Specialist Operational Change Management and Business Readiness

$166,400 - $187,200/Yr

Ian Martin - Salt Lake City, UT

Full-time - Mid Level

Salt Lake City, UT

Truck Transportation

About the position

The Specialist - Operational Change Management and Business Readiness will play a crucial role in the integration of Customer Care processes following recent utility acquisitions in the United States, specifically in Ohio and Utah. This position is a full-time, 24-month contract based in Salt Lake City, Utah, with a hybrid work model. The primary responsibility of the Specialist is to implement change initiatives across the organization, ensuring that these changes align with business objectives while minimizing operational disruptions. The Specialist will collaborate closely with senior leaders, project managers, and various stakeholders to facilitate the successful adoption and sustainability of these changes. In this role, the Specialist will develop and implement comprehensive change management plans and strategies for the USUI project. This includes areas such as process improvement, system implementation, organizational restructuring, and culture transformation. The Specialist will conduct change impact assessments and stakeholder analyses to identify the needs, risks, and readiness of affected groups and individuals. They will also design and deliver change interventions, including communication, training, coaching, and reinforcement, to facilitate transitions and enhance acceptance and adoption of change. Monitoring and evaluating the effectiveness of change activities will be a key responsibility, with the Specialist providing feedback and recommendations for improvement. Establishing and maintaining effective relationships with senior leaders and acting as a trusted advisor and change champion will be essential. Additionally, the Specialist will contribute to the development and enhancement of the change management framework, methodology, tools, and best practices. They will also identify post-transition opportunities to enhance the Customer Experience and work with business and functional leaders to prioritize critical aspects of the change process. The role requires leveraging expertise in the Customer Care field to assess and recommend solutions related to processes, people, and technology. The Specialist will also develop content for a Change Champion network to ensure early engagement with participants, equipping them with training materials to improve project awareness and support implementation during the final stages.

Responsibilities

• Develop and implement change management plans and strategies for the USUI project, including process improvement, system implementation, organizational restructuring, and culture transformation.
• Conduct change impact assessments and stakeholder analysis to identify the needs, risks, and readiness of affected groups and individuals.
• Design and deliver change interventions, such as communication, training, coaching, and reinforcement, to facilitate the transition and increase acceptance and adoption of change.
• Monitor and evaluate the effectiveness and outcomes of change activities and provide feedback and recommendations for improvement.
• Establish and maintain effective relationships with senior leaders, project managers, and stakeholders, acting as a trusted advisor and change champion.
• Contribute to the development and improvement of the change management framework, methodology, tools, and best practices.
• Identify post-transition opportunities that will enhance the Customer Experience.
• Meet with business and functional leaders to identify critical aspects of the change and develop detailed plans to address challenges and opportunities.
• Develop content for a Change Champion network for Customer Care to ensure early engagement with participants.

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 and dynamic environment.
• Certification in change management, such as Prosci, ADKAR, or Kotter, is preferred.
• Strong knowledge and understanding of change management principles, methodologies, and tools.
• Excellent communication, presentation, facilitation, and influencing skills.
• Ability to work independently and collaboratively with cross-functional teams and stakeholders at all levels.
• Highly adaptable, resilient, and flexible to changing priorities and demands.
• Proficient in Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
• Strong analytical and decision-making skills.
• Knowledge of current Customer Care processes and systems is considered an asset.

Nice-to-haves

• Experience in the utilities sector or similar industries.
• Familiarity with project management methodologies.
• Experience in training and development.

Benefits

• Competitive hourly rate of $80 to $90, open to negotiation.
• Opportunity to work on a multi-million dollar integration project.
• Hybrid work environment with flexibility in work location.
• Potential for professional development and growth within the organization.