Job Overview
The Change and Implementation Lead drives supplier‑centric change initiatives that improve payment monetization and elevate the customer experience. This role leads cross‑functional change efforts—across process, technology, and operations—to ensure initiatives align to business goals, supplier needs, and customer expectations.
This leader owns end‑to‑end change execution, including communication, training, adoption, and optimization, ensuring changes are implemented effectively and deliver measurable customer and business impact.
What You’ll Do
- Lead customer‑focused change and implementation strategies for supplier and payment experience initiatives.
- Partner with leadership and cross‑functional teams (Product, CX, Sales, Marketing, IT, Operations) to ensure alignment and execution.
- Develop and deliver clear communication plans that support awareness, understanding, and adoption of change.
- Oversee training and enablement for customer‑facing and internal teams to support new tools, processes, and experiences.
- Incorporate customer and supplier feedback into change plans and adjust approach based on insights and outcomes.
- Define and track adoption and success metrics tied to customer satisfaction, experience quality, and operational impact.
- Identify risks and resistance; create mitigation strategies to ensure smooth, sustainable adoption.
- Drive continuous improvement by evaluating results, applying best practices, and improving change effectiveness.
- Lead and influence cross‑functional teams with a strong customer‑centric mindset.
What We’re Looking For
- 3+ years in change management, program management, or customer experience roles.
- 5+ years leading cross‑functional initiatives or experience‑driven programs.
- Bachelor’s degree in Business, Organizational Development, Customer Experience, or equivalent experience.
- Proven ability to plan and execute customer‑experience‑focused change initiatives.
- Strong knowledge of change management principles, customer journeys, and CX drivers.
- Excellent communication and stakeholder‑influencing skills.
- Data‑driven mindset with experience measuring adoption and experience outcomes.
- Experience with project, CX, or change management tools (e.g., Salesforce, MS Project).
- Experience in payments, financial services, or B2B fintech environments.
- Background in digital or technology‑driven transformation initiatives.
- Familiarity with CX metrics and methodologies (NPS, CSAT).
- Strong leadership presence with the ability to drive change at scale.
- Results‑oriented, adaptable, and comfortable operating in fast‑paced environments.
About AvidXchange
AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,500 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work®.
Who you are:
- A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown.
- Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
- Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.
What you’ll get:
AvidXchange teammates (we call them AvidXers) get the perks and prestige of a growing tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, and competitive benefits. At AvidXchange, we are building more than a tech company – we are building an experience. We remain committed to a culture where you can fully be 'you’ – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you’ll tell for years, you’ve come to the right place.
AvidXers enjoy:
- 18 days PTO*
- 11 Holidays (8 company recognized & 3 floating holidays)
- 16 hours per year of paid Volunteer Time Off (VTO)
- Competitive Healthcare
- High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage
- 100% AvidXchange paid Dental Base Plan Coverage
- 100% AvidXchange paid Life Insurance
- 100% AvidXchange paid Long-Term Disability
- 100% AvidXchange paid Short-Term Disability
- Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
- Onsite Health Clinic with Atrium Health - available to Teammates and their eligible dependents
- 401(k) Match: 100% match on the first 3% of your salary, plus 50% match on the next 2%
- Parental Leave: 8 weeks 100% paid by AvidXchange**
- Discounts on Pet, Home, and Auto insurance
- WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers
- Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more
- Onsite gym fitness center, yoga studio, and basketball court
- Tuition Reimbursement up to the federal maximum of $5,250***
- Hybrid Workplace Flexibility
- Free parking
*Fully granted from beginning of year, pro-rated if hired mid-year
**Must be full-time for at least 3 months
***Must be full-time for at least one year
Equal Employment Opportunity
AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.
