Senior Manager, Change Management

The Senior Manager Change Management is responsible for developing and implementing management and communication plans to support the adoption of change initiatives across the organization.

This role will communicate change management plans to senior management and leverage resources to implement strategies through cross-functional teams.

If you are a storyteller who uses variety to communicate change management initiatives and their benefits to stakeholders, this role is for you!

Apply (by clicking the relevant button) after checking through all the related job information below.

What you'll do...

• Leadership and Team Management :
• Lead, mentor, and develop a team of Operational Readiness Specialists.
• Set clear goals and performance expectations for the team.
• Foster a collaborative and innovative team environment.
• Change Management :
• Develop and implement comprehensive change management strategies to support customer support initiatives and projects.
• Conduct impact analyses, assess change readiness, and identify key stakeholders.
• Create and deliver communication plans to ensure stakeholders are informed and engaged throughout the change process.
• Operational Readiness :
• Ensure the customer support team is prepared for new product launches, process changes, and system implementations.
• Develop and execute detailed operational readiness plans, including risk assessments, contingency planning, and go-live support.
• Coordinate with cross-functional teams to align operational readiness activities with project timelines.
• Monitor and report on the readiness status, identifying and addressing areas for improvement.
• Work closely with customer support leadership, product managers, IT, and other stakeholders to ensure alignment on change initiatives.
• Facilitate workshops, meetings, and training sessions to support change and operational readiness efforts.
• Communicate effectively with stakeholders at all levels to ensure clear understanding and alignment on objectives and outcomes.
• Performance Measurement :
• Develop and track key performance indicators (KPIs) to measure the effectiveness of change management and operational readiness activities.
• Conduct post-implementation reviews to assess the success of change initiatives and identify lessons learned.
• Provide regular updates and reports to senior management on the status and outcomes of change and readiness efforts.

You'll sweep us off our feet if you have...

• Experience :
• 5+ years experience in change management, operational readiness, or a related role, preferably in a customer support or e-commerce environment.
• 5+ years experience in leading and managing a team.
• Strong understanding of change management methodologies, tools, and best practices.
• Experience in project management with the ability to manage multiple initiatives simultaneously.
• Skills :
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication, facilitation, and interpersonal skills.
• Proficiency in project management and change management tools.
• Ability to work collaboratively with cross-functional teams.
• Detail-oriented with strong organizational and time management skills.
• Certifications :
• Certification in change management (e.g., Prosci, ACMP) is preferred.
• Project management certification (e.g., PMP, PRINCE2) is a plus.

Minimum Qualifications...

Minimum Qualifications : Bachelor's degree in Business Administration, International Studies, Engineering, Information Technology, or related field and 4 years' experience in communications, human resources, or related area OR 6 years' experience in communications, human resources, or related area.

Preferred Qualifications...

Leadership of cross-functional task forces or projects, Microsoft Office

Primary Location...

850 Cherry Avenue, San Bruno, CA 94066-3031, United States of America

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