Remote Quality Assurance and Organizational Change Manager (VA ESOM)

Kentro is hiring for a Remote Quality Assurance and Organizational Change Manager to support the VA ESOM contract. The role will establish and monitor quality and readiness practices that help employees, technical teams, and operational stakeholders transition successfully to new printing technologies, services, processes, and support models.

This position integrates quality assurance with organizational change management. The Manager will evaluate whether project deliverables, communications, training, processes, and transition activities meet approved requirements and prepare stakeholders for implementation. The successful candidate will translate technical and operational changes into practical guidance, identify quality and adoption risks, and promote consistent service delivery after deployment.

Location: Remote - This position can be performed remotely within the United States and will support Eastern Time working hours.

Compensation Range: The pay range for this position is $150-$170K annually. Kentro determines compensation by evaluating current government contracting and commercial market conditions, as well as the role's specific requirements. Final salary placement within this range will be based on the candidate's relevant skills, experience, education, certifications, location, and security clearance level, where applicable.

This Job Description reflects the primary duties of the role; however, it is not intended to be all-inclusive. Team members may be asked to take on additional responsibilities in alignment with customer expectations, business needs, and Kentro's culture of collaboration and adaptability.

Responsibilities

Quality Assurance and Delivery Oversight

• Develop and maintain an integrated quality assurance and organizational change management approach aligned with the project roadmap, pilot activities, deployment schedule, and operational transition.
• Define quality criteria, review practices, readiness checkpoints, and acceptance measures for communications, training, process documentation, deployment support, and transition deliverables.
• Review project plans and deliverables for completeness, accuracy, consistency, traceability, and alignment with approved requirements and operating procedures.
• Monitor corrective actions, recurring quality concerns, readiness gaps, and implementation risks through resolution.
• Coordinate quality reviews with project leadership, technical teams, business stakeholders, security personnel, and operational support teams.
• Report quality status, risks, findings, decisions, and recommended actions to project leadership.

Change Strategy and Organizational Readiness

• Assess how proposed technology, process, policy, and support-model changes will affect employees, business units, and operational teams.
• Create and execute an integrated change management plan covering stakeholder engagement, communications, training, readiness, adoption and reinforcement strategy aligned with the project roadmap and deployment schedule.
• Identify stakeholder concerns, adoption risks, organizational readiness gaps, and potential resistance to change.
• Conduct organizational readiness assessments before pilots, deployment waves, and service transitions.
• Provide project leadership with recommendations that strengthen readiness, improve implementation quality, and reduce disruption.

Communications and Stakeholder Engagement

• Lead the development and execution of the project communications and stakeholder engagement plans.
• Define communication audiences, objectives, messages, channels, timing, owners, and approval processes.
• Translate technical information into clear, audience-appropriate communications.
• Develop content such as project announcements, leadership briefings, FAQs, deployment notices, user instructions, presentations, newsletters, and support communications.
• Coordinate communications with project milestones, pilot activities, deployment waves, service transitions, and policy changes.
• Establish feedback mechanisms and adjust communications based on stakeholder questions and concerns.
• Facilitate stakeholder meetings, readiness discussions, workshops, and feedback sessions, and establish a change-champion network when appropriate.

Training and Knowledge Transfer

• Conduct training-needs assessments for end users, support teams, administrators, managers, and other affected stakeholders.
• Develop the project's training strategy, curriculum framework, and delivery guidance.
• Partner with subject-matter experts to create user guides, quick-reference materials, job aids, presentations, knowledge articles, and facilitator content.
• Ensure training materials accurately reflect approved technologies, processes, security requirements, and support procedures.
• Coordinate training delivery with pilot and deployment schedules.
• Evaluate training effectiveness and recommend improvements based on participation, feedback, readiness, and adoption results.

Process Improvement and Operational Readiness

• Help document and improve current and future-state processes related to printing, device use, support, access, security, incident management, and service delivery.
• Facilitate workshops to identify process gaps, operational pain points, unclear responsibilities, and opportunities for standardization.
• Support the definition of future-state roles, responsibilities, workflows, escalation paths, and governance practices.
• Ensure that process changes are reflected consistently in communications, training, procedures, and support documentation.
• Partner with operational teams to prepare for service transition and ongoing support.
• Promote repeatable, sustainable practices that continue after project completion.

Stakeholder Engagement and Adoption

• Develop stakeholder maps and engagement plans for affected business and technical groups.
• Build relationships with project sponsors, business leaders, change champions, technical teams, service owners, and end-user representatives.
• Facilitate stakeholder meetings, readiness discussions, workshops, and feedback sessions.
• Establish a change-champion network where appropriate.
• Define and monitor readiness, engagement, adoption, and reinforcement measures.
• Report OCM progress, risks, issues, decisions, and recommendations to project leadership.

Key Deliverables

• Integrated quality assurance and organizational change management plan
• Quality criteria, review checklists, readiness gates, and corrective-action tracking
• Deliverable reviews and quality-status reporting
• Change-impact assessment and organizational-readiness assessments
• Stakeholder analysis and engagement plan
• Communications strategy, calendar, audience matrix, and approved communications
• Training-needs assessment, training plan, user guidance, and knowledge materials
• Current and future-state process documentation
• Readiness, engagement, training, adoption, and reinforcement measures
• Lessons learned and continuous-improvement recommendations

Qualifications

• Bachelor's degree in quality management, organizational development, communications, business administration, change management, training, human resources, or a related discipline, or equivalent professional experience.
• ten years of relevant experience
• Significant experience supporting quality assurance, organizational change, operational readiness, or enterprise technology transformation initiatives.
• Demonstrated experience developing and executing communications, stakeholder-engagement, and training plans.
• Experience conducting change-impact and organizational-readiness assessments.
• Strong process-analysis, facilitation, and continuous-improvement capabilities.
• Ability to translate complex technical concepts into clear, actionable information for nontechnical audiences.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Experience collaborating with executives, project managers, technical teams, business units, and operational-support organizations.
• Ability to manage multiple deliverables and priorities within a structured project environment.
• Proficiency with standard productivity, presentation, collaboration, and documentation tools.

Preferred Qualifications:

• Experience supporting federal programs or large, distributed enterprise environments.
• Experience with enterprise technology deployments, managed print services, endpoint services, or service transitions.
• Familiarity with formal change management, quality management, continuous improvement, or project management methods.
• Relevant certification such as Prosci, CCMP, Lean Six Sigma, ITIL, PMP, or an equivalent credential.

Clearance Requirement:

• US Citizen or Lawful Permanent Resident (Green Card)
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
  • If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees - Every employee is eligible for education reimbursement for certifications, degrees, or professional development. Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities - virtual and in-person - e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

How to Apply

To apply to Kentro Positions- Please click on the job link and then click the blue "Apply" button at the top right of Job Description. Please upload your resume and complete