Operations Change Lead

LEGO • Tempe, AZ

3d • Hybrid

About The Position

As part of a Global Team, the Operations Change Lead is responsible for leading change initiatives (can be global, cross-regional or regional), while also providing local support for implementation of changes led by fellow OCLs. Where region-specific changes arise, the role also is responsible for leading their delivery locally. The role bridges global change planning with local operational execution, ensuring changes are coordinated, understood, and successfully embedded across advisors, team leaders, and support teams through strong partnership with local Operations Leadership, the Global Operations Change Manager, and cross-functional stakeholders.

Requirements

• Experience in change management, operations, project coordination, service delivery, or a related field
• Strong ability to translate business or project changes into practical operational implementation
• Experience working in a complex, matrixed environment with multiple stakeholders
• Strong stakeholder management skills, with the ability to influence, challenge constructively, and build trusted relationships
• Excellent communication skills, with the ability to adapt approach and messaging for different audiences and create opportunities for dialogue
• Strong planning, organization, and prioritization skills, with the ability to manage multiple changes at pace
• Ability to assess impact, risk, and urgency, and respond quickly when operational issues arise
• Good analytical skills, with the ability to use data, feedback, and operational insight to inform recommendations
• Understanding of customer service operations, consumer experience, and operational processes

Nice To Haves

• Knowledge of LEGO products, systems, and processes is a plus
• Familiarity with change management or continuous improvement approaches is a plus

Responsibilities

• Lead end-to-end change management for global or cross-regional initiatives, including planning, stakeholder coordination, communications, readiness activity, implementation support, and follow-through
• Own the local implementation of globally led changes within your region, working closely with fellow Operations Change Leads to translate change into practical action for advisors, team leaders, and support teams
• Lead region-specific change initiatives where applicable, ensuring local changes are assessed, coordinated, communicated, and implemented successfully
• Assess operational impact, risks, dependencies, and readiness needs, ensuring timely escalation where significant business, consumer, or service impact is identified
• Act as a key change partner to local Operations Leadership, representing regional needs, constraints, and insights in wider change discussions and helping to shape local implementation approaches
• Facilitate effective communication and engagement, creating opportunities for discussion, alignment, and feedback
• Respond to urgent or in-the-moment operational issues, coordinating stakeholders to shape response plans, support global and local execution, and communicate clearly at pace
• Support readiness for priority commercial, digital, and service changes, including campaigns, product launches, promotions, peak periods, and service model developments
• Apply Operations Change Team frameworks, standards, and governance consistently, while contributing regional insight to strengthen the overall change approach across Consumer Shopper & Engagement (CSE)
• Monitor implementation, gather feedback, and identify issues, trends, and contact drivers, partnering with relevant teams to improve outcomes and feed learning into future change activity
• Use sound judgement to manage incoming stakeholder requests, ensuring support is proportionate, well-scoped, and aligned with operational priorities and capacity

Benefits

• Family Care Leave – We offer enhanced paid leave options for those important times.
• Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
• Wellbeing – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based
• Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.
• Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed