The Change Integration Manager (CIM), is responsible for partnering with the Japan Change Program Managers to ensure associates and sellers are ready to handle of new processes or features. CIM is the point of contact for local stakeholders of projects and will be accountable for assessing site launch readiness, communicating decisions, and responsible for measuring the success. He/she will collaborate readiness closely with the Site Associates, the Training Designer and the Training Lead, from Execution to Post Launch phase.
1)Scopes incoming JP Change Program Requests to understand impact for JP Partner Selling Support 2) Provides input to confirm program launch dates and readiness for deployment.
3) Assists Japan Change Program Managers on determining the appropriate level of site communication and provides feedback on a site communication plan if one is required. 4) Identifies and evaluates potential Japan specific risks/obstacles to of a launch with minimal direction and makes recommendations that may impact overall project schedule. 5) Review and determines whether or not training materials will be needed for launch and coordinates with the Program Manager. 6) Ensures project launch is communicated to Japan sites in a method that supports the level of impact to the site ensuring that messaging has been communicated. 7) Be point of contact for making the GO/NO GO decision regarding the launches of projects, first ensuring that all actions were performed to enable a successful launch from Japan sites readiness perspective. 8) Provides support to the Japan Change Program Manager with initial project exception reporting and identifying reporting criteria and ongoing controls needed to sustain the program, if necessary. 9) Participate in initial post launch analysis and deep-dives to understand Japan sites performance impacts. 10) Provides closed-loop feedback to at all stages of deployment to the Japan Change Program Manager (e.g. knowledge gaps, workflow misses, metrics impact, quality issues). 11) Responsible for gathering and summarizing feedback on project launch misses and communicating to all teams involved in a timely manner.
•Excellent written and verbal communication skills in both Japanese (native level) and English (fluent). •Attention to detail and proven ability to manage multiple, competing priorities simultaneously. •Experienced working independently in ambiguous environment and ability to create a path forward working by virtual and globally distributed teams. •Ability to manage competing priorities across multiple projects under tight deadlines. •College degree (BA/BS) or 2+ years of program management experience.
· Understanding of call center operations. · Ability to assess program or feature impacts on associates and sellers. · Experience in readiness, communications and site launch planning · Familiarity with organizational process design · Ability to work cross functionally within and outside of a site · Understanding of relational databases a plus.