Change Manager

DTSV Inc • Prudence Island, RI

2h • Onsite

About The Position

The Change Manager leads LDRM’s Change Management Group, which includes the Training, Quality, and Operations Excellence Units. The managers of these units report to the Change Manager, who ensures they work together and remain focused on Center and customer priorities. The role partners with the U.S. government customer and senior managers to plan, launch, and sustain changes to business processes, standard operating procedures, quality programs, training, and reporting standards. It aims to drive timely adoption and proficiency while managing resistance and delivering expected results on time and within budget.

This position is designated Key Personnel on the contract and requires U.S. government customer approval before starting. The role is mainly office-based, with periodic coverage across shifts and a primary focus on first-shift activities. The expected workweek is 45 to 50 hours. The employee must live within 90 miles of the National Visa Center in Portsmouth, New Hampshire, be a U.S. citizen, and be able to obtain and maintain a SECRET-level federal security clearance. Candidates must also pass a comprehensive criminal and credit background check before beginning the clearance process.

Requirements

• BA or BS degree, or equivalent.
• 5 to 10 years of management experience, depending on the seniority of positions held, including experience supervising managers.
• At least 2 years of experience managing implementation of process changes.
• Experience applying a structured change management methodology.
• Experience leading Operations Excellence (Continuous Improvement) efforts and creative problem solving.
• Proficiency with Microsoft Office, including Excel, Word, and PowerPoint.
• Experience using Power BI, Power Automate, and SharePoint.
• Experience managing projects, programs, or workstreams of varying complexity.
• Experience overseeing training and quality assurance functions.
• Ability to turn data into clear visuals and reports that drive action and business decisions.
• Proven ability to coach and mentor managers and colleagues.
• Ability to influence stakeholders at all levels through written and oral communication.
• Excellent writing, presentation, and verbal communication skills.
• Live within 90 miles of the National Visa Center in Portsmouth, New Hampshire.
• U.S. citizenship.
• Ability to obtain and maintain a SECRET-level federal security clearance.
• Successfully complete a comprehensive criminal and credit background check before beginning the clearance process.

Nice To Haves

• 5 years of experience managing people and change in a federal contract environment.
• Knowledge of Department of State visa processing and Visa Support Services operations.
• Project Management Professional (PMP) certification.
• Lean Six Sigma certification at Green Belt level or higher.

Responsibilities

• Supervise, coach, and develop the Training, Quality, and Operations Excellence Unit Managers; set goals and hold each unit accountable for performance standards.
• Ensure the three units work as one team, share information, and align with Center and customer priorities.
• Hire, retain, and manage qualified staff throughout the contract, respond to surge requests with appropriately qualified staffing, and resolve problems with minimal operational disruption.
• Apply a structured change management methodology to plan and lead change initiatives across the Center.
• Partner with senior managers and the U.S. government to establish change priorities, secure sponsorship, and coordinate implementation across departments.
• Conduct change impact analyses, assess readiness, and identify key stakeholders.
• Develop change deliverables, including communication plans, sponsor road maps, coaching plans, training plans, and resistance management plans.
• Anticipate and manage resistance, identify risks, and prepare mitigation plans.
• Support the design, development, and delivery of change communications to stakeholders.
• Define success metrics and track adoption and progress for each initiative.
• Support organizational design and the definition of roles and responsibilities across the Center.
• Lead continuous improvement activities to improve service quality, efficiency, and performance.
• Oversee the quality program, including quality standards, reviews, and corrective actions.
• Oversee the design and delivery of training programs for new and changed processes.
• Oversee maintenance and standardization of SOPs and activity reporting.
• Promote innovation, efficiency, and effectiveness across operations.
• Provide deliverables and performance data to the U.S. government customer and company leadership for monitoring, oversight, and performance measurement.
• Keep senior leadership and the U.S. government informed about the status and impact of change initiatives.
• Participate in meetings, conference calls, and video conferences with the U.S. government customer and other government entities.
• Provide formal and informal briefings to visitors or at off-site conferences as requested.
• Support operations as needed.

Benefits

• Health insurance.
• Dental insurance.
• Vision insurance.
• Tuition reimbursement.
• 401(k).
• Paid time off, including federal holidays.
• Competitive pay.
• Growth opportunities.
• Retirement options.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager