Global Change Leader - TMC Operations

Strategic Mandate

The leader will own organizational change and adoption capability across five interconnected, multi-year pillars:

• Global Integration & Organizational Adoption (ATPI + Future Acquisitions)
• Engage teams across both legacy and acquired organizations to build shared identity and ways of working.
• Facilitate organizational design input sessions and gather frontline feedback on future-state structures.
• Build programmatic adoption methodologies so each integration is executed with fewer disruptions and higher employee confidence.
• Measure adoption of unified processes, role clarity, and organizational alignment—not just project completion.
• Geographic Expansion & Cultural Localization
• Lead change and adoption strategies for new markets (LATAM, others), ensuring teams embrace new processes, systems, and ways of working while adapting to local context.
• Establish a global change network that scales with expansion and maintains strategic consistency across regions.
• Ensure local teams are prepared, engaged, and confident in new operating models before launch.
• AI & Innovation Adoption at Scale
• Own the organizational and behavioral change required for teams to adopt AI and emerging technologies across operations (beyond IT deployment).
• Build internal capability to rapidly prepare people for new tools, methodologies, and ways of working.
• Partner with centers of excellence and innovation leaders to translate emerging capabilities into operational practice.
• Drive user adoption, confidence, and measurable business outcomes from innovation investments.
• Position AI/innovation adoption as an ongoing competitive advantage through sustained engagement and continuous improvement.
• Operating Model Evolution
• Lead organizational change and adoption for structural shifts (World Service Center optimization, centers of excellence, shared service models).
• Support capability transfer and knowledge sharing across centers of excellence.
• Ensure teams understand new structures, transition smoothly to new ways of working, and adopt new processes.
• Organizational Agility & Change-Ready Culture
• Develop a change-ready organization where frontline leaders and teams embrace continuous improvement as part of how we work.
• Build a permanent change champion network and change leadership pipeline.
• Measure and improve organizational agility, resilience, and adaptability over time.
• Culture change compounds over years; this is a sustained investment in how Direct Travel operates.

Key Responsibilities

Develop and execute multi-year change and adoption strategies for major organizational transformations (integrations, geographic expansion, operating model evolution, innovation adoption).

• Conduct change impact and readiness assessments—identifying which teams need the most support, what barriers exist, and how to tailor engagement.
• Work closely with PMO to understand project timelines and deliverables; translate these into adoption readiness plans and timelines.
• Monitor change health and adoption progress across all major initiatives; adjust strategies based on performance data, feedback, and emerging challenges.
• Build repeatable adoption playbooks and methodologies.

Lead communications and engagement strategies across multiple geographies, time zones, and cultural contexts.

• Establish and sustain an Operations Advisory Council and Global Change Champion Network with regional representation—these are your eyes and ears for frontline sentiment and adoption barriers.
• Facilitate listening sessions, focus groups, and feedback forums; ensure frontline feedback influences how new ways of working are designed and rolled out.
• Tailor change narratives and adoption strategies to regional needs while maintaining strategic consistency.
• Build trust and psychological safety through transparent, timely, culturally-aware communication about what's changing and why.
• Coach and develop change champions and frontline leaders as change agents in their teams.

Partner with Training and Learning & Development to develop role-based learning and readiness activities aligned with project timelines.

• Coordinate readiness activities before each implementation—ensuring teams have the knowledge, confidence, and resources to adopt new ways of working.
• Support frontline leaders with coaching tools, change resources, and adoption frameworks.
• Monitor adoption of new platforms, tools, and processes; gather user feedback and recommend improvements.
• Drive continuous improvement and scaling of best practices across Operations teams.

Work with Operations Leadership and PMO to identify opportunities to simplify processes, reduce friction, and improve employee experience during transitions.

• Create and maintain change resources (FAQs, how-to guides, role-based playbooks, visual aids) that help teams adopt new ways of working.
• Monitor employee sentiment and engagement throughout transformation initiatives.
• Identify quick wins and celebrate successes to build momentum and confidence.

Measure adoption, employee sentiment, business outcomes, and integration success through dashboards and strategic reporting.

• Translate adoption data and feedback into insights that inform project teams and leadership on what's working and what needs adjustment.
• Identify and scale best practices across Operations, regions, and initiatives.
• Build organizational learning from each transformation to improve future change execution.
• Report regularly to Operations Leadership on change health, adoption progress, and emerging risks or opportunities.

Serve as a trusted strategic advisor to the COO and Operations Leadership on change readiness, adoption progress, and organizational capability.

• Develop and mentor change leaders, champions, and frontline leaders to build internal change capability.
• Model change leadership behaviors and foster a culture of continuous improvement and innovation.
• Represent change and adoption on executive steering committees and transformation governance bodies.

Required Experience

• 7+ years of experience in Change Management, Organizational Development, Training, Operations, or a related business function focused on the people side of transformation.
• Demonstrated success leading change and adoption across multiple geographies and cultural contexts.
• Proven experience with large-scale organizational transitions, integrations, or restructuring including cultural alignment and adoption.
• Strong communication, facilitation, relationship-building, and influencing skills.
• Comfortable working across multiple teams and leadership levels; ability to influence without direct authority.
• Able to organize complex work, solve problems, drive results, and adapt in a fast-paced, matrix environment.
• Strategic thinking about how organizational readiness and adoption enable business strategy.

PREFERRED EXPERIENCE

• Experience in travel, logistics, customer service, or operations-intensive industries.
• Exposure to large-scale enterprise system implementations and digital transformations.
• Background in Agile, iterative, or continuous improvement change methodologies.
• Experience designing and scaling change champion or ambassador networks globally.
• Familiarity with change management frameworks (ADKAR, Kotter, McKinsey, etc.).
• Operations or P&L leadership experience managing teams through significant organizational change.
• Experience in AI adoption, digital transformation, or emerging technology change management.
• Background in scaling centers of excellence, shared service models, or global operating models.
• Familiarity with VIP models or unified operating models in distributed organizations.