Enterprise Contact Center Change Manager

Hybrid - must be local to Columbus or surrounding area for the NICE project.

Organization Change Management with Business Analysis skills. NICE Call Center Applications experience highly desired

- Leads change management activities for unit-specific and project-based strategy mapping activities for medical center and support units as well as for key enterprise-wide projects

- Fosters and maintains strong collaborative partnerships, serves as trusted partner across the organization, and works closely with cross-functional teams to support change efforts

- Manages all aspects of the change portfolio and works closely with, project managers, business operations team, and director to ensure transparency, identify potential risk, obstacles, and resistance, and ensure initiative success

- Applies a structured change management methodology with defined success metrics, identified progress points, and interval impact analyses

- Design and deliver change readiness assessments and documents change readiness plan and identified gaps

- Oversees change risk portfolio to identify, analyze and prepare risk mitigation tactics and manage anticipated resistance

- Supports leaders in their ability to advance strategic priorities and fulfill the mission of the university and participates in process design sessions to ensure clarity and success

- Collaborates with IT & medical center's unit communications to support the design, development, delivery, and management of communications

- Works closely with Training and development work stream in ensuring targeted training and support efforts

- Works with the business to understand and business problems/workflows and communicates insights