The Change Management Manager is dedicated to the strategic design and execution of Change Management support for Wayfair’s 5000 member Customer Service organization. The Change Management Manager determines the people impacts of the project and develops strategies and plans required for a successful change implementation. 

Ultimately, these plans should maximize employee adoption and usage and minimize resistance. The Change Manager will need to manage expectations of the PMO, key stakeholders from the project initiating team as well as the impacted team and partnering teams (e.g., Training, Communications, Quality, Change Management, Engagement) and executive sponsors or leaders.

The Change Manager and Change Management team will help meet change management KPIs such as change fatigue and change adoption; and support the achievement of the project objectives. Key responsibilities of the Change Management Manager include: 

• Work closely with the PMO or assigned Project Manager (when identified) to understand scope, timeline and specific impacts of the project and how it impacts stakeholders.
• Understand and implement change management best practices for each step of the change management process; using standard change management templates followed by the team.
• Support communication efforts such as following a standard communications strategy and developing a detailed communication plan in partnership with the Change Communications and Service Communications teams. This should be preceded by the development of an audience and vehicle analysis.
• Support communication efforts to ensure communications and key messages include the“why’s” and benefits of the change along with specific actions and supporting FAQ or guidance as needed in a simple-to-find format.
• Support training efforts by partnering closely with the Embed Training team to determine the best training approach and delivery channel. This also includes coordinating with Workforce Management on training scheduling efforts and Communications Content owners.
• Raise risks and issues to the Project Manager or Change Management lead as they relate to change management support. 
• Gather feedback throughout the change journey to ensure all change management support is meeting desired outcomes for key stakeholders. Any action items related to feedback should be communicated to all stakeholders.
• Provide quality control over change management deliverables.
• Play project management role in addition to change management for smaller projects that cannot have a dedicated PM

Experience and Skills

• 5+ years experience in formal/informal change management experience
• Strong Stakeholder management skills
• Experience and knowledge of change management best practices, principles, methodologies and tools
• Exceptional communication skills, both written and verbal
• Ability to influence others and move toward a common vision or goal
• Flexible and adaptable; able to work in ambiguous situations
• Problem solving and root cause identification skills
• Able to work effectively at all levels in an organization
• Must be a team player and able to work collaboratively with and through others
• Familiarity with project management approaches, tools and phases of the project lifecycle