Operational Transformation, Senior Manager

Responsibilities

• Own the end-to-end change readiness process for operational changes, including adoption and feedback analysis
• Build self-service tooling that standardizes processes and enhances operational efficiency
• Represent frontline team needs to Product and Technology, guiding roadmap development and launch criteria
• Prepare for critical milestones, ensuring all operational needs are met before implementation
• Equip leaders with necessary training and resources to help their teams through changes
• Anticipate and communicate potential second- and third-order effects of workflow changes ahead of launches
• Foster partnerships across teams to create holistic solutions that address organizational needs

Qualifications

• 5+ years in operations, program/change management, or operational transformation, ideally with frontline or contact center experience
• Prominent ability to create effective tools, automations, or systems still in use today
• Track record of leading change through influence across teams rather than through authority
• Skillful at both strategic high-level planning and detailed workflow management
• Adaptable in managing shifting priorities without losing focus on objectives
• Experience with AI tools in practical application within daily workflows