Change Management Specialist
About The Position
Support the successful adoption, operationalization, and sustainment of new tools, processes, and capabilities across CX by executing structured change and adoption activities. This role is part of a newly formed, lean team responsible for driving day-to-day adoption, supporting hypercare, and helping accounts achieve and sustain desired performance outcomes following implementation. In this role, you will help translate change strategies into action by supporting hypercare plans, monitoring adoption, and partnering with accounts to work through defined readiness and performance gates. You will play a key role in ensuring tools are not only launched, but effectively embedded into operational workflows. You will also support the development of knowledgeable account-level champions, helping equip them to reinforce adoption, address common issues, and sustain performance over time.
Requirements
- 3–5 years of experience in change management, organizational development, adoption, or operational enablement
- Experience supporting technology, process, or training-related change initiatives
- Strong communication, coordination, and stakeholder engagement skills
- Experience working in fast-paced or operational environments preferred
Nice To Haves
- Change management certification (e.g., Prosci) preferred
Responsibilities
- Execute change management and adoption activities to support training, platform, and process launches.
- Support hypercare efforts, including defined adoption plans, checkpoints, and criteria to progress through stabilization gates.
- Partner with account teams to monitor early performance indicators and support post-launch adjustments.
- Help identify, train, and enable account-level champions to reinforce adoption and sustain desired behaviors.
- Conduct readiness assessments and assist in addressing resistance or adoption risks.
- Support the development and delivery of communication and training materials aligned to change initiatives.
- Track adoption and stabilization metrics and provide input to refine approaches as needed.
Benefits
- flexible vacation policy
- 401(k) employer match
- comprehensive health benefits
- educational assistance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
