Lead, mentor, and develop a team of Operational Readiness Specialists.
Set clear goals and performance expectations for the team.
Foster a collaborative and innovative team environment.
Develop and implement comprehensive change management strategies to support customer support initiatives and projects.
Conduct impact analyses, assess change readiness, and identify key stakeholders.
Create and deliver communication plans to ensure stakeholders are informed and engaged throughout the change process.
Ensure the customer support team is prepared for new product launches, process changes, and system implementations.
Develop and execute detailed operational readiness plans, including risk assessments, contingency planning, and go-live support.
Coordinate with cross-functional teams to align operational readiness activities with project timelines.
Monitor and report on the readiness status, identifying and addressing areas for improvement.
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5+ years experience in change management, operational readiness, or a related role
Comes from a customer support or e-commerce marketplace like environment.
Strong understanding of change management methodologies, tools, and best practices.
Experience in project management with the ability to manage multiple initiatives simultaneously.
Strong Operational Readiness
Strong analytical and problem-solving abilities.
Exceptional communication, facilitation, and interpersonal skills.
Ability to manage a team of individuals and collaboratively with cross-functional teams.
Detail-oriented with strong organizational and time management skills.
Experience supporting global expansion for a project
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.