Manager - Change Management (Business Readiness Manager)

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The Business Readiness Manager ensures the successful implementation of customer experience transformations by driving program-wide change management across the organization. This role takes a holistic, roadmap-driven approach to business readiness, ensuring that experience-led initiatives are seamlessly adopted at all operational levels and aligned with strategic objectives.

This role is distinct from IT Business Readiness, which focuses on deployment change management by ensuring proper protocols, system transitions, and technical readiness. Instead, the Business Readiness Manager under the Experience Leads focuses on organizational change management from a program-wide perspective, ensuring alignment across business units, operations, customer service, marketing, and digital teams to support long-term experience transformation.

Duties And Responsibilities

• Drive Program-Wide Business Readiness for Experience Initiatives – Ensure all impacted business units are prepared for new customer experiences and journey transformations.
• Change Management Across Experience Roadmap – Oversee and execute change management strategies that align with long-term experience goals, beyond just individual deployments.
• Cross-Functional Alignment for Organizational Readiness – Work with operations, frontline teams, customer support, retail, digital, and marketing to ensure smooth execution.
• Business Impact Analysis & Risk Mitigation – Assess and proactively address challenges related to new experience rollouts across multiple functions.
• Stakeholder Engagement & Governance – Ensure leadership and key decision-makers are aligned with experience transformation efforts.
• Training, Enablement & Process Integration – Develop learning and capability-building programs to support business-wide adoption of experience changes.
• Readiness Monitoring & Post-Implementation Adjustments – Track performance and continuously optimize based on business feedback and operational performance.
  
  
  

KPIs

• Cost to acquire/serve/operate
• Adoption Rates
• Net Promoter Scores / Customer Satisfaction Scores
• Episode SLAs
  
  
  

Top 3-5 Deliverables

• Experience Program Readiness Roadmap – A structured plan ensuring business alignment with experience transformation initiatives.
• Stakeholder Engagement & Readiness Plans – Ongoing alignment with key teams to ensure smooth integration of new experiences.
• Business Impact Assessments & Change Risk Reports – Proactive identification of readiness challenges and mitigation strategies.
• Organizational Training & Capability Building Strategy – Workshops, training materials, and learning programs for business units.
• Post-Implementation Readiness Monitoring & Evaluation – Analysis of organizational adoption, stabilization period, issue resolution and success factors.
  
  
  

Hiring Requirements

Work Experience:

• At least 8 years of working experience in organizational change management.
• Experience working in software development projects with a focus on user-centric design.
• Familiarity with industries such as technology, e-commerce, or finance is advantageous.
• Experience in omnichannel customer journeys, improving operational efficiency and customer experience through process redesign and technology implementation is an advantage.
  
  
  

Level Of Knowledge & Competencies

• Bachelor’s degree in business administration, computer science, or a related field.
• Good understanding of how people go through a change and the change process.
• With knowledge on change management principles, methodologies and tools including risk and resistance analysis and management.
• Familiarity with data analysis for CM KPIs.
• Strong Presentation skills
• Strong Process Improvement skills
• Organized with a natural inclination for planning strategy and tactics.
• Knowledgeable on project management approaches, tools, and phases of the project lifecycle.
• Understanding of systems engineering and modeling concepts.
• Requirements: Business background, Technical background, Process background, Customer know-how
• Certifications on Business Impact Analysis, Change Management, Agile Scrum, UI/UX is an advantage.
  
  
  

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.