Learning and Change Management Lead

How will you make a difference to PMI?

Mid-level professional responsible for ensuring the success of Sales operations and customer support by partnering with various connected departments and stakeholders to create, implement, and optimize the necessary learning to ensure a high level of digital adoption for traditional and forward leaning technology platforms utilized by the department.  The role is also engaged in change management and on-boarding while being the key link between subject matter experts and end-users, ensuring that training is effective.

What you’ll bring to the role:

• Must have proven experience designing, developing, and delivering training content (a live link with portfolio/examples of work must be submitted with your application to be considered)
• Strong understanding of AI concepts, data annotation workflows, and the ability to create materials tailored to diverse audiences across multiple formats (e.g., e-learning, instructor-led, and blended learning) is essential.
• Experience with the Digital Adoption Platform a plus
• Partner with subject matter experts to assess group and individual training needs. Develop and execute the required training programs to ensure effective technology use.
• Regularly communicate with users to evaluate the efficacy of the training and learning offerings.
• Ensure that training materials are regularly reviewed and updated to support end-user success. Maintain a high standard of quality in all training-related resources.
• Support the assessment of changes impacting business processes related to platform and/or data defects and enhancements. Collaborate with relevant teams to ensure seamless integration and minimal disruption.
• Create awareness of technology platform features and functionality through various methods, such as communications, training sessions, and department support. Highlight how technology can solve existing problems, enhance performance, and add value to the customer experience.
• Develop and deliver targeted communications to various audiences across the organization. This includes updates on new platform functionalities, ongoing deployments, quarterly COE (Center of Excellence) updates, monthly tips, and other relevant information to support the successful use of various platforms.
• Ensure effective and consistent onboarding training for new team members across all customer service functions.
• Develop and deliver training reinforcement activities to address identified performance gaps and improve service delivery practices.
• Facilitate collaboration, knowledge sharing, and foster learning and development across customer service teams.
• Implement a structured change management methodology focusing on awareness, motivation, knowledge, practice, and appropriate reinforcement.
• Ensure teams are well-prepared to support the implementation of new initiatives and product changes/launches from awareness to execution.
• Monitor levels of change saturation, balancing business needs with team well-being, and continually refine change management processes based on feedback and lessons learned.
• Evaluate emerging technologies and their impact on customer support delivery, ensuring staff are prepared for innovative ways of working.
• Maintain the Digital Adoption Platform (DAP) by ensuring it is updated, maintained, and content management effectively to ensure relevancy.

Role Qualifications:

• 5-7 years of relevant experience included experience in roles related to change management, training and development, and digital adoption within a business setting.
• 7-10 years or more, especially for those with experience in leadership roles, managing cross-functional teams, and implementing large-scale change management initiatives.
• Experience in a global or multi-regional context is a plus.