United States

Change Mangement Specialist

Job Overview

The Change Management Specialist is part of the Engagement Management function, which focuses on cross-company coordination and leadership of the design and implementation of large, complex client programs. The Change Management Specialist is the leader of OnProcess’s efforts to support the actions which the client needs to take internally to prepare for the implementation and launch of the program, as compared to the Deployment Team, which focuses on internal OnProcess readiness for the launch. The Change Management Specialist works with the client to design a comprehensive set of readiness activities that address the client’s unique environment: these activities may include developing communications programs; cultural change management; meeting with stakeholders across the client’s organization to discuss the program; training of the client’s employees on the new program an how it will impact their work; pre-launch readiness activities; post-launch support to address issues and concerns within the client organization during the stabilization phase.

The Change Management Specialist will become involved in the client engagement during the pre-sale phase and contribute to the development of the design and implementation plan, project schedule and establishing the cost-basis for change management activities that will be used in the pricing process. This involvement will continue through all phases of the engagement until post-launch stabilization has been complete.  The Change Management Specialist partners with Sales, Solutions, Implementations, Process Engineering, Analytics, BTS, Site Operations, Training and Quality to develop the change management program.

Responsibilities & Duties

  • Provide pre-sales support by participating in needs analysis for selected new business opportunities
  • Define, with the client, the change management program goals and objectives
  • In collaboration with the client, conduct a workshop to establish the detailed change management plan, including the identification of the various client constituencies, suitable messages and appropriate means of delivery for the communications.
  • Agree with the client on the metrics to be used to assess the success of the change management program
  • Work with client and implementation manager to create the change management schedule portion of the overall implementation project plan
  • Develop the budget for any incremental costs to be incurred by the client and OnProcess to implement the change management plan; for all OnProcess costs (i.e., travel by OnProcess employees, development of videos and other communications collateral, etc…), work with Sales, Solutions and the Pricing Team to insure that these costs are considered in development of the overall cost basis for the program, which will be an input considered when developing the price to the client; for costs that will be incurred directly by the client (i.e., travel by client employees, etc…), insure that the client is aware of these costs so that they can plan for them appropriately in their budgeting process.
  • Develop the necessary documentation and other media required to implement the change management program.
  • Throughout the change management activities, make recommendations for innovations and improvement to the program that will enhance the program’s effectiveness, efficiency and improve client value.
  • Work with the Deployment Team to implement the necessary pre-launch and post-launch support structure (i.e., Command Center or appropriate equivalent)
  • Work with Site Operations, the Deployment Team and the Client Success Team to transition any ongoing, post-stabilization, change management activities that may be required.


  • 5+ years experience in Site Operations, Deployment, Communications, Change Management or Client Success
  • Bachelor’s degree or equivalent work experience
  • Lean Six Sigma Green Belt preferred, but not required
  • Understanding of OnProcess products and services
  • Understanding of various means of communication and when each is most effectively employed
  • Proficient in MS Office Tools
  • Proficient in project management methodology, certification not required
  • Excellent written and oral communication
  • High degree of professionalism
  • Outstanding client communication skills

Physical Requirements

  1. Must be able to move intermittently throughout the work day
  2. Must be able to lift, bend, etc.
  3. Must possess sight/hearing/speech senses, or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met
  4. Quiet and limited distraction work from home environment

OnProcess Technology is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws.