Operations Change Management Lead

The role:

As the Operations Change Management Lead, you will play a critical role in ensuring Global Operations is prepared to successfully adopt and execute the continuous stream of product, process, and operational changes across the organization. This role serves as the central “air traffic control” for operational change, maintaining the roadmap and timeline for Operations Enablement initiatives while ensuring frontline teams are prepared, informed, and positioned for success.

You will partner closely with Product, Operations, Risk, Compliance, L&D, and Enablement teams to translate complex changes into clear operational plans. This includes coordinating operational readiness for new product launches, facilitating effective communication and adoption of process changes, and packaging high volumes of business-as-usual updates into digestible, actionable guidance for frontline teams.This role requires strong operational judgment, exceptional organizational skills, and the ability to influence cross-functional partners in a fast-paced, high-growth environment.

What you’ll do: 

• Change Portfolio Management & Operational Roadmap Ownership: Own the centralized Operations Enablement roadmap and timeline for product change initiatives. Serve as the primary coordinator across product launches to ensure visibility, prioritization, and sequencing of work. Maintain a holistic view of upcoming product changes impacting Operations and proactively identify conflicts, dependencies, and resourcing constraints.
• Change Communication & Adoption Enablement: Create scalable processes to organize and distribute the high volume of business-as-usual operational updates impacting agents and managers. Consolidate updates across multiple stakeholders into clear, structured communications that reduce noise while increasing operational clarity and consistency. Package complex updates into clear, actionable messaging that enables frontline teams to quickly understand what is changing, why it matters, and how it impacts their workflows. Partner with L&D and Enablement teams to ensure training and support materials align with operational change timelines. 
• Create Scalable Systems and Processes for Global Operations: Develop structured approaches to communicating and driving adoption of all operational changes across Global Operations. Set standards for minimum change management requirements across all of Global Operations. Define and monitor metrics to validate effectiveness of change management processes. 

What you’ll need:

• Bachelor of Arts (BA) or Bachelor of Science (BS) degree required 
•  6+ years of experience in operations, change management, program management, or operational enablement - preferably in a high-growth or complex operating environment
• Proven ability to manage complex portfolios of work and coordinate initiatives across multiple cross-functional teams
• Strong organizational and prioritization skills with the ability to manage competing timelines and dependencies
• Experience in the financial services industry
• Exceptional cross-functional collaboration skills and the ability to influence without direct authority
• Exceptional communication skills with the ability to translate complex operational changes into clear, actionable messaging
• Strong stakeholder management skills and the ability to influence without direct authority
• Demonstrated ability to operate effectively in fast-paced, ambiguous environments
• Strong attention to detail with a bias toward operational clarity and execution

Nice to have: 

• Master of Business Administration (MBA)
• Experience in financial services or other regulated industries
• Lean Six Sigma or formal change management certification (Prosci, etc.)