Manager, Transformation & Change Management

Universal Orlando•Orlando, FL

About The Position

The Digital & Technology Transformation and Change Management team drives strategies to evolve and enhance the Guest and Team Member experience at Universal Parks and Resorts. The Manager, Digital & Technology Transformation & Change Management plays a critical role in strategic planning and experience transformation across teams. This role supports implementation of the Universal Destinations & Experiences transformation strategy, driving results, integration, and change management across properties. It manages overall planning and timelines for product adoption in response to internal and external business needs, and facilitates effective change resulting from new product releases, major platform enhancements, and strategic business decisions.

Requirements

Strong critical-thinking and problem-solving skills, including the ability to understand broad concepts, identify connections and gaps, and establish product strategies aligned with the broader vision and Guest and business strategies.
Excellent communication skills, including the ability to explain complex concepts concisely and simply.
Strong presentation skills and the ability to influence.
Strong organizational skills, balancing attention to detail and agility in a fast-paced environment.
Experience in project planning and implementation.
Demonstrated analytical and technical skills, including the ability to synthesize data to define and execute strategic initiatives.
Demonstrated ability to lead collaborative, cross-functional teams with diverse stakeholders and key partners.
Experience supporting an operating environment, ensuring strategies are sound and viable from Operations and Team Member perspectives.
Bachelor’s degree required.
At least 5 years in change management/project leadership, progressive communications, digital transformation, technology enablement, or innovation, or an equivalent combination of education and experience.
Consistent attendance is a job requirement.

Nice To Haves

Technical knowledge and experience working side by side with IT teams and technology vendors on a day-to-day basis.

Responsibilities

Drive business readiness and communication efforts for partner teams adopting new initiatives, platforms, and products.
Manage overarching strategies and decision-making needs across teams to enable business outcomes.
Develop robust plans that transition into implementation and sustainment, supporting strong ongoing processes.
Create, distribute, and present business readiness plans to Team Member groups throughout the organization.
Review product roadmaps, performance, and business metrics for alignment with transformation goals.
Identify changes to business processes, systems, technology, job roles, and organizational structures needed to support initiatives and products.
Manage the design of a structured, repeatable change program that encourages active participation.
Lead change management efforts across product and application development for frontline, salaried, and executive Team Members across properties.
Apply the UDX Change Management approach, based on Prosci/ADKAR, across projects, programs, policies, and processes to support the transformation strategy and product adoption in the field.
Communicate frequently and concisely with Team Members about significant product and experience enhancements.
Support decision-making for new initiatives.
Create and implement structured, continual feedback strategies to maximize acceptance, adoption, and utilization.
Conduct business assessments, synthesize qualitative and quantitative data, and work with key businesses to understand and evaluate needs for enhancing the experience.
Keep strategic intent aligned with the vision through development, concept, delivery, and execution phases.
Follow established Universal Orlando Environmental, Health & Safety policies, procedures, training, and Team Member involvement activities.
Perform other duties as assigned.