Change Manager

The Change Manager leads the Change Management Group, made up of the Training, Quality, and Operations Excellence Units. Each unit is run by a Unit Manager who reports to the Change Manager. The Change Manager keeps the three units working together and focused on the priorities of the Center. 

 

The Change Manager partners with the Government and other senior managers to plan, launch, and sustain change across the Center. This includes improvements to business processes, standard operating procedures (SOPs), quality programs, training, and reporting standards. The primary goal is to drive fast adoption and high proficiency with each change while keeping resistance low, so that every initiative delivers its expected results on time and on budget. On this contract, this position is considered Key Personnel and requires U.S. government customer approval prior to start. 

 

Here’s why we want you to consider LDRM:  

• Purpose:  This is meaningful work and an opportunity to make a difference in the lives of thousands of legal immigrants, all with a fantastic staff to support, and who support you. 
• Growth: You will learn things you never knew and when the opportunity arises, you’ll be ready to move up – we LOVE to promote from within. 
• Protection:  Health, dental, vision, tuition reimbursement, 401(k) and more.
• Relaxation: Paid time off, including federal holidays.

Responsibilities

• Leadership of the Change Management Group: 
  • Supervise, coach, and develop the Training, Quality, and Operations Excellence Unit Managers. Set clear goals and hold each unit accountable for performance standards. 
  • Make sure the three units work as one team, share information, and stay aligned to Center and customer priorities. 
  • Hire, retain, and manage technically skilled and professionally capable staff throughout the life of the contract. 
  • Respond quickly to surge requests by providing the right number of qualified staff. 
  • Resolve problems with minimal disruption to contract operations. 
• Change Management: 
  • Apply a structured change management methodology to plan and lead change initiatives across the center. 
  • Partner with the other senior managers and the U.S. government to set change priorities, secure sponsorship, and coordinate implementation across departments. 
  • Conduct change impact analyses, assess change readiness, and identify key stakeholders. 
  • Build actionable change deliverables, including communication plans, sponsor road maps, coaching plans, training plans, and resistance management plans. 
  • Anticipate and manage resistance to change. Identify risks and prepare mitigation plans. 
  • Support the design, development, and delivery of change communications to all stakeholders. 
  • Define success metrics and track adoption and progress for each initiative. 
  • Support organizational design and the definition of roles and responsibilities across the Center. 
• Quality, Training, and Operations Excellence (Continuous Improvement): 
  • Lead Operations Excellence (Continuous Improvement) activities that raise service delivery quality, efficiency, and performance. 
  • Oversee the quality program, including quality standards, reviews, and corrective actions. 
  • Oversee the design and delivery of training programs that prepare staff for new and changed processes. 
  • Oversee the maintenance and standardization of SOPs and activity reporting. 
  • Promote innovation, efficiency, and effectiveness across all operations. 
• Customer and Stakeholder Engagement: 
  • Provide timely deliverables and performance data to the U.S. government customer and company leadership for monitoring, oversight, and performance measurement. 
  • Support, engage, and keep senior leadership and the U.S. government informed on the status and impact of change initiatives. 
  • Participate in meetings, conference calls, and video conferences with the U.S. government customer and other U.S. government entities. 
  • Provide formal and informal briefings to visitors or at off-site conferences as requested. 
  • Support operations as needed. 

Qualifications

• BA or BS degree or equivalent.
• 5 to 10 years of management experience, depending on the seniority of positions held, including supervising managers. 
• At least 2 years of experience managing the implementation of process changes. 
• Experience applying a structured change management methodology.
• Experience leading Operations Excellence (Continuous Improvement) efforts and creative problem solving.
• Proficiency with Microsoft Office, including Excel, Word, and PowerPoint.
• Experience using Power BI, Power Automate, and SharePoint.
• Experience managing projects, programs, or workstreams of varying complexity. 
• Experience overseeing training and quality assurance functions. 
• Ability to turn data into clear visuals and reports that drive action and business decisions. 
• Proven ability to coach and mentor managers and colleagues. 
• A leader who can influence stakeholders at all levels through written and oral communication. 
• Excellent writing, presentation, and verbal communication skills. 
• Live within 90 miles of the National Visa Center in Portsmouth, New Hampshire. 
• U.S. citizenship. 
• Have the ability to obtain and maintain a SECRET-level federal security clearance.  

Desired Qualifications:

• 5 years of experience managing people and change in a federal contract environment. 
• Knowledge of Department of State visa processing and Visa Support Services operations. 
• Project Management Professional (PMP) certification. 
• Lean Six Sigma certification (Green belt or higher). 
• Additionally, all candidates must successfully complete a comprehensive criminal and credit background check before beginning the clearance process.  

Physical Demands & Work Environment:  

• While performing the duties of this job, the employee may occasionally be required to stand; walk; sit; lift up to 20 lbs.; bend; reach; carry; stoop; kneel; use hand and fingers to handle, or feel objects, tools or controls; use fingers and hands to type or write; speak; or hear.  Specific vision abilities may be required to perform the job which may include close vision, distance vision, color vision, peripheral vision, depth perception, or the ability to adjust focus. 
• Mainly office but may also include all other work environments as required. Periodic coverage on all shifts is expected at times, but this role is largely focused on first shift activities. You can expect to work between 45 and 50 hours per week in this critical role.  

Any clearance requirements for this position are established by the government contract. 

Job ID2026-27762 Work TypeOn-Site