Manager, Transformation & Change Management

Universal Orlando•Orlando, FL

About The Position

The Manager, Digital & Technology Transformation & Change Management helps drive strategic planning and experience transformation across teams at Universal Parks and Resorts. The role supports implementation of the Universal Destinations & Experiences transformation strategy by 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 product releases, platform enhancements, and strategic business decisions. The position leads business-readiness, change-management, and planning and prioritization work. It develops strategies and plans, communicates changes to Team Members, supports decision-making, and helps ensure initiatives are implemented and sustained in alignment with business and Guest experience goals. The role also carries Environmental, Health & Safety responsibilities under established Universal Orlando policy and procedures, requires consistent attendance, and involves minimal travel (approximately 3–4 times per year).

Requirements

Bachelor’s degree required.
At least 5 years of experience in change management, project leadership, progressive communications, digital transformation, technology enablement, or innovation, or an equivalent combination of education and experience.
Strong critical-thinking and problem-solving skills, including the ability to understand broad concepts, identify connections and gaps, and develop product strategies aligned with broader business and Guest strategies.
Excellent communication skills and the ability to explain complex concepts concisely and simply.
Strong presentation skills and the ability to influence.
Strong organizational skills, balancing attention to detail with 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 involving a wide range of stakeholders and partners.
Experience supporting an operating environment and ensuring strategies are sound and viable from Operations and Team Member perspectives.
Consistent attendance is required.
Ability to travel minimally, approximately 3–4 times per year.

Nice To Haves

Preferred technical knowledge and understanding gained from working side by side with IT teams and technology vendors on a day-to-day basis.

Responsibilities

Drive business readiness and communications for partner teams adopting new initiatives, platforms, and products.
Manage cross-team strategies and decision-making needs to support business outcomes.
Develop robust plans that can transition through implementation and sustainment.
Create, distribute, and present business-readiness plans to Team Member groups throughout the organization.
Review and evaluate product roadmaps, performance, and business metrics for alignment with transformation goals.
Identify changes to business processes, systems and technology, job roles, and organizational structures needed to support initiatives and products.
Design structured, repeatable change programs that encourage 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 significant product and experience enhancements to Team Members frequently and concisely.
Support decision-making for new initiatives.
Create and implement ongoing 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 experience enhancement.
Maintain alignment between strategic intent and the vision through development, concept, delivery, and execution phases.
Follow established Environmental, Health & Safety policies, procedures, training, and Team Member involvement activities.
Perform other duties as assigned.