Manager, Service Marketing & Change Enablement

Alcon Research•Fort Worth, TX

3d•Onsite

About The Position

The Manager, Service Marketing & Change Enablement will lead service marketing, commercialization, strategic communications, and organizational change initiatives that increase awareness, readiness, adoption, and value realization for global service offerings and digital capabilities. This onsite role partners across Service Operations, Commercial, Technical Services, Digital Solutions, Business Intelligence, and regional organizations to develop go-to-market strategies, value propositions, launch communications, stakeholder engagement plans, and adoption frameworks. The role will use customer insights, adoption analytics, performance metrics, and executive reporting to identify barriers, strengthen commercial readiness, improve customer and user adoption, and drive sustained utilization of service capabilities. This is an exciting opportunity for a collaborative, relationship-driven professional who can connect service marketing, commercial strategy, business transformation, change management, stakeholder communications, field enablement, and data-driven decision-making to deliver measurable customer and business outcomes.

Requirements

Bachelor’s Degree or Equivalent years of directly related experience (or high school +13 yrs; Assoc.+9 yrs; M.S.+2 yrs; PhD+0 yrs)
The ability to fluently read, write, understand and communicate in English
5 Years of Relevant Experience

Nice To Haves

Preferred Experience leading organizational change, transformation, adoption, or change enablement initiatives.
Proven success developing communication, stakeholder engagement, and adoption strategies that support implementation of new technologies, services, processes, or business initiatives.
Experience creating value propositions, go-to-market strategies, commercialization plans, launch communications, and customer-facing messaging.
Demonstrated ability to influence and build alignment across cross-functional teams, including commercial, service, digital, technical, and leadership stakeholders.
Strong analytical capabilities with experience leveraging adoption metrics, dashboards, business intelligence, customer feedback, and performance data to drive business decisions.
Excellent executive communication, presentation, and storytelling skills with the ability to simplify complex concepts for diverse audiences.
Experience leading strategic initiatives, product or service launches, or enterprise-wide programs in matrixed organizations.
Knowledge of customer adoption, customer experience, stakeholder readiness, and change management best practices.
Familiarity with structured change management methodologies, project management practices, or adoption frameworks.
Experience within healthcare, medical device, life sciences, pharmaceutical, technology, or other regulated industries.

Responsibilities

Developing and executing global service marketing strategies that support Alcon service offerings, digital solutions, commercialization priorities, and business growth objectives.
Creating value propositions, messaging frameworks, promotional campaigns, launch communications, and field-facing or customer-facing collateral that drive awareness, engagement, and adoption.
Partnering with commercial, regional, service operations, technical, and digital solutions teams to support go-to-market readiness and sustained utilization of service capabilities.
Building adoption strategies and organizational change management plans that improve readiness, address adoption barriers, and support sustained behavioral change across teams and geographies.
Defining and monitoring adoption metrics, including user engagement, feature utilization, training effectiveness, adoption rates, customer satisfaction, value realization, and commercialization progress.
Using performance analytics, customer feedback, market insights, and business intelligence to identify trends, risks, opportunities, and continuous improvement actions.
Developing executive dashboards, leadership updates, newsletters, transformation messaging, launch materials, and communication toolkits that create clarity and alignment.
Conducting stakeholder analysis, change impact assessments, and readiness evaluations to identify adoption barriers and develop targeted communication, training, and reinforcement plans.
Partnering with field and commercial teams to create sales enablement materials, customer journey communications, launch toolkits, and feedback mechanisms that support service commercialization and customer adoption.