Senior Manager, Organizational Change Management (OCM) and Customer Experience

Alcon Research•Fort Worth, TX

6d•Onsite

About The Position

This US-based leadership role within Alcon’s GPO Central Support is accountable for the end-to-end user experience across the Create-to-Make (C2M) platforms: Teamcenter, Opcenter, Polarion, and Veeva RIM. Reporting to the Sr. Director, C2M GPO Lead, the role leads teams and programs that support, train, inform, and engage end users. Its scope includes front-line support operations, system enhancement governance, project execution, training content development, and stakeholder communications. The position is part of Alcon’s Training & Development function and includes designing and delivering training for employees at all levels. The role also steers organizational change management for platform enhancements, releases, and continuous improvement, and supports adoption, compliance readiness, business continuity, process standardization, and value realization across C2M. It leads or influences a distributed network that includes training, support, communications, process owners, analysts, and super users.

Requirements

Bachelor’s degree or equivalent years of directly related experience; stated equivalencies include high school plus 15 years, associate degree plus 11 years, M.S. plus 4 years, or PhD plus 3 years.
Fluent ability to read, write, understand, and communicate in English.
7 years of relevant experience.
5 years of demonstrated leadership.

Nice To Haves

Strong executive communication, facilitation, and stakeholder management skills.
Prosci/ADKAR, PMP, PgMP, change management, training, or communication certification.
Formal Prosci certification, or substantial relevant experience; the posting specifies this preference for this role rather than treating it as interchangeable with PMP/PgMP or generalist training/communications credentials.
Experience with ITSM governance, ServiceNow, release management, Digital Adoption Platforms, WalkMe, LMS platforms, or survey analytics.
Experience in regulated industries, global transformation, PLM, MES, QMS, RIM, or IT/business platform environments.

Responsibilities

Design and deliver employee training programs, including assessments, tests, workplace aids, and e-learning programs.
Conduct training classes and establish criteria for evaluating the effectiveness of training activities.
Stay current on training and development research, learning and motivation theories, and new training materials, methods, and techniques.
Develop in-house programs to identify developmental needs and prepare employees for positions of greater responsibility.
Evaluate and oversee contractors or vendors developing and administering training programs.
Influence the front-line end-user support model across C2M platforms, defining service-level agreements, escalation paths, and continuous improvement targets.
Coordinate with system enhancement governance by tracking enhancement requests, assessing user impact, and preparing changes for delivery and adoption.
Direct organizational change management activities for platform enhancements, updates, releases, and continuous improvement projects, managing scope, timelines, and cross-functional dependencies.
Oversee development of current, role-based training curricula for Teamcenter, Opcenter, Polarion, and RIM, partnering with AGS training teams and including onboarding for new sites and acquisitions.
Set the strategy for end-user communications, including release announcements, adoption campaigns, process change notifications, and executive updates, ensuring consistent messaging across regions and functions.
Manage or influence a distributed team and network including Bangalore-based analysts, Corporate Communications, Local Process Owners, and Super Users.
Support C2M process standardization, compliance readiness, business continuity, adoption, and value realization.
Be accountable for user-facing readiness, adoption outcomes, communication effectiveness, and enablement of value realization.
Ensure front-line support SLA performance for OCM-related needs, such as first-contact resolution and mean time to resolve, meets or exceeds targets set jointly with the Business Systems Analysis lead.
Support stakeholder engagement, collaboration, knowledge transfer, and capability-building within the C2M operating model.