Change Manager – Emergency Response

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Create, implement, and manage comprehensive training programs aimed at achieving operational excellence.

• Assess baseline agent competencies and pinpoint areas for improvement.

• Ensure alignment of training curricula with client Key Performance Indicators (KPIs).

• Collaborate with instructional designers and subject matter experts to develop process maps, Standard Operating Procedures (SOPs), and upskilling modules.

• Evaluate the speed of new hires in reaching proficiency through assessments and performance metrics at 30 and 60 days.

• Set up feedback mechanisms with operations, Quality Assurance (QA), and client leaders to address performance and content deficiencies.

• Facilitate communication among stakeholders during client transitions.

• Work together with client success teams, operations managers, and QA leads to tackle workflow challenges.

• Act as a product and process authority for cross-functional teams.

• Manage intricate projects, scheduling, and inter-team communication.

• Maintain comprehensive oversight of project timelines and proactively address potential issues.

⛳️ Requirements

• Minimum of 2 years of experience in RAD or ERT.

• Strong understanding of adult learning theories, including ADDIE and Kirkpatrick models.

• Familiarity with structured change management frameworks, such as Prosci/ADKAR.

• Excellent verbal and written communication abilities.

• Capability to simplify complex client instructions into actionable floor-level practices.

• Expertise in monitoring learning metrics, post-training performance trends, and adoption KPIs.

🏝️ Benefits

• Medical, dental, and vision coverage.

• 401(k) plan with company matching contributions.

• Paid time off, which includes vacation, sick leave, and holidays.

• An inclusive workplace that fosters community impact.

• Opportunities for internal mobility and professional development.

• Reasonable accommodations provided during the hiring process.