Change Management Lead

Position Type

Remote | Prefer candidates in CST

8 months + possible extensions

To support the deployment of AI-enabled solutions within a highly regulated call center environment
. This position is responsible for driving successful adoption across diverse regions and teams by executing a comprehensive change management strategy, ensuring stakeholder alignment, and enabling frontline agents through effective communications, training, and ongoing support.

• 5+ years of experience managing and executing change management and communication plans
• Experience with deployment of AI-enabled solutions, preferably in a call-center environment
• Experience leading change champion networks and train-the-trainer initiatives
• Preferred: Experience in medical device organizations

• Manage and execute change management and communications plan
• Incorporate stakeholder assessment to determine action plans for different stakeholder groups, and provide inputs to the phased rollout plan for global expansion
• Coordinate with training teams on material development and training facilitation, and ensure development of a central knowledge repository with training materials and FAQs
• Align success metrics with leadership, and define evaluation and tracking mechanisms
• Support UAT and hypercare, manage reporting, change impact, and feedback collection
• Manage tools (Custom GPT/SharePoint) used for answering agent questions and sending out communications
• Lead change champion networks and train-the-trainer initiatives to scale adoption across teams