Change Manager

Confirmed live in the last 24 hours



1,001-5,000 employees

Cloud-based contact center solutions provider

Data & Analytics
AI & Machine Learning


Remote in USA

Required Skills
  • 5+ years of change management experience in a cloud/technical operations environment
  • Deep understanding of IT Service Management ITIL v3 foundation or above required
  • Solid experience using/administering ITSM tools (Remedyforce & JIRA preferred)
  • Excellent project management skills
  • Business Analyst experience is a huge plus (requirements gathering, tools selection & implementation, vendor management)
  • Great verbal and written communication skills
  • BS or equivalent experience
  • Work closely with subject matter experts and leadership to develop and drive change management initiatives with focus on operational efficiency, risk mitigation, and stability
  • Define roadmaps in-line with customer expectations, change and CAB requirements, and contractual adherence
  • Confidently represent details of customer change requests in customer facing change meetings
  • Ability to internally manage customer requested modifications to change requests
  • Maintain policies, procedures, and standards in line with current and emerging change requirements
  • Align closely with Cloud Operations teams policies and procedures
  • Strong ability to present to executives and engage with all levels in the organization
  • Ability to navigate changing priorities, evolving deadlines and logically sequence work to meet the overall needs of the Day-2 service
  • Ability to make connections across workstreams and matrixed organizations
  • Extremely high attention to detail with exceptional writing and editing skills
  • Develop and execute full lifecycle change management activities, including change impact assessments, stakeholder analysis, stakeholder engagement, communications, training development, and training and workshop facilitation
  • Manage all aspects of change management including running various change meetings, assessment, planning and risk management
  • Ensure all change tickets are complete and accurate (before change meetings and after implementation)
  • Participate in post-change reviews and collaborate with Customer Support teams on change related incidents, preventative measures, and subsequent problem resolution
  • Generate regular KPI/metrics reports as needed
  • Champion ongoing initiatives to implement best practices in Change Management
  • Create/maintain all change management documentation including policies and procedures
  • Assist end users with the change process and tool questions
  • Liaison between various operations teams and OSS team (responsible for supporting the ITSM tool) on defects and feature requests

As a pioneer in cloud-based contact center solutions, this company provides a secure and scalable platform integrating digital engagement, analytics, workflow automation, and practical AI to enhance customer experiences. The emphasis on reliability, security, and compliance, coupled with a strong focus on employee development and empowerment, makes it an excellent workplace for those passionate about advancing customer service technologies and driving business results.

Company Stage


Total Funding



San Ramon, California



Growth & Insights

6 month growth


1 year growth


2 year growth