Change Management and Quality Assurance Lead

The Change Management and Quality Assurance Lead role is accountable for leading quality assurance and regulatory execution across provider credentialing, recredentialing, and provider data management activities. This role ensures Guardian meets delegated credentialing audit requirements, maintains regulatory compliance, and delivers consistent, high‑quality outcomes through disciplined quality programs and effective change management.

You will lead a team of Quality Assurance Specialists while partnering closely with credentialing, network services, compliance, and technology stakeholders. Through strong project management, documentation rigor, and oversight of regulatory‑driven process changes, you will help ensure Guardian’s operations remain compliant, scalable, and aligned with evolving regulatory expectations, including increased use of automation and AI‑enabled capabilities.

You Will:

• Lead and develop a team of Quality Assurance Specialists responsible for credentialing and provider data quality oversight.
• Establish and maintain quality assurance programs supporting credentialing, recredentialing, and provider demographic and directory data changes.
• Ensure timely and successful completion of delegated credentialing audits, partnering with internal stakeholders to address findings and sustain compliance.
• Project manage regulatory‑related process changes, ensuring requirements are clearly translated into operational execution.
• Serve as the primary point of contact for regulatory‑driven changes impacting credentialing and network services processes.
• Document and maintain Standard Operating Procedures (SOPs) for new or updated processes, implementing follow‑up controls to measure adherence and effectiveness.
• Ensure clear, timely communication of procedural changes to impacted teams, supporting understanding and consistent adoption.
• Partner with technology and operations teams to support quality assurance for new tools, automation, and AI‑enabled solutions as human tasks are replaced or augmented.
• Monitor regulatory trends and provider‑facing notice requirements, ensuring appropriate operational, technology, and communication updates are coordinated and executed.
• Support continuous improvement by identifying quality risks, control gaps, and opportunities to strengthen regulatory and operational outcomes.

You Have:

• Experience leading quality assurance or regulatory operations in a healthcare, insurance, or provider network environment.
• Strong knowledge of credentialing, recredentialing, and provider data management processes.
• Proven ability to project manage regulatory or compliance‑driven process changes from requirement through implementation.
• A strong process, documentation, and control mindset, with experience developing SOPs and monitoring adherence.
• Experience supporting audits and regulatory reviews, with the ability to translate findings into sustainable operational improvements.
• Comfort partnering with technology teams to support quality oversight for automation and AI‑enabled capabilities.
• Strong communication skills, with the ability to clearly convey complex regulatory changes to operational teams.
• A continuous‑improvement mindset and the ability to lead through change while maintaining quality and compliance.

Location, Work Arrangement, and Travel:

• The work arrangement for this position will be hybrid (three days per week in a local Guardian Office; two days per week working from home).
• Preferred locations include Bethlehem, PA; Boston, MA; Holmdel, NJ, and New York, NY.
• Occasional travel required

Salary Range:

$68,970.00 - $113,310.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MyHR@glic.com. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

Visa Sponsorship

Guardian is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship.

Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment

 

As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at https://www.guardianlife.com/careers). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.

 

Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to MyHR@glic.com, making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via MyHR@glic.com.

 

Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here. 

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.