Full-Time

Change Manager

Confirmed live in the last 24 hours

Five9

Five9

1,001-5,000 employees

Cloud-based contact center solutions provider

Data & Analytics
AI & Machine Learning

Senior

Remote in USA

Required Skills
Communications
Management
JIRA
Requirements
  • 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
Responsibilities
  • 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

IPO

Total Funding

$874.1M

Headquarters

San Ramon, California

Founded

2001

Growth & Insights
Headcount

6 month growth

5%

1 year growth

12%

2 year growth

29%