Project Manager

The Business Entity

Do you have passion and the business acumen for ensuring that the business value of our strategic programs are effectively delivered? Are you detailed, creative, and experienced in effective methods of helping people navigate the change inherent in transformational programs? Can you demonstrate an ability to be both strategic and tactical, comfortable in an ambiguous environment, proactive in anticipating, leading and managing change aligned to the business needs?

With the CX Centers Operations Team supporting the Global CX Centers, you will create and implement change management plans that allow us to effectively move toward our vision of delivering the full CX portfolio with a seamless customer experience at a global efficient operating scale.

The Team

The CX Central Services Change Management team is responsible for driving the Methods and strategic initiatives of Global CX Centers leaders. We use Change Management principles and practices to accelerate the benefits of CX strategic priorities.

Role & Responsibilities

In this highly visible role as a Change Manager within our CX Central Services Operations team you will be:

• Working with Project Leads to ensure the effective engagement of key stakeholders from every part of the world; act as lead in assigned initiatives
• Assisting with and conducting organizational change impact analysis

·Creating, and assisting in the creation of Change Management strategies for changes with a large global impact

·Writing, coordinating, and distributing communications internally, and potentially externally

·Developing/maintaining a Stakeholder Matrix to be used for strategic planning and communications

·Coordinating administrative and operational activities as directed

·Developing strong relationships with team leaders to ensure programs and communications remain aligned with business priorities and outcomes; relationship building and maintenance is key to this position

·Helping to facilitate the timely completion of high quality deliverables; hold self and others in staff accountable for outstanding results

·Tracking and reporting on key metrics, where applicable. Set up clear and concise reporting to be shared on a regular basis

·The ability to be creative and working within the gray area without direction is expected. Be confident

·Act as a point of contact for leadership, management, employees, and project team

·Act as an advisor, assist in facilitating effective decision making, coordinate the execution of strategic initiatives, ensure staff issues are addressed properly, efficiently, and judiciously

Required Skills and Experience

• At least 4 years of change management experience and 3 years of project management experience
• Familiarity with Change Management Methodologies (ADKAR, Next Generation Change Leadership, Kotter, etc.)
• Experience with Training Development (eLearning, Workshops)
• Excellent verbal & written communication and interpersonal skills. Must be able to take complex, technical information and make it easy to follow for executive and technical audiences.
• Superior written and presentation skills
• Experience and knowledge of program management and change management principles, methodologies and tools
• Mastery of Microsoft Office applications including Visio, Word, Powerpoint, Outlook, Excel.
• Must be able to thrive in a team environment and in a large organization with thousands of stakeholders located around the world.
• Must actively seek feedback from stakeholders to ensure deliverables meet requirements, and feel comfortable making as many changes as needed to meet requirements.
• Must be able to understand and explain highly complex information, and think about a procedure or product in the way that a stakeholder would think about it.
• Ability to establish and maintain positive relationships & collaborate effectively
• Strong written and verbal communication skills
• Strong project management skills specific to the planning and implementation of change management deliverables
• Strong organizational and time-management skills
• Ability to thrive in a fast-paced and high-demand environment
• Energetic with a passion to learn

Desired Skills

• Prosci Change management Certification and/or PMP Certification desired
• Experience creating collateral with Adobe Creative Suite