SummaryServe as a strategic Change Management Advisor supporting CX initiatives across the enterprise. This role is responsible for designing, advising on, and driving structured change management and adoption approaches for high-impact programs and platform implementations-without direct people management responsibility.
You will lead the development of change management plans, stakeholder engagement strategies, and communication toolkits to support new programs, products, and platform rollouts.
In this role, you will lead adoption through influence, guiding and supporting adoption practitioners and business stakeholders across CX and our business partners in the organization. You will support change broadly across the CX ecosystem, ensuring initiatives are well-sequenced, communicated clearly, and adopted effectively while accounting for operational readiness and workforce impacts.
Your role in our mission- Design and execute change management strategies, plans, and communication frameworks for enterprise CX and workforce transformation initiatives.
- Develop reusable change and communication templates to support consistent execution across programs and accounts.
- Advise leaders and program teams on change impacts, readiness, sequencing, and adoption risks.
- Partner closely with CX Leadership and operational staff as well as our PEO and COE teams.
- Support adoption planning and execution for large-scale platform implementations, including Verint and AWS Connect.
- Assess organizational readiness and stakeholder impact, and recommend mitigation strategies as conditions evolve.
- Apply best practices and external insights to continuously improve the organization's approach to change and adoption.
What we're looking for- 10+ years of experience in change management, organizational effectiveness, transformation, or enterprise program support.
- Demonstrated success supporting large-scale, complex change initiatives in matrixed or operational environments.
- Advanced change management certification (e.g., Prosci, CCMP) strongly preferred.
- Experience supporting technology, workforce, or CX platform implementations.
- Background working in contact center, operations, or workforce-intensive environments strongly preferred.
What you should expect in this role- Fully remote position.
- Opportunity to travel through your work up to 25% of the time.
The deadline to submit applications for this posting is June 26, 2026.
The pay range for this position is $80,600.00 - $115,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
