectiveness of all business teams</li><li>Be the "voice" for the team when needed</li><li>Partner with each business unit SME and project team to develop Audience Analysis, Training, Communication and Post-deploy Plans</li><li>Build and follow-up with business readiness pre-and post-implementation activities</li><li>Ensure enterprise technology delivery aligns with and supports business objectives by identifying BU-specific requirements through identification of needs</li><li>Optimize workflow processes and practices that impact our effectiveness for growth</li></ul>WHAT YOU NEED TO APPLY:<ul><li>Bachelor's Degree Required</li><li>3+ years of Implementation/Change Management experience</li><li>Advanced business products and supporting platform knowledge</li><li>Strong experience and knowledge of change management principles, methodologies and tools</li><li>Change management certification or designation preferred</li><li>Skilled in project management approaches, tools and phases of the project lifecycle</li><li>Exceptional communication skills, both written and verbal</li><li>Ability to synthesize complex information, craft a compelling narrative, and inspire stakeholders across the organization to align around and adopt change.</li><li>Ability to cultivate strong relationships at all levels of the organization</li><li>Ability to influence others to move toward a common vision or goal</li><li>Agile and adaptable; able to work in ambiguous situations</li><li>Resilient and tenacious with a propensity to persevere</li><li>Forward-looking with a holistic approach</li><li>Organized with a natural inclination for planning strategy and tactics</li><li>Must be a team-player with the ability to work collaboratively</li><li>Acute business acumen and understanding of organizational issues and challenges</li></ul>CAREER DEVELOPMENT:It's not just a job, it's a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you - at every level - to grow and develop.BENEFITS:We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you'll enjoy what you do and have the support you need to succeed.Benefits include:<ul><li>Medical, dental, vision, life, and disability insurance</li><li>401K with a company match</li><li>Tuition reimbursement</li><li>PTO</li><li>Company paid holidays</li><li>Flexible work arrangements</li><li>Cultural Awareness Day in support of IDE</li><li>On-site medical/wellness center (Worcester only)</li><li>Click here for the full list of Benefits</li></ul>EEO statement:The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law."As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at:HRServices@hanover.com and include the link of the job posting in which you are interested.Privacy Policy:To view our privacy policy and online privacy statement, click here.Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.Compensation:The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.

The Hanover Insurance Group Inc

Implementation Manager (REMOTE OR HYBRID TO MA or MI)

Agile Programming Methodologies

Analysis Skills

Audience Development

Business Processes

Business Skills

Business Support

Career Development

Change Management

Coaching

Communication Skills

Disability Insurance

Diversity

IDE (Integrated Development Environment)

Life Insurance

Management of Information Systems/Technology (MIS)

Organizational Development/Management

Organizational Skills

Presentation/Verbal Skills

Process Improvement

Product Support

Production Management

Project Lifecycle

Project Management Software

Sales

Strategic Planning

Sustainability

Team Player

Technical Delivery

Work From Home

Writing Skills

OTHER

Overview:
We need an ambitious, curious leader to become a Manager, Cloud Operations on the newly formed AAA Business Operations Team to help drive the biggest change in the company’s history. The Opportunity – Why JoinAre you ready to redefine how an entire industry engages with customers? At AAA Life we leverage technology to put human connection at the heart of what we do. If you are someone who thrives on purpose and wants to make a tangible difference in people’s lives when it matters most, then join AAA Life who has the unique ability to access tens of millions of existing AAA customers powered by the strength of one of America’s most trusted brands.  We have embarked on a mission to double in size - Becoming one of the largest providers in the US.  These facts showcase why we're the right choice:<ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">On purpose: a leading professional services firm found that the commitment, empathy and dedication of employees at AAA Life was the highest across a benchmark of top US companies</li><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">On growth: we have the privilege to offer our products to tens of millions of Americans that are proud members of AAA</li><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">On making a difference: we serve Americans by delivering life insurance products that make a true difference for families during their hardest times, not wealth management instruments (more details on this during the interview)</li><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">On culture: USA Today named us 2025 top workplace nationwide.  We believe the job of an insurance company is to do good.  Our mission is to help our members during what is often the hardest times in their lives.  We pick up the phone to people who have lost loved ones and offer our genuine support.  That is why we will always put human connection at the heart of what we do - always being there to talk to our members person to person.  We believe the job of an insurance company is to pay out.  That is what insurance is for.  Most of our members have real life policies - policies that bring peace of mind during life, and genuine support in the event of death.  We are not here to chase the super-rich with annuities and wealth management products.   AAA has been one of the most trusted names in America because it believes in providing the services that middle class Americans need.</li></ul> How You’ll Work<ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">Work Solution: Hybrid (Tuesday- Thursday) or Remote (USA)</li><li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">Relocation Eligibility: Available </li></ul> What We Bring to the Table<ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">Hybrid work environment that promotes work-life balance</li><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">Comprehensive medical, dental, and vision coverage starting from your first day</li><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">Employer 401k match and employer contribution to a pension plan</li><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">Generous PTO and paid parental leave to support your family needs</li><li style="line-height: 107%; margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">Various associate resource groups and community involvement initiatives</li></ul>

Responsibilities:
The RoleYou will be joining a small, newly formed but highly visible Business Operations Team to lead and deliver the most strategic and high-impact initiatives in the company’s history. These projects are complex, high-priority, and carry multi-million dollar budgets. You will be the key driving force behind them—turning bold ideas into action and action into results.The Cloud Operations Manager is responsible for overseeing the day-to-day operations, reliability, and performance of cloud-based infrastructure and services. This role leads cloud operations teams, establishes operational best practices, and ensures cloud environments are secure, scalable, and cost-effective. The Cloud Operations Manager collaborates closely with engineering, security, and business stakeholders to support continuous availability, incident response, change management, and ongoing optimization of cloud platforms in alignment with organizational goals. The Next PhaseOur mission is to provide those services for as many people as we can. To achieve that we need to evolve.  We need to boldly embrace innovation and technology.  Your leadership will help us deliver on our mission together and achieve our transformation.  At AAA Life, empathy and progress go hand in hand, creating a culture where bright ideas flourish and meaningful impact grows. If you are drawn to an environment that values purpose as much as potential, we invite you to join us. Because here, being there for people isn’t just a promise—it is our driving force.Position Responsibilities<ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">Lead and manage daily cloud operations to ensure high availability, performance, reliability, and scalability of cloud infrastructure and services. </li><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">Direct incident response, root cause analysis, and problem resolution efforts to minimize service disruption and drive continuous improvement. </li><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">Establish, document, and enforce cloud operational policies, procedures, and best practices aligned with organizational and regulatory requirements. </li><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">Partner with security, risk, and compliance teams to ensure cloud environments meet security standards, CSS Audits, regulatory obligations, and internal control requirement. </li><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">Monitor cloud usage, optimize resource utilization, and manage budgets to ensure cost-effective and efficient cloud operations. </li><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">Drive automation, monitoring, and tooling improvements to enhance operational efficiency, observability, and system resilience. </li><li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Calibri, sans-serif;">Collaborate with operations, engineering, application development, and business teams to support cloud initiatives, changes, and production deployments while mentoring and developing cloud operations staff. </li></ul> Core Competencies – How You Will Contribute<ul style="margin-bottom: 0in; margin-top: 0px;"><li style="text-align: justify; margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">Strong understanding of cloud platforms (e.g., AWS, Azure, GCP), including infrastructure, networking, monitoring, backup, and high-availability architectures </li><li style="text-align: justify; margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">Ability to ensure system stability, uptime, and performance through incident management, root cause analysis, capacity planning, and continuous service improvement </li><li style="text-align: justify; margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">Knowledge of cloud security principles, access controls, data protection, DevOps and regulatory requirements, with the ability to partner effectively with security and compliance teams </li><li style="text-align: justify; margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">Proven capability to lead, mentor, and develop technical teams, manage workloads, and foster accountability in a 24/7 operational environment </li><li style="text-align: justify; margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">Experience driving automation, monitoring, and process optimization to reduce manual effort, improve efficiency, and increase operational resilience </li><li style="text-align: justify; margin: 0in 0in 10pt 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">Strong communication skills to translate technical issues into business impact, coordinate across teams, and manage priorities with internal stakeholders and leadership</li></ul>

Qualifications:
Required Education/Experience<ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">Bachelor’s degree in information technology, Computer Science, Engineering, or a related field; Master’s degree preferred. </li></ul><ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">6+ years of progressive IT infrastructure or cloud operations experience, with at least 3 years in a leadership or management role.</li></ul><ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">Proven track record leading incident response, on-call operations, and operational maturity initiatives in a 24/7 environment.</li></ul><ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">Hands-on experience with cloud cost management, monitoring, automation, and infrastructure-as-code tools. </li></ul> Preferred Experience <ul style="margin-bottom: 0in; margin-top: 0px;"><li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">On-Premises Infrastructure experience a plus.</li><li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">Relevant cloud certifications preferred (AWS Certified Solutions Architect, Azure Administrator/Architect).</li><li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: Calibri, sans-serif;">IT service management or security certifications a plus (ITIL, CISSP, CISM, CCSP). </li></ul> Essential Job Functions While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel and talk or hear.  Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.  This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.  Reasonable accommodation will be provided for otherwise qualified applicants as needed to enable them to fulfill these requirements.  AAA Life Insurance Company does not offer immigration sponsorship for this position. This includes visa types such as H-1B, TN, and STEM OPT. Please do not apply if you currently require or may require employer-sponsored immigration support now or in the future. #LI-Remote

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Implementation Manager (REMOTE OR HYBRID TO MA or MI) The Hanover Insurance Group Inc

Manager, Cloud Operations AAA Life Insurance Company

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