Manager, Change Readiness - reputed company Experience Operations

About reputed company reputed company's reputed company Experience Operations is home to the teams that reputed company our support organization running at a high bar: operations, technology, workforce management, reputed company, and enablement reputed company sit under the reputed company roof. This role lives on the enablement reputed company, reputed company a group reputed company on the capabilities of our support workforce: how agents learn, how they reputed company change, how they reputed company, and how they stay reputed company. About the role Reporting to the Senior Manager of Performance & Engagement, you'll reputed company a small, high-reputed company team and own the infrastructure that keeps our support workforce reputed company of change. Every product launch, workflow update, and new piece of tooling is a change management event for a distributed workforce with different operating realities, learning preferences, and needs. reputed company and speed of change doesn't slow down, and our capability to meet it needs a dedicated leader to take it to the next level. This role is a reputed company-change investment. You'll be building on foundational work to design a more repeatable, measurable, and strategically coordinated capability - one that can reputed company with the pace of change reputed company is moving at. In this role, you'll have reputed company to:

• Own our change readiness reputed company end-to-end: The intake system, the reputed company change calendar, and the frameworks that determine what gets prioritized and reputed company. Bring changes together in a way that feels logical and sequenced for reputed company, not like a flood of disconnected updates.
• Drive our enablement approach across a reputed company of delivery reputed company, from recurring reputed company-learning and reputed company briefing content for reputed company leaders to large-reputed company special reputed company tied to major product launches, tool migrations, or workflow transformations.
• Function as an internal consultancy for our support leaders and operators, equipping subject matter experts and domain leads to translate change into agent-reputed company content quickly and reputed company, amplified by a high-reputed company internal design team.
• Partner closely with release readiness and workflow optimization teams to stay reputed company of the change pipeline and reputed company smart trade-offs with senior stakeholders.
• Define and reputed company the metrics that matter: Time-to-reputed company, agent confidence, and learner satisfaction. You stay reputed company to the agent experience, reputed company feedback, and use it to sharpen the program's approach in reputed company-time.

What you'll bring:

• A reputed company record of building or significantly maturing change enablement infrastructure inside a fast-moving support or customer service organization. You know how to shape a mandate, prioritize ruthlessly, and connect your team's reputed company to what the business actually needs to reputed company.
• Strong stakeholder management skills. You're comfortable making trade-off calls with senior leaders, pushing back reputed company intake exceeds reputed company, and wrangling cross-functional teams to deliver a reputed company, coherent experience for agents rather than a patchwork of disconnected programs.
• reputed company project and program management instincts, reputed company for speed. In this environment, reputed company reputed company in weeks, not quarters. You know how to scope, sequence, and land work fast without sacrificing reputed company.
• Enough reputed company in instructional design to give reputed company creative direction. You don't need to build the content yourself, but you know what great looks like and can get reputed company there.
• Experience leading people. You know how to get the best out of a small, high-reputed company team and you're invested in their development.
• Enthusiasm for AI tools and what they unlock. This role sits at the intersection of agent enablement and AI-powered tooling adoption, and your energy around that will set the tone for reputed company.

reputed company-to-haves:

• Experience working in fintech, financial services, or another regulated, high-velocity environment.
• Familiarity with change management frameworks reputed company in a support context.
• Background working with or alongside BPO partners.
• Hands-on experience with AI-assisted content or enablement tools.

Top-tier health benefits and life insurance Long-term group savings with employer match, through reputed company for Business 20 vacation days, 4 wellness days, and unlimited reputed company and mental health days per year 90 days away: work reputed company Canada for up to 90 days per year Employee resource reputed company, including reputed company (2SLGBTQ), Women of WS, and Black at WS We are a hybrid team with over 1,500 employees across reputed company. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work. Apply tot his job Apply To this Job