Change Management Specialist

Summary

Support the successful adoption, operationalization, and sustainment of new tools, processes, and capabilities across CX by executing structured change and adoption activities. This role is part of a newly formed, lean team responsible for driving day-to-day adoption, supporting hypercare, and helping accounts achieve and sustain desired performance outcomes following implementation.

In this role, you will help translate change strategies into action by supporting hypercare plans, monitoring adoption, and partnering with accounts to work through defined readiness and performance gates. You will play a key role in ensuring tools are not only launched, but effectively embedded into operational workflows.

You will also support the development of knowledgeable account-level champions, helping equip them to reinforce adoption, address common issues, and sustain performance over time.

Your role in our mission

• Execute change management and adoption activities to support training, platform, and process launches.
• Support hypercare efforts, including defined adoption plans, checkpoints, and criteria to progress through stabilization gates.
• Partner with account teams to monitor early performance indicators and support post-launch adjustments.
• Help identify, train, and enable account-level champions to reinforce adoption and sustain desired behaviors.
• Conduct readiness assessments and assist in addressing resistance or adoption risks.
• Support the development and delivery of communication and training materials aligned to change initiatives.
• Track adoption and stabilization metrics and provide input to refine approaches as needed.

What we're looking for

• 3–5 years of experience in change management, organizational development, adoption, or operational enablement
• Experience supporting technology, process, or training-related change initiatives
• Change management certification (e.g., Prosci) preferred
• Strong communication, coordination, and stakeholder engagement skills
• Experience working in fast-paced or operational environments preferred

What you should expect in this role

• Fully remote position. 
• Opportunity to travel through your work up to 25% of the time.

This posting is intended for pipelining. We will accept applications on an ongoing basis.