Change Manager - ConCenT North America

Change Manager - ConCenT North America

Position ID: req45402

Sector: BA North America

Functional Area: EMS/EPS/Continuous Improvement

Location: Charlotte Office

Number of Openings: 1

Employment Type: Permanent

POSITION DESCRIPTION:

At Electrolux, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people, and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute, and grow together.

Join us in our exciting quest to build the future home.

All about this role:

The Consumer Direct Interaction team (CDI) vision is to 'create outstanding branded consumer experiences that make engaging directly with us the preferred choice' for our consumers. The Change Manager, ConCenT has an exceptional opportunity to support the North America, Consumer Centric Transformation initiative, also known as ConCenT which directly supports and enables the vision for Electrolux. The ConCenT project is focused on transforming the current systems landscape that our consumers touch everyday including Contact Center, Service Operations, Consumer Sales, Knowledge Management, Digital Tools and more. It is an intricate network of interconnected systems which handle everything from how we onboard our consumers, interact with them and store their data to how we manage spare parts planning, schedule our service visits, and sell to consumers. In this role you will report to the Senior Program Manager and be an active part of the Consumer Service and ConCenT team.

What you'll do:

In this role, you will be responsible for monitoring and capturing changes in processes, ways of working in our business operations because of introducing modern tools and technologies brought by the ConCenT project. More specifically you will perform organization change management activities during the project lifecycle leading to the business GoLives and ensuring successful adoption of new processes, tools, and technologies by our end-users. You will rigorously collaborate and communicate with the impacted organizations (internal & external) to prepare, train, and equip them to handle the business process changes and technology changes introduced by the ConCenT program.

Additional Responsibilities include:

• Lead and hold direct responsibility for Change Management process of the ConCenT platform.• Manage transformation and change process with key cross functional stakeholders including Process Owners, Super Key Users, Subject Matter Experts and more.• Directly support the Senior Program Manager to maintain and uphold project timelines, cost and OKR deliverables across all ConCenT product domains.• Responsible for developing and executing the change management plan (Change Impact Assessment, Change Action Plan, Communication Plan & Training Plan)• Hold direct responsibility for aligning change action plans for different user-groups (consumers, agents, technicians, retailers, etc)• Engage in regular leadership updates, highlighting achievements, challenges, and recommendations for ongoing enhancement. • Responsible for timely communication of changes to impacted organizations with clear procedures and steps.• Responsible for driving change even when there is a high degree of organization resistance to change.• Work closely with key stakeholders to assess existing systems and identify areas that can be integrated to better serve our customers. Engage with a diverse project team including IT, Process Owners, Senior Program Manager and more. • Responsible for moderating change awareness events such as role plays.• Support central Digital Asset team with creating visual communication packages such as help cards, user-guides, FAQs, etc.• Support trainers, transformation leads and process owners in developing wire frames and visual tool kits. • Participate in User Acceptance Testing, System Demo's and in creating test cases.

Who you are:

You are a deliverable driven Change Manager who is comfortable engaging with a diverse, international team with a high level of integrity, diligence, and enthusiasm for supporting both internal customers and the development teams. You like working in a fast-paced environment and are able to deal with and manage through ambiguity. With an eye for detail and the ability to interpret complex data, you can also translate this into meaningful, useful information. You are a problem solver with a keen focus on continuous improvement who is also comfortable engaging in projects leveraging agile methodologies.

Qualifications Required:

• Bachelor's degree preferred. • 5+ years related work experience within change and project management in a large IT and Digital Transformation context.• 5+ years of experience in Retail, B2C or ECommerce and preferred domain experience in one of the following areas: Service Operations, Contact Center Management, Digital Services, B2B Aftermarket Sales Business.• Proven experience managing senior stakeholders and comfortable holding difficult conversations • Thorough knowledge of Change Management concepts• Experience in rollout of large CRM or ERP or Telephony or FSM or AI technologies • Proven successful results in change management.• Hand-on experience using visual design tools such as MS Sharepoint, Draw.io, Lucid Chart or similar.• Basic knowledge of tools such as Miro, confluence, JIRA, X-Ray and similar• Familiarity working in agile, scrum, SAFe• Comfortable to work in a team/office/virtual environment as well as work autonomously.

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone. The employee frequently is required to walk and sit. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Internal/External Communication

This position requires frequent communication with internal and external customers. This position also requires the employee to communicate with senior management.

Electrolux Home Products, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized because of such a request.

COMPANY DESCRIPTION

Electrolux shapes living for the better by reinventing taste, care and wellbeing experiences, making life more enjoyable and sustainable for millions of people. As a leading global appliance company, we place the consumer at the heart of everything we do. Through our brands, including Electrolux, AEG, Anova, Frigidaire, Westinghouse and Zanussi, we sell more than 60 million household and professional products in more than 150 markets every year. In 2017 Electrolux had sales of SEK 122 billion and employed 56,000 people around the world. For more information go to www.electroluxgroup.com.