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

Alcon•Fort Worth, TX

8d•Onsite

About The Position

The Senior Manager, OCM and Customer Experience Lead is a US-based leadership role within GPO Central Support, accountable for end-to-end user experience across Alcon’s 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 to ensure end users are supported, trained, informed, and heard across front-line support operations, system enhancement governance, project execution, training content development, and stakeholder communications. The role is part of Alcon’s Training & Development function. It leads or influences a distributed network of training, support, communications, and adoption resources, with accountability for user-facing readiness, adoption outcomes, communication effectiveness, and enablement of value realization. The position contributes to C2M process standardization, compliance readiness, business continuity, adoption, and value realization. Front-line support SLA performance for OCM-related needs, including first-contact resolution and mean time to resolve, is expected to meet or exceed targets jointly set with the Business Systems Analysis lead.

Requirements

Bachelor’s degree or equivalent years of directly related experience; alternatively, high school plus 15 years, an associate degree plus 11 years, an M.S. plus 4 years, or a Ph.D. 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; specifically preferred for this role.
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 training programs for employees at all levels, including assessments, tests, workplace aids, and e-learning programs.
Conduct training classes and develop criteria for evaluating training effectiveness.
Stay current on training and development research, including learning and motivation theories and new materials, methods, and techniques.
Develop in-house programs to identify developmental needs and prepare employees for more responsible positions, increasing effectiveness in current roles.
Evaluate and oversee contractors or vendors developing and administering training programs.
Influence the front-line end-user support model, including L0/L1 support via AGS, distributed process owners, and super users; define SLAs, escalation paths, and continuous improvement targets across C2M platforms.
Coordinate with system enhancement governance by tracking enhancement requests, assessing user impact, and preparing for delivery so changes are communicated and adopted.
Direct OCM activity for platform enhancements, updates, releases, and continuous improvement projects, managing scope, timelines, and cross-functional dependencies.
Oversee training content development in partnership with AGS training teams, maintaining current, role-based curricula for Teamcenter, Opcenter, Polarion, and RIM, 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 including Bangalore-based analysts, Corporate Communications, Local Process Owners, and Super Users.
Support adoption, training readiness, communications, support experience, user satisfaction, process standardization, compliance readiness, business continuity, and value realization across C2M.