Project Change Manager (Remote)

Inspira Financial•Oak Brook, IL

5d•Remote

About The Position

The Project Change Manger will report to the ACES Director, Project Management in the ACES Operations department. This role is responsible for ensuring that project-enabled changes are implemented smoothly, successfully adopted, and sustained over time. This role focuses on the people side of change—driving adoption, engagement, readiness, and communication to prepare the workforce for the intended transition. The Project Change Manager partners closely with project managers, the ACES Director of Change and Culture, business leaders, cross‑functional stakeholders and technology teams to guide change strategies, minimize resistance, and support impacted teams through transitions.

Requirements

5+ years of experience in leading change initiatives in complex, cross-functional customer service environments.
Bachelor’s degree or equivalent combination of education, experience and training required
Excellent communication, facilitation, and stakeholder engagement skills
Excellent analytical, problem-solving, and decision-making abilities
Exposure to customer service and call center experience
Consistent top-tier professional performance
Experience with Agile environments or digital transformation initiatives
Ability to navigate ambiguity and influence without authority
Highly motivated to take ownership and drive initiatives with minimal direction
Ability to influence stakeholders to drive transformative changes
Demonstrate ability to lead change planning and implementation, synthesize key details, and deliver clear summaries and action plans
Ability to effectively interact with all levels of leadership
Highly organized, detail-oriented, and capable of managing multiple priorities
Proficiency in Microsoft Excel, Power Point, Word, Teams and Outlook.
Typical schedule is Monday–Friday, 8:30 a.m. CT/ET to 5 p.m. CT/ET
Employees within a 90-minute radius of our Oak Brook, IL headquarters are required to adhere to Company in-office work guidelines of 4 days per month minimum from 10 am to 2 pm (1 of the 4 days must be a Monday or Friday)
Infrequent travel (up to 10% annual)
Ability to provide personal transportation for training or meetings may be required
Occasionally lifts up to 25 pounds
Prolonged periods of sitting and operating standard office equipment

Nice To Haves

Experience implementing change using the Adkar model
Preferred Prosci certification
Preferred proficiency in Salesforce and NiCE call center products

Responsibilities

Develop and implement comprehensive change management strategies for project-driven change initiatives.
Conduct change impact assessments to identify stakeholder groups, business processes, and systems affected
Identify potential risks and resistance to change and proactively develop mitigation strategies
Create change management plans, including communication, training, sponsorship, and stakeholder engagement plans in coordination with the Director of Culture and Change and Director of Training
Build strong, collaborative relationships with key business stakeholders and change sponsors
Facilitate discussions to align leadership, secure buy-in, and ensure commitment to change initiatives
Identify potential resistance and partner with sponsors and leaders to mitigate risks
Optimize use of the ambassador network to socialize project vision, gain feedback and insights on how to implement change, and gain their support to advocate for the change during readiness and launch activities
Develop clear, engaging, and targeted communications that explain the purpose and benefits of the change, including the elevator pitch and “What’s in it for me”
Partner with training teams or subject matter experts to design, develop, and deliver training materials
Ensure employees have the knowledge, tools, and support needed to adopt new processes or technologies
Monitor organizational readiness through surveys, interviews, feedback sessions, and assessments
Track adoption metrics, identify areas requiring additional support, and recommend corrective actions
Provide coaching and support to managers and team leads as they guide their teams through change
Work closely with project managers to align change activities with project plans and timelines
Integrate change milestones into the overall project plan, ensuring readiness and adoption are tracked
Participate in governance activities, status reporting, and project risk assessments
Develop adoption plans to ensure changes remain effective post‑implementation
Conduct post‑implementation reviews to evaluate change effectiveness and capture lessons learned
Continuously improve change management methodologies, tools, and frameworks
Other duties as assigned.