Change Manager

What You’ll Do

• Proactively lead the analysis and impact assessment of incoming change requests.
• Build relationships and collaborate across teams and departments to ensure deep understanding of changes and their impact on GOS colleagues.
• Develop unique and robust change plans to implement changes of all types and timeframes.
• Create and deliver effective change communications using multiple channels and methods for a variety of stakeholders.
• Flex into various change management roles based on project needs, from advisor to manager to practitioner.
• Gather and analyze qualitative and quantitative data to inform decisions, recommendations, and actions, using it to tell compelling stories.
• Measure key performance indicators (KPIs) for change, synthesizing insights from multiple sources to adapt.
• Continuously explore emerging technologies and methods to further change practice; ideate and execute cutting-edge change management tactics.
• Leverage real-time learnings and data to identify opportunities, propose solutions, and improve future efforts.
• Collaborate with L&D, WFM, Service Operations and other support teams to ensure change plans are executed for smooth launch with high engagement and adoption.
• Proactively ensure GOS service models are protected and/or changes implemented are improving outcomes towards target goals.

What We’re Looking For

Experience

• Minimum 2 years of experience in change management, communications, implementation or project coordination.
• Minimum 2 years of experience in customer service.
• Experience working in travel and/or technology industries preferred.
• Change management certification (Prosci, CCMP etc) preferred.
• Leadership experience preferred.

Qualities & Skills

• Excellent people-focused communicator.
• Collaborative attitude, inclusive of a globally distributed and hybrid workforce (remote and in-person).
• Creatively-minded storyteller, able to turn complex information into relevant, timely and valuable content for various audiences.
• A tech-forward and digitally fluent change practitioner, passionate about experimenting with new tools and AI to create more effective and engaging employee experiences.
• Expert influencer who can collaborate with global, diverse stakeholder groups.
• Adaptable and able to thrive in a fast-paced, ambiguous, evolving environment.
• Demonstrate a high level of ownership and accountability with limited oversight.
• Exceptional analytical skills, with the capacity to analyze and utilize data to improve internal communications and change management practices.
• Strong organizational and project management skills.
• Embody continuous learning and growth.
• Focused on driving engagement.