Change Manager
Found in: Appcast Linkedin GBL C2 - 2 weeks ago
Job Title: Change Manager
Client Location: Must be onsite 50% of the time at one of these offices – Pleasanton, CA or Atlanta, GA or Austin, TX or Salt Lake City, UT
Duration: 09 months contract with possible extension
May request work samples and/or references as well.
About the Team
This role supports client's Global Customer Support organization. We are a global team of expert problem-solvers dedicated to delivering the best customer support experiences and solutions in the industry. Aligned to the Global Support Operations & Enablement (GSOE) team, you'll work with peers passionate about enabling and empowering Workmates around the world by helping them embrace the latest technology, tools, and processes. We support Support
About the Role
We are looking for a change maverick who thrives on digging into complex changes and making them easy to understand, facilitating the adoption of new concepts, processes, tools, and organizational changes. In this role, you will apply your organizational change enablement expertise, together with your passion for people to deliver critical business outcomes for client's Customer Support employees and customers. In addition to delivering assessments, strategies, and innovative plans, you will partner with program managers and enablement leads to design and deliver communications, engagement activities, and occasional training.
Responsibilities include:
Organizational change management from analysis to measurement, and everything in between. You will create, deliver, and maintain impactful assets including ADKAR assessments, impact assessments, change strategies, metrics analysis, and enablement content.
Partnering with our PMO on defined outcomes, making expert recommendations to ensure successful adoption and transformation. You will get to partner daily with our skilled team of program managers to align enablement strategies and plans to project outcomes, operating in lock-step to deliver timely change enablement solutions.
Getting to the heart of people's needs with meticulous impact analyses: Working with initiative leads and stakeholders, you'll get the inside scoop to thoroughly understand and document change impacts. Impact analysis is an important focus of this role, ensuring project leads, initiative leads, and other partners are equipped with the information and materials needed to facilitate and drive changes.
Engaging teammates and customers to embrace change. This is where your emotional intelligence, empathy, and your talent for making complicated concepts clear comes in handy as you translate known impacts into action We'll count on you to create organized plans that accurately detail and track progress against goals. You will facilitate meetings with partners and stakeholders, actively engage audiences, and demonstrate success.
Delivering change through writing, speaking, and educating. When needed, you will use your authentic, expert communication skills to develop and deliver key messages, curate content, and help spread the word to those who need it.
Basic Qualifications
Bachelor's degree in a related field or verified work experience leading organizational change initiatives for 3+ years.
Passionate advocate for customer and stakeholder success, and the ability to prove successful outcomes with metrics.
Experience working in a Customer Support or Customer Experience organization.
Outstanding communication and presentation skills applicable to a global audience: written, verbal, and visual.
Impeccable time management and organizational skills with a proven track record of developing and delivering multiple change plans with urgency and minimal guidance in a dynamic, ever changing environment.
High levels of Emotional intelligence (EQ), empathy, and proactivity.
Expert command of the following tools:
Google Drive: Docs, Sheets, Slides, Forms, Sites
Microsoft: Outlook, Word, Excel, PowerPoint
Project management software, particularly Smartsheet
Other Qualifications
A Prosci certification is highly desired.
Technical writing experience with a talent for making complex ideas and processes easily understandable.
Dedicated to quality and excellence in deliverables and interactions.
Adept and enthusiastic about turning challenges into exciting solutions.
A brand advocate who understands the importance of brand alignment and design best practices when communicating ideas.
A team player with strong interpersonal skills that enable you to build beneficial and productive relationships at all levels of the organization.
Proficient command of (or the ability to quickly learn) Zoom Meetings and Events, Confluence, Jira, Slack, and Miro.
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