Change Management, Enablement, and Operations Specialist

erience (CX) team continues to grow, it's essential that we focus on operational excellence, effective change management, cross-geo connections and alignment, and equipping team members with the skills and expertise they need to succeed and thrive in an agentic world.

The CX India Change Management, Enablement, and Operations Specialist will serve as the lead, champion, and standard-bearer for our team's operations, processes, and culture in India and Israel. This specialist will ensure that CX's India- and Israel-based employees are aligned with CX-wide processes, practices, and guidelines while helping amplify team members' voices, perspectives, and needs.

Responsibilities for this role include:

• Coordinating and leading the rollout of any India-specific changes on CX (e.g., local team reorgs, country-specific policy changes, etc.), in alignment with our standard change management process

• Serving as India and Israel's change management liaison for broader CX changes, including

  • Sharing/amplifying comms about those changes in geo-specific Slack channels
  • Ensuring that team members in those geos know how and where to share feedback and questions
  • As needed, coordinating presentations about the changes in geo-specific team meetings
  • Collaborating with the change owners to coordinate and schedule trainings and enablement sessions about those changes during local business hours

• Serving as the local liaison and champion for CX's AI innovation intake and vetting process, including

  • Ensuring that team members are familiar with the process
  • Encouraging people to submit innovations, tips, and success stories
  • Creating/amplifying comms to highlight approved innovations

• Supporting effective new-hire onboarding in India and Israel, including

  • Ensuring that hiring managers and trail guides create customized onboarding plans for each new hire that include all relevant required CX trainings
  • Ensuring that required CX new hire trainings are scheduled on a regular cadence and are available during local business hours
  • Working with hiring managers and trail guides to ensure that new hires complete their 90-day onboarding journeys

• Supporting ongoing learning and development for team members in India and Israel, including

  • Working with CX's Training & Learning Specialist to identify training gaps and opportunities
  • Coordinating globally accessible training schedules
  • As needed, hosting trainings and supporting trainers during sessions

• Developing a culturally relevant process that allows India-based team members to share feedback, input, and suggestions on CX-wide processes, practices, and initiatives

• Serving as the local champion for the CX mentorship program to help encourage participation among India- and Israel-based team members as both mentors and mentees

• As needed, planning, creating, and launching clear, comprehensive resources, such as playbooks and guides, that support CX's operational processes and practices

Required skills and experience

• At least 4 years of experience in the area of technical content, technical documentation, content design, or a closely related field

• At least 3 years of experience in a leadership role, either as a people manager or as an individual contributor responsible for leading programs, projects, or initiatives

• At least 3 years of experience with project and/or program management

• Strong, proven skills in building relationships up, down, and across

• Strong, proven skills in stakeholder management and influence

• Excellent written and spoken communication skills, including experience presenting to groups and leading meetings

• Action-oriented approach

• Proven ability to tackle both high-level strategic work and very detailed tactical work

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