Specialist Operational Change Management and Business Readiness

$166,400 - $187,200/Yr

Ian Martin - Akron, OH

Full-time - Mid Level

Akron, OH

Truck Transportation

About the position

The Specialist - Operational Change Management and Business Readiness will play a crucial role in implementing change initiatives across the organization, particularly in the context of the integration of Customer Care processes following recent utility acquisitions in the United States, specifically in Ohio and Utah. This position is designed for a full-time, 24-month contract and offers a competitive hourly rate of $80 to $90, with flexibility for negotiation. The successful candidate will be responsible for planning, designing, communicating, and executing change strategies that align with the business objectives while minimizing operational disruptions. In this role, the Specialist will work closely with senior leaders, project managers, and various stakeholders to ensure the successful adoption and sustainability of change initiatives. Key responsibilities include developing and implementing change management plans and strategies for the USUI project, conducting change impact assessments, and designing and delivering change interventions such as communication, training, and coaching. The Specialist will also monitor and evaluate the effectiveness of change activities, providing feedback and recommendations for improvement. Additionally, the Specialist will establish and maintain effective relationships with senior leaders and act as a trusted advisor and change champion. They will contribute to the development and improvement of the change management framework, methodology, tools, and best practices, while also identifying post-transition opportunities to enhance the Customer Experience. The role requires meeting with business and functional leaders to identify critical aspects of the change, developing detailed plans, and prioritizing challenges and opportunities within each project phase. The Specialist will also develop content for a Change Champion network to ensure early engagement and support during the implementation stages.

Responsibilities

• Develop and implement change management plans and strategies for the USUI project, including process improvement and system implementation.
• Conduct change impact assessments and stakeholder analysis to identify needs, risks, and readiness of affected groups.
• Design and deliver change interventions such as communication, training, coaching, and reinforcement.
• Monitor and evaluate the effectiveness of change activities and provide feedback for improvement.
• Establish and maintain effective relationships with senior leaders and stakeholders, acting as a trusted advisor.
• Contribute to the development of the change management framework, methodology, tools, and best practices.
• Identify post-transition opportunities to enhance the Customer Experience.
• Meet with business and functional leaders to identify critical aspects of the change and develop detailed plans.
• Develop content for a Change Champion network to improve awareness and support implementation.

Requirements

• Post-secondary degree in a related field or a combination of education, continuous training, and experience.
• At least 5 years of experience in leading and managing change initiatives in a complex environment.
• Certification in change management (e.g., Prosci, ADKAR, or Kotter) is preferred.
• Strong knowledge of change management principles, methodologies, and tools.
• Excellent communication, presentation, facilitation, and influencing skills.
• Ability to work independently and collaboratively with cross-functional teams.
• Highly adaptable, resilient, and flexible to changing priorities.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Strong analytical and decision-making skills.
• Ability to travel 25%.
• Knowledge of current Customer Care processes and systems is an asset.

Nice-to-haves

• Experience in the utilities sector or similar industries.
• Familiarity with project management methodologies.
• Experience with customer experience improvement initiatives.

Benefits

• Competitive hourly rate of $80 to $90, open to negotiation.
• Opportunity to work on a significant multi-million dollar integration project.
• Potential for professional development and training opportunities.