Director of Change Management

The Director of Contact Center Change Management will serve as the primary resource for change management support for the transformation of the East Coast contact center organizations including roll out of the contact center solution. Responsible for designing the change strategy and support including conceiving of, planning and executing stakeholder assessment, impacts assessment and change roadmap, etc.; supporting the development and execution of change management strategies under the direction of contact center leadership and then owning the strategic change planning and deployment for key technology, process and organizational initiatives; and partnering with contact center communications partners to align on messaging and execution of change communication deliverables.

Essential Duties and Responsibilities

• Leads change management evaluation, planning, and activities associated with technology, process and organizational changes.
• Conducts change readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner.
• Designs and applies a structured change management approach and methodology for initiatives supported.
• Conducts change impact analysis and stakeholder assessments.
• Establishes methods to measure the effectiveness of change management and communications efforts, set targets, track results, and improve programs. Lead data collection efforts and analyze data and feedback to inform strategy development; track performance and recommend solutions to continuously improve performance.
• Seeks opportunities to leverage knowledge, resources and work activities across all contact centers.
• Leads contact center change efforts by identifying communication needs, designing overarching change messaging and partner with contact center communications leader to incorporate messaging in communications plan.
• Creates sustainment plan for all major initiatives and high-employee impact efforts.
• Owns, develops and manages full scope from change strategy to calendar/roadmap of key messages related to the contact center to ensure consistent, relevant and timely delivery of internal training and communication materials within the organization.
• Creates original roadmap and materials to support organization change management, including written and video messages from contact center leader as well as coordination of launch campaigns, webinars and town halls.
• Leads and manages execution of large change efforts and/or initiatives, setting priorities and measurable objectives, monitoring and reporting on the process, progress and results. Influence work of cross-functional or extended teams within and across contact centers.
• Introduces leading edge methods of disseminating change throughout the organization.
• Serves as key subject matter expert on contact center change initiatives in order to inform broader East Coast RadNet organization.
• Prioritizes initiatives and build in rest periods between change allowing time for absorption and adoption.
• Responds to, solves and makes decisions on change management requests that have broader department impact.
• Develops recognition and engagement activities tied to KPI performance; partner with HR to understand employee impacts.
• Executes change plan activities; monitor and adjust as needed and measure effectiveness of communication efforts (e.g., surveys).
• Maintains distribution standards.
• Improves processes, actively seeks stakeholder feedback and focuses on designing processes/materials.
• Responds to ad hoc requests.
• Works collaboratively with a variety of key stakeholders and partners and across the organization to ensure alignment and consistency with broader strategic change efforts.

Minimum Qualifications, Education, and Experience

• Proven excellent leadership and interpersonal skills; able to inspire and motivate employees.
• Being able to lead in an agile and fast paced environment.
• Being able to adapt and absorb change quickly and lead team throughout change; needs to be a change champion.
• Must be able to positively embrace strategic initiatives and execute as scheduled; able to accurately reporting findings and success metrics.
• Must be able to type accurately with precise data entry skills.

Job Type: Full-time

Pay: $90,000.00 - $115,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• PROSI: 3 years (Preferred)
• Change management: 5 years (Preferred)

Work Location: Hybrid remote in Windsor Mill, MD 21244

Salary : $90,000 - $115,000