Enablement Lead - Change Management and AI Specialist

The Enablement Lead - Change Management and AI Specialist is a dual-discipline role that supports the transformation of Global Operations by leading change management delivery and by building practical AI fluency across the organization. The role analyzes business needs, assesses impacts, and implements strategies that drive employee adoption and proficiency, with particular focus on AI-enabled and data solutions. It also designs and delivers the AI enablement and applied-usage programs that help Global Operations employees use approved AI tools confidently, responsibly, and effectively. Under the direction of the Global Operations Director of Change Management & People Experience, this role partners closely with Operations leaders, GO Enablement Center (GOEC) stakeholders, and cross-functional teams to ensure change initiatives meet their objectives and deliver business value, while minimizing resistance and maximizing engagement. The role also carries a standing portfolio management commitment for the GOEC book of work, including intake, prioritization, governance, and reporting. This position is based in the Philippines and supports stakeholders across the Global Operations footprint. Accountabilities: Change Impact Analysis Assess organizational, process, and role-level impacts of proposed changes Develop stakeholder maps and conduct readiness assessments Analyze feedback and identify areas of risk or resistance Change Management Planning Develop and execute change management plans, including communication, training, and stakeholder engagement strategies. Partner on execution with key roles in the Change Coalition including Business Analyst, Trainer, Metrics Lead, Test Lead, and Business Lead(s) Lead change and adoption on AI-enabled, advanced technology, and data solution deployments Collaborate with project managers and operations/business leaders to align change activities with project timelines Monitor adoption metrics and create dashboards or reports for leadership Ensure production issue resolution path Set and defend prioritization across competing demands from multiple functions, operating effectively without embedded supervision AI Enablement Strategy Contribute to strategy development and lead execution of foundational and advanced AI learning tracks for Global Operations employees, aligned to business priorities and persona-based needs Translate enterprise AI direction into practical enablement roadmaps, learning plans, and adoption approaches that help teams use AI confidently, responsibly, and effectively Identify capability gaps, opportunities, and adoption risks that may affect AI fluency, behavior change, or value realization Partner with functional teams to identify, qualify, and progress AI use cases from idea to effective everyday use AI Enablement Program Design & Delivery Design, build, and continuously evolve scalable AI enablement experiences, including curriculum, workshops, labs, office hours, playbooks, guides, and embedded learning support Own program delivery end to end, including materials development, facilitation, participation tracking, and follow-up coaching Provide hands-on support and practical coaching to teams as they test, adopt, and operationalize AI-enabled ways of working Evaluate emerging AI tools and platform capabilities for business relevance, usability, and operations fit, bringing recommendations grounded in employee needs and operational priorities Share ownership of AI enablement demand across Global Operations, adding capacity and partnership to existing AI fluency efforts Communication & Engagement Create clear, targeted communication materials to support change initiatives Communicate meaningfully, providing appropriate contextual guidance for understanding how employees and external authors use AI solutions and agentic drafting assistants, how new AI tools integrate with editorial judgment, and how accuracy, trust and professional standards are safeguarded Coordinate and facilitate meetings, workshops, and focus groups to gather feedback and foster alignment Act as a trusted advisor to operations/business leaders, providing insights on employee sentiment and adoption challenges In collaboration with external author relationship owners, understand concerns and needs of external authors and craft and facilitate effective communications for change (ex. written communications, survey authorship and facilitation, focus group discussions) Collaborate and partner with all levels of operations/business stakeholders Translate complex AI and change concepts into practical language for diverse audiences, including where AI adds value, where human judgment is required, and how responsible use standards apply Partner with AI Champions, GOEC leads, Operations leaders, and tool stakeholders to strengthen advocacy, gather feedback, and scale adoption across the organization Training & Support Conduct training needs assessment and partner with Learning & Development teams to design and deliver project training programs that enable employees to adopt new processes, systems, or behaviors Provide direct support and coaching to front-line managers and supervisors as they help their direct reports through transitions Provide hands-on support to teams during transitions, including coaching and guidance Identify gaps in knowledge or skills and recommend interventions Portfolio Management & Governance Manage intake, prioritization, and governance for the GOEC book of work Maintain timelines, dependencies, issue logs, and status reporting to leadership Operate the tracking, issue management, and reporting infrastructure using , SharePoint, Power Automate, or equivalent tooling Continuous Improvement In conjunction with project and operations/business leads, develop Change and Enablement Objectives & Key Results Employ feedback mechanisms and engagement measures that enable development for, and improvement in, employee adoption of change Track and analyze change effectiveness, adoption rates, learning participation, and employee engagement Document lessons learned and best practices to improve future change initiatives Translate insights and field feedback into actionable guidance by identifying risks and opportunities across Global Operations Contribute to building organizational change management capability and maturity, and to the ongoing maturity of AI fluency across Global Operations People Experience Ensure that change communications, training, and engagement activities are accessible to all employees across Global Operations locations Design change initiatives that connect organizational goals with meaningful day-to-day impact for employees, reinforcing clarity, trust, and engagement Embed employee voice in transformation efforts through regular listening mechanisms (e.g., surveys, focus groups, feedback loops) to ensure that employees feel heard, valued, and supported Partner with People Experience and I&D leaders to align change management approaches with broader organizational commitments to inclusion, belonging, and employee well-being Recognize and celebrate employee contributions during major change milestones, reinforcing purpose and shared ownership of transformation success Deliver Business Value Drive measurable adoption of Agentic AI Content Platform, Content Expansion initiatives, and other key programs, as assigned Drive measurable adoption of approved AI tools and AI learning pathways across Global Operations Accelerate content delivery outcomes in line with project Objectives & Key Results Partner with Global Operations Leads to connect employee adoption with outcomes, which can include faster update cycles, increased throughput, AI-assisted task adoption, increased quality, etc. Required Qualifications: Education & Experience Bachelor's Degree holder Minimum of 3 years of experience in change management, organizational development, learning and enablement, business transformation, or a related field. Proven ability to lead cross-functional change or enablement initiatives from strategy through execution. Change Management Demonstrated change management deliverables, with named examples: stakeholder engagement, change communications, readiness activity, and adoption measurement. Formal change management certification (Certified Change Management Practitioner or equivalent) or an equivalent documented record of practice. Experience delivering change on AI-enabled or data solutions specifically, such as conversational AI, automation, data enrichment, analytics, or reporting platforms. Familiarity with the technology is not sufficient; the requirement is change delivery on it. Ability to operate without embedded supervision, and to set and defend prioritization across competing demands from multiple functions. AI Enablement Practitioner-level fluency with enterprise AI tools applied to real work, for example Microsoft 365 Copilot Enterprise, ChatGPT Enterprise, Claude, or Gemini, used to draft and refine communications, synthesize complex information into audience-specific messaging, structure plans, and stress-test thinking. Daily practice is expected rather than conceptual familiarity. Demonstrated design and delivery of an enablement or learning program for a business population, including curriculum, materials, delivery, and participation tracking, rather than execution of materials designed by someone else. Ability to leverage large language models and other generative AI tools to accelerate analysis, develop enablement assets, synthesize feedback, and model effective AI use. Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives. Portfolio Management Project or portfolio management on cross-functional initiatives, including intake, prioritization, governance, timeline and stakeholder management, and status reporting to leadership. Practical fluency with the operating infrastructure of portfolio management, including SharePoint, Power Automate, or equivalent tooling for tracking, issue management, and reporting. Core Skills Strong analytical, problem-solving, and critical-thinking abilities. Excellent written, verbal, and executive-level communication skills across cultures and functions. Advanced facilitation, workshop design, and group engagement skills. Strong consulting and coaching capability, with the ability to influence without formal authority. Ability to build trusted relationships and influence stakeholders at all levels. Proficient in Microsoft Office and collaboration tools, including PowerPoint (advanced), Word, Teams, Excel, and SharePoint (design, creation, maintenance). Preferred Qualifications: Experience supporting AI enablement, digital adoption, automation, or technology transformation in a complex, matrixed organization strongly preferred. Knowledge of change management methodologies such as Lean-Agile Change Management, Prosci ADKAR, Kotter, or equivalent. Knowledge of adult learning, capability building, or adoption frameworks. Experience supporting large-scale transformation programs or technology implementations. WHY JOIN US This is an opportunity to carry the two capabilities Global Operations needs most: disciplined change delivery and practical AI fluency. In this role, you will help ensure employees are ready, willing, and able to embrace new ways of working in an era of transformative technology, and you will turn enterprise AI ambition into stronger workforce capability, faster adoption, and measurable business value. We know your well-being and happiness are key to a long and successful career. 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