Operational Change Manager

Express Employment International Headquarters•Oklahoma City, OK

2d•Onsite

About The Position

The Operational Change Manager plays a pivotal role in leading organizational transformation, strengthening enterprise-wide communication, and driving strategic growth initiatives. Reporting directly to the Managing Director of Operational Development, this role owns the design, development, and execution of comprehensive change management strategies to ensure seamless transitions, high adoption rates, and sustained behavioral change across the organization. The Change Manager partners with leadership to advance enterprise priorities, including the Customer Experience (CX) program, internal communications, and operational excellence initiatives. This position is accountable for fostering alignment, building stakeholder engagement, measuring impact, and delivering measurable improvements in organizational effectiveness and employee experience. This position sits within our Oklahoma City, based corporate office, currently with an expectation to be onsite 80% of the time.

Requirements

Bachelor’s degree or equivalent experience in Business Administration, Organizational Development, Psychology, or a related field
5+ years of experience in change management, business analysis, CX, or a related role
Familiarity with change management methodologies (e.g., ADKAR, Prosci, Kotter)
Strong analytical, organizational, and communication skills
Ability to work collaboratively with cross-functional teams
Proficiency in MS Office (Excel, PowerPoint, Word); experience with project management tools is a plus

Nice To Haves

Certification in change management (e.g., Prosci) is preferred but not required

Responsibilities

Design and implement a branded change communications framework, including messaging guidelines, content templates, and digital toolkits customized to the organization’s culture and audience segments
Spearhead the creation and deployment of integrated change communication campaigns and storytelling strategies, synchronized with project timelines and organizational objectives to build excitement and alignment
Conduct audience insights and sentiment analysis across departments and stakeholder personas; distill key themes into compelling narratives that inform communication priorities and content allocation
Identify communication barriers and perception risks; promote adoption and engagement via data-driven campaigns, audience feedback channels, and iterative content optimizations
Lead audience segmentation, persona development, and executive influencer mapping; design and activate targeted engagement campaigns and leadership advocacy programs to generate enthusiasm and visible sponsorship.
Partner with the Strategic Organizational Communications team to co-create and launch communication campaigns, including themed content series, leadership storytelling, and digital experiences that sustain momentum and emotional connection throughout the transformation journey
Co-create an internal “Change Champions” community and scalable content/playbook library with Organizational Development; design and deliver engaging enablement experiences that turn employees into confident advocates and storytellers of the transformation
Orchestrate cross-functional collaboration between project, communications, and training teams to ensure seamless campaign integration; host alignment workshops and content syncs that keep messaging, visuals, and timing perfectly synchronized and on-brand
Champion the seamless embedding of communication and engagement moments into major programs; monitor audience sentiment, engagement metrics; deliver high-impact executive updates and storytelling scorecards that celebrate wins and secure continued investment
Set standards for change documentation; oversee maintenance of impact assessments, change logs, and stakeholder maps
Own the transformation dashboard and insights engine; continuously track awareness, belief, excitement, and advocacy metrics via pulse surveys, digital analytics; translate data into clear, visual performance stories
Transform data and feedback into compelling insight narratives and optimization playbooks; proactively pitch campaign adjustments, new content formats, channel innovations, and leader-amplification opportunities that accelerate momentum
Partner with the CX Product Owner to align near-term roadmap priorities, co-design adoption strategies, and ensure CX initiatives are effectively embedded across teams and customer-facing operations
Lead field-level launch experiences and frontline campaigns alongside the Product Owner — designing roadshows, peer-to-peer success storytelling, and local “CX Champions” ambassador programs that spark excitement and ownership at every customer touchpoint
Support the development of adoption metrics and performance dashboards to measure the uptake, effectiveness, and business impact of CX tools, processes, and experiences