Change Management Advisor

Summary

Serve as a strategic Change Management Advisor supporting CX initiatives across the enterprise. This role is responsible for designing, advising on, and driving structured change management and adoption approaches for high-impact programs and platform implementations—without direct people management responsibility.

You will lead the development of change management plans, stakeholder engagement strategies, and communication toolkits to support new programs, products, and platform rollouts.

In this role, you will lead adoption through influence, guiding and supporting adoption practitioners and business stakeholders across CX and our business partners in the organization. You will support change broadly across the CX ecosystem, ensuring initiatives are well-sequenced, communicated clearly, and adopted effectively while accounting for operational readiness and workforce impacts.

Your role in our mission

• Design and execute change management strategies, plans, and communication frameworks for enterprise CX and workforce transformation initiatives.
• Develop reusable change and communication templates to support consistent execution across programs and accounts.
• Advise leaders and program teams on change impacts, readiness, sequencing, and adoption risks.
• Partner closely with CX Leadership and operational staff as well as our PEO and COE teams.
• Support adoption planning and execution for large-scale platform implementations, including Verint and AWS Connect.
• Assess organizational readiness and stakeholder impact, and recommend mitigation strategies as conditions evolve.
• Apply best practices and external insights to continuously improve the organization’s approach to change and adoption.

What we're looking for

• 10+ years of experience in change management, organizational effectiveness, transformation, or enterprise program support.
• Demonstrated success supporting large-scale, complex change initiatives in matrixed or operational environments.
• Advanced change management certification (e.g., Prosci, CCMP) strongly preferred.
• Experience supporting technology, workforce, or CX platform implementations.
• Background working in contact center, operations, or workforce-intensive environments strongly 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.