Global Change Leader - TMC Operations

Direct Travel•Remote,

About The Position

The Global Operations Change & Adoption Leader will build and lead Direct Travel's organizational capacity to embrace, embed, and sustain transformational change across a rapidly evolving, globally expanding business. While the PMO executes projects (i.e. Acquisition integration, global market expansion, WSC optimization, centers of excellence, AI deployment), this role ensures our people are prepared, engaged, supported, and confident in adopting new ways of working. This role serves as the human and cultural bridge between project delivery and frontline execution—ensuring that technical implementations become operational reality and that our organization builds lasting capability for continuous transformation.

Requirements

7+ years of experience in Change Management, Organizational Development, Training, Operations, or a related business function focused on the people side of transformation
Demonstrated success leading change and adoption across multiple geographies and cultural contexts
Proven experience with large-scale organizational transitions, integrations, or restructuring including cultural alignment and adoption
Strong communication, facilitation, relationship-building, and influencing skills
Comfortable working across multiple teams and leadership levels; ability to influence without direct authority
Ability to organize complex work, solve problems, drive results, and adapt in a fast-paced, matrix environment
Strategic thinking about how organizational readiness and adoption enable business strategy

Nice To Haves

Experience in travel, logistics, customer service, or operations-intensive industries
Exposure to large-scale enterprise system implementations and digital transformations
Background in Agile, iterative, or continuous improvement change methodologies
Experience designing and scaling change champion or ambassador networks globally
Familiarity with change management frameworks (ADKAR, Kotter, McKinsey, etc.)
Operations or P&L leadership experience managing teams through significant organizational change
Background in AI adoption, digital transformation, or emerging technology change management
Experience scaling centers of excellence, shared service models, or global operating models
Familiarity with VIP models or unified operating models in distributed organizations

Responsibilities

Develop and execute multi-year change and adoption strategies for major organizational transformations (integrations, geographic expansion, operating model evolution, innovation adoption).
Conduct change impact and readiness assessments—identifying which teams need the most support, what barriers exist, and how to tailor engagement.
Work closely with PMO to understand project timelines and deliverables; translate these into adoption readiness plans and timelines.
Monitor change health and adoption progress across all major initiatives; adjust strategies based on performance data, feedback, and emerging challenges.
Build repeatable adoption playbooks and methodologies.
Lead communications and engagement strategies across multiple geographies, time zones, and cultural contexts.
Establish and sustain an Operations Advisory Council and Global Change Champion Network with regional representation—these are your eyes and ears for frontline sentiment and adoption barriers.
Facilitate listening sessions, focus groups, and feedback forums; ensure frontline feedback influences how new ways of working are designed and rolled out.
Tailor change narratives and adoption strategies to regional needs while maintaining strategic consistency.
Build trust and psychological safety through transparent, timely, culturally-aware communication about what's changing and why.
Coach and develop change champions and frontline leaders as change agents in their teams.
Partner with Training and Learning & Development to develop role-based learning and readiness activities aligned with project timelines.
Coordinate readiness activities before each implementation—ensuring teams have the knowledge, confidence, and resources to adopt new ways of working.
Support frontline leaders with coaching tools, change resources, and adoption frameworks.
Monitor adoption of new platforms, tools, and processes; gather user feedback and recommend improvements.
Drive continuous improvement and scaling of best practices across Operations teams.
Work with Operations Leadership and PMO to identify opportunities to simplify processes, reduce friction, and improve employee experience during transitions.
Support future-state design workshops and organizational redesign initiatives—ensuring frontline voices shape new ways of working.
Create and maintain change resources (FAQs, how-to guides, role-based playbooks, visual aids) that help teams adopt new ways of working.
Monitor employee sentiment and engagement throughout transformation initiatives.
Identify quick wins and celebrate successes to build momentum and confidence.
Measure adoption, employee sentiment, business outcomes, and integration success through dashboards and strategic reporting.
Translate adoption data and feedback into insights that inform project teams and leadership on what's working and what needs adjustment.
Identify and scale best practices across Operations, regions, and initiatives.
Build organizational learning from each transformation to improve future change execution.
Report regularly to Operations Leadership on change health, adoption progress, and emerging risks or opportunities.
Serve as a trusted strategic advisor to the COO and Operations Leadership on change readiness, adoption progress, and organizational capability.
Build and maintain strong relationships across Operations, Technology, HR, Training, Finance, PMO, and executive leadership.
Develop and mentor change leaders, champions, and frontline leaders to build internal change capability.
Model change leadership behaviors and foster a culture of continuous improvement and innovation.
Represent change and adoption on executive steering committees and transformation governance bodies.