Business change managerSupportNinja

Position Title: Business Change Manager
Work Location: Remote, Philippines
Company Overview
As the fastest-growing outsourcing solution in North America, SupportNinja is redefining the BPO space. Our mission is to "Show the World a Better way to Outsource".
What does this mean?
We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.
We work with some of the world's most disruptive companies across the tech, lifestyle, music, and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world's largest nonprofits.
Our client roster includes Sports Illustrated, HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.
Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!
Duties and Responsibilities
The Business Change Manager will play a key role in ensuring projects (change initiatives) meet objectives on time and on budget by increasing employee adoption and usage. The role will focus on the people side of change, including changes to business processes, systems, and technology, job roles, and organization structures. The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance. The Business Change Manager will work to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact employees. These improvements will increase benefit realization, value creation, ROI, and the achievement of results and outcomes. * Applies a structured methodology and leads change management activities
Applies a change management process and tools to create a strategy to support the adoption of the changes required by a project or initiative.
Supports communication efforts; Supports the design, development, delivery, and management of communications.
Assesses the change impact; Conducts impact analyses, assesses change readiness and identifies key stakeholders.
Supports training efforts; Provides input, documents requirements, and supports the design and delivery of training programs.
Completes change management assessments; Identifies analyzes and prepares risk mitigation tactics
Identifies and manages anticipated resistance
Consults and coaches project teams; Creates actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan
Supports and engages senior leaders; Coaches managers and supervisors
Supports organizational design and definition of roles and responsibilities
Coordinates efforts with other specialists; Evaluates and ensure user readiness
Integrates change management activities into the project plan
Manages stakeholders; Tracks and reports issue
Defines and measures success metrics and monitors change progress
Supports change management at the organizational level
Manages the change portfolio
Qualifications * Graduate of Business Administration, Computer Science or any trade equivalent; and/or equivalent professional experience; Certified Change Management Professional (CCMP) preferred, required Project Management Professional (PMP)
Minimum 4 years of solid experience in change management in the BPO industry
Business Change Management principles and techniques, project management
A solid understanding of how people go through a change and the change process
Experience and knowledge of change management principles, methodologies, and tools
Exceptional communication skills, both written and verbal
Excellent active listening skills
Ability to establish and maintain strong relationships
Ability to influence others and move toward a common vision or goal
Flexible and adaptable; able to work in ambiguous situations
Resilient and tenacious with a propensity to persevere
Forward-looking with a holistic approach
Organized with a natural inclination for planning strategy and tactics
Problem-solving and root cause identification skills
Able to work effectively at all levels in an organization
Must be a team player and able to work collaboratively with and through others
Acute business acumen and understanding of organizational issues and challenges
Familiarity with project management approaches, tools, and phases of the project lifecycle
Experience with large-scale organizational change efforts; experience in acquisition projects preferred
Negotiation, Communication, Stakeholder Management
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
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SupportNinja

Philippines
Permanent
Full-time