Change Manager - Emergency Response

About TaskUs

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Job Description

The Learning Experience Change Manager is responsible for designing, delivering, and overseeing comprehensive training programs to ensure operational excellence. This role bridges the gap between client requirements and frontline execution, focusing on competency development, process proficiency, and successful change adoption within high-volume operational environments.

Core Competencies

• Strong Communication and Relationship Building: Proven ability to communicate effectively across diverse teams and organizational levels. The LXM must understand stakeholder needs and translate them into actionable plans while proactively facilitating organizational change.
• Subject Matter Expertise: Acts as a product and process expert, maintaining up-to-date knowledge of the latest policies and procedures. Serves as a primary resource for cross-functional teams, providing confident guidance and resources.
• Project Management: Capable of coordinating complex projects, including scheduling and cross-team communication. Maintains end-to-end oversight of project durations and pivots proactively to mitigate potential pitfalls.

Key Responsibilities

• Training Needs Assessments (TNA): Evaluate baseline agent skills, map out competency gaps, and align curriculum with client Key Performance Indicators (KPIs).
• Content Oversight: Partner with instructional designers and subject matter experts to build process maps, Standard Operating Procedures (SOPs), and upskilling modules.
• Change Readiness & Adoption: Measure new hire speed to proficiency via assessments and 30-60 day KPI performance after new hire. Establish feedback loops with operational, QA, and client leads to address performance and/or content gaps in new hire training, IKBs, and documented policies. Coordinate stakeholder communication to ensure alignment during client transitions.
• Stakeholder Management: Collaborate with client success teams, operations managers, and QA leads to address workflow resistance.

Qualifications

• Experience: 2 years RAD or ERT experience
• Methodologies: Strong grasp of adult learning principles (ADDIE, Kirkpatrick) and structured change frameworks (Prosci/ADKAR).
• Communication: Exceptional verbal and written skills to translate complex client directives into digestible floor-level habits.
• Data-Driven: Proficiency in tracking learning metrics, post-training performance curves, and adoption KPIs.

Pay

$97,000.00 - $145,000.00 per year.

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off including vacation, sick leave, and holidays