Charlotte, NC
Description:
Hybrid- 3 days in office
General Description:
This role will provide business and change management support to Customer Services Operations Director of Strategic Business Support and Lead Strategy and Planning Manager. This will include behind the scenes assistance to the Chief Customer Officer and SVP of Customer Services Operations. In this role, responsibilities will include providing change management and communications support for various internal engagements and presentations, supporting the planning and execution of leadership meetings, providing support for the tracking and reporting of department metrics, re-engineering document management processes, and handling ad-hoc requests to support Customer Experience, Solutions and Services Organization (CESS) and Customer Services Operations (CSO) organizations.
Additional responsibilities will include:
• Producing comprehensive materials for various meetings to facilitate strategic discussions and decision-making.
• Developing communications related to CESS and/or CSO Strategic Priorities, initiatives, and status, identifying and utilizing appropriate channels.
• Supporting the planning and implementation of CESS and CSO leadership meetings.
• Providing change management support on small initiatives, including stakeholder analysis, impact assessment, change impact analysis, and communications needs.
• Creating and updating excel documentations for tracking department metrics, KPIs, and other financial requirements as identified.
• Assisting in revamping document management approaches and processes for the CESS and CSO organizations.
• Supporting ad-hoc requests and overflow work.
Education Requirement:
Bachelor’s degree required, Master’s preferred
JD: Shapes, plans and leads transformational change management efforts for multiple, program-level initiatives that drive enterprise-level change. Drives Change Management methodology into every product and coaches and leads both practitioners and non-practitioners (Prosci desired). Uses facilitative communication style to lead teams to the right outcome. Expert written and verbal skills, can summarize complex ideas in a way that is easily understood by non-experts. Articulates and establishes desired outcomes and manages multi-stream metrics to demonstrate visible signs of progress towards outcomes. Anticipates and resolves conflict with authority, managing sensitive/political issues confidently. Establishes and manages change management transformation plan for multiple projects and/or programs within the transformation effort, as well as embedding integration with key enterprise initiatives that impact the same audiences. Understands change impacts across all in-scope audiences and shapes innovative, compelling mitigation and management techniques. Works closely with executive and C-suite leaders (VP and above) and influences decision-making, while demonstrating sensitivity and responsiveness. Shapes, plans, designs and delivers change management strategy and approach for multiple, program-level work, driving lasting change across the enterprise. Integrates change management efforts with wider enterprise transformation efforts as appropriate. Shapes, plans, designs and coaches leadership to gain alignment in complex and difficult situations. Creates and runs stakeholder engagement activities, adapting for different audience groupings as needed. Provides coaching and mentoring to senior and executive managers, peers and more junior team members. Anticipates potential risks and issues and mitigates appropriately. Works confidently and effectively through ambiguity and leads others to deliver success despite ambiguity. 10 + years experience required.
Qualifications
- Bachelor's Degree
- 10 + years experience required