Manager, Process Excellence, Change & Communications

Key Responsibilities

• Establish and maintain standardized process documentation frameworks, templates, and governance expectations to be used across the Digital portfolio.
• Define practical approaches and minimum documentation requirements for operational processes, project processes, and team ways of working.
• Create reusable process assets, including process mapping templates, SOP templates, playbook structures, roles and responsibilities templates, governance documentation, and repository standards.
• Partner with functional teams and project managers to enable consistent process documentation while allowing process owners to maintain their own content over time.
• Facilitate process design or improvement discussions when needed to clarify workflows, roles, handoffs, decision points, and documentation gaps.
• Support continuous improvement by identifying opportunities to simplify ways of working, reduce ambiguity, and improve process repeatability across teams.
• Establish and maintain the change management approach, templates, and tools used across the portfolio of initiatives.
• Define scalable templates for stakeholder identification, change impact assessment, adoption planning, communications planning, readiness tracking, and success measurement.
• Provide guidance to project teams on how to apply change management practices in a practical and consistent way based on initiative size, complexity, and stakeholder impact.
• Partner with project managers and business stakeholders to integrate change management activities into project plans and rollout timelines.
• Support the identification of adoption risks, stakeholder concerns, behavior changes, and readiness needs that may impact successful implementation.
• Track adoption inputs and lessons learned to improve change management practices across future initiatives.
• SUPPORT COMMUNICATIONS & ENGAGEMENT
• Establish communication frameworks, templates, and best practices to support Digital initiatives, process changes, and broader department priorities.
• Develop clear, audience-appropriate messaging that helps stakeholders understand what is changing, why it matters, and what actions are required.
• Create leadership-ready presentations, communication drafts, FAQs, talking points, toolkits, and engagement materials.
• Support large-scale department events, leadership forums, and organizational communication moments through content planning, coordination, and messaging support.
• Maintain and continuously improve communication channels, collaboration sites, and information-sharing platforms that support transparency and consistency.
• Partner with stakeholders to ensure portfolio and initiative communications are coordinated, timely, and aligned to business objectives.
• ESTABLISH TRAINING & BUSINESS READINESS APPROACH
• Establish and maintain training and business readiness templates, tools, and standards for use across the portfolio of initiatives.
• Define scalable approaches for training plans, readiness assessments, role-based enablement, launch checklists, and post-launch feedback loops.
• Develop reusable training and readiness assets that project teams can adapt based on initiative needs and audience impact.
• PARTNER WITH PROJECT MANAGERS AND BUSINESS OWNERS TO ENSURE READINESS ACTIVITIES ARE BUILT INTO PROJECT PLANS AND ROLOUT EXPECTATIONS.
• Support readiness assessments by helping teams identify impacted audiences, training needs, operational dependencies, and launch risks.
• Capture feedback and lessons learned to improve training and readiness approaches over time.
• PROVIDE PROJECT MANAGEMENT SUPPORT
• Lead small to medium-sized projects, workstreams, or operational initiatives as assigned based on team capacity and portfolio needs.
• Support project initiation activities, including project briefs, stakeholder alignment, operating models, roles and responsibilities, and governance routines.
• Develop project plans, coordinate execution, and manage cross-functional action items, dependencies, risks, issues, and decisions.
• Provide clear project status updates and stakeholder communications.
• PARTNER WITH OTHER PROJECT MANAGERS TO ENSURE PROJECT DELIVERY PLANS INCLUDE APPROPRIATE PROCESS, CHANGE MANAGEMENT, COMMUNICATIONS, TRAINING, AND READINESS ACTIVITIES.
• STAKEHOLDER MANAGEMENT & LEADERSHIP SUPPORT
• Build trusted partnerships with Digital leadership, project managers, functional teams, Global Digital teams, Technology, and cross-functional stakeholders.
• Translate process, change, and readiness information into clear, practical recommendations and leadership-ready materials.
• Support accountability for consistent use of portfolio templates, documentation standards, and change management practices.
• Influence without authority by helping teams understand the value of structured documentation, clear communications, and disciplined readiness planning.

Requirements

• Strong communication, facilitation, and stakeholder management skills.
• Ability to create structure out of ambiguity and translate complex information into clear, practical guidance.
• Strong attention to detail and commitment to process discipline, documentation quality, and follow-through.
• Ability to influence without authority and support adoption across cross-functional teams.
• Strong prioritization skills and ability to operate effectively in a fast-paced, evolving environment.
• Comfortable working with leadership stakeholders and preparing concise, leadership-ready materials.
• Continuous improvement mindset with a practical, team-focused approach to enabling new ways of working.
• Experience creating or improving templates, processes, documentation standards, training materials, communication tools, or operating models in a matrix organization.
• Experience supporting change management, adoption, communications, or business readiness activities for cross-functional initiatives.
• Experience in project management practices, including planning, status reporting, risk and dependency tracking, stakeholder coordination, and governance routines.
• Experience supporting process adoption, operational improvements, or transformation initiatives.
• Experience in digital, eCommerce, technology, retail, operations, or transformation environments preferred.