Senior Change Management Lead

The Senior Change Management Lead will own the people-side of change—ensuring stakeholders adopt
new processes and tools through structured change planning, communications, training, and resistance
management. This is a hands-on leadership role working across Product, Technology, Operations, Sales,
Customer Success, Finance, Legal/Compliance, and external partners.

This role is ideal for someone who has led change for complex platform rollouts (eProcurement / ordering /
ERP / customer portals) and can drive measurable adoption and proficiency outcomes—beyond “go-live.”
(Structured change management commonly includes communication, training, coaching, and resistance
management.)

What you’ll do (Key responsibilities)
Change strategy & execution for the ordering platform
 Build and execute an end-to-end change management strategy and integrated plan aligned to the
program roadmap (readiness, communications, training, adoption, reinforcement).
 Conduct change impact assessments, stakeholder analysis, readiness assessments, and develop
risk/mitigation plans to support adoption at scale.
 Partner closely with Program/Project Management to integrate change activities into delivery plans
(release-by-release).
Stakeholder engagement & communications
 Develop a comprehensive communications plan (audiences, messages, channels, cadence) and create
executive-ready updates for sponsors. Communication planning is a core change activity in widely used
change practice.
 Build a change network (champions/super-users) across Operations, Sales, Customer Success, and
Support to drive local adoption and feedback loops. (Role clarity and stakeholder participation are
emphasized in structured change approaches.)
Training, enablement & support model
 Design and deliver role-based training and enablement (internal users + customer-facing teams;
optionally customer training depending on scope), including job aids, process guides, and onboarding
content. Training is consistently listed as a core change lever for adoption.
 Coordinate go-live readiness, hypercare, and transition to “business-as-usual” support, including
knowledge transfer and runbooks.
Adoption measurement & continuous improvement
 Define and track adoption and effectiveness metrics (e.g., feature usage, task completion rates, cycle
time, error/rework rates, support ticket drivers, satisfaction). A focus on adoption and continuous
improvement is common in digital transformation change efforts.
 Establish feedback mechanisms (VOC, frontline feedback, partner feedback) and drive iterative
improvements to processes, training, and communications.

What success looks like (12-month outcomes)
 High adoption of the ordering platform across impacted groups with measurable utilization and
proficiency improvements (not just “accounts created”).
 Reduced ordering cycle time and fewer ordering errors/rework after stabilization.
 Stakeholders understand “why the change,” what’s changing, and how to do their work in the new
system—supported by durable training and documentation.
 Strong sponsor alignment, clear governance, and effective resistance management during rollout.

What you bring (Required qualifications)
 10+ years leading change management for enterprise-scale transformation (platform implementations,
workflow/process redesign, customer-facing portals, ERP/eProcurement/ordering systems).
 Demonstrated ability to build and execute change plans across communications, training, stakeholder
engagement, and resistance management.
 Strong executive communication skills (clear storytelling, concise status, decision framing).
 Strong cross-functional leadership—able to align Product/Tech and operational leaders and influence
without authority.
 Data-driven approach to measuring adoption and identifying intervention points (training gaps, process
bottlenecks, UX friction).
 Comfortable operating hands-on: drafting comms, building training artifacts, facilitating workshops,
running readiness checkpoints.
Preferred qualifications
 Prosci certification and/or ACMP exposure (or equivalent structured change methodology experience).
Prosci materials commonly emphasize defined roles, readiness work,…