Change Management Lead

Remote
Contracted
Experienced
Position Type: Remote | Prefer candidates in CST
Contract Length: 8 months + possible extensions

Position Overview:
To support the deployment of AI-enabled solutions within a highly regulated call center environment. This position is responsible for driving successful adoption across diverse regions and teams by executing a comprehensive change management strategy, ensuring stakeholder alignment, and enabling frontline agents through effective communications, training, and ongoing support.

Experience:
  • 5+ years of experience managing and excutiing change management and communication plans
  • Experience with deployment of AI-enbabled solutions, preferrably in a call-center environment
  • Experience leading change champion networks and train‑the‑trainer initiatives
  • Preferred:  Experience in medical device organizations
Duties:
  • Manage and execute change management and communications plan
  • Incorporate stakeholder assessment to determine action plans for different stakeholder groups, and provide inputs to the phased rollout plan for global expansion
  • Coordinate with training teams on material development and training facilitation, and ensure development of a central knowledge repository with training materials and FAQs
  • Align success metrics with leadership, and define evaluation and tracking mechanisms
  • Support UAT and hypercare, manage reporting, change impact, and feedback collection
  • Manage tools (Custom GPT/SharePoint) used for answering agent questions and send out communications
  • Lead change champion networks and train‑the‑trainer initiatives to scale adoption across teams.
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