Senior CX Change Management Specialist

Location Address:

2500 Windy Ridge Parkway, Atlanta, Georgia 30339

Work Shift:

Salary Exempt (United States of America)

The Senior CX Change Management Specialist is a strategic and hands-on role responsible for driving successful adoption of CX technologies and processes across the organization. In this position, you’ll play a critical role in enabling the success of upcoming CX initiatives, starting with a major eCommerce platform launch in October. You’ll lead change management efforts internally and externally, ensuring that teams and customers are ready, informed, and supported. You’ll also build and maintain a self-service Knowledge Base and serve as Tier 1 support for the applications managed by the CX Technology team. The ideal candidate is a strong communicator, a self-starter and systems thinker who thrives at the intersection of process, people, and technology.

Key Responsibilities:

Change Management & Technology Rollouts

• Design and implement change management strategies and plans for new CX tools and process improvements
• Conduct impact assessments and readiness evaluations across functions and plants.
• Partner with cross-functional teams to support pilot programs, user testing, and phased rollouts.
• Define measures of success that can be measured and quantified post go-live.
• Develop communication plans for rollouts, updates, and training opportunities to stakeholders at all levels.

Knowledge Base & Documentation

• Develop and manage a centralized, searchable knowledge base containing SOPs, how-to guides, and FAQs.
• Collaborate with subject matter experts to create and maintain accurate and user-friendly content.
• Proactively identify knowledge base & support needs within the organization through peer outreach and internal investigation.
• Standardize documentation with consistent formatting, naming conventions, and tagging.
• Monitor usage analytics and continuously improve content based on feedback and needs.

Training & Enablement

• Create onboarding and training programs to support end-user learning and technology fluency.
• Deliver live or recorded training sessions to plant personnel and internal teams.
• Promote a self-service support culture by enabling users with accessible, up-to-date documentation.

Tier 1 End-User Support

• Serve as the first point of contact for support related to CX tools and platforms.
• Triage user issues, provide quick resolution, or escalate to appropriate technical teams.
• Maintain a log of common support issues and drive proactive improvements to reduce recurring tickets.

• Reasonable mandatory overtime may be required due to business needs. 

Qualifications:

• Bachelor’s degree in Business, Communications, Information Systems, or related field.
• 5+ years of experience in change management, training, knowledge management, or user support; preferably in a manufacturing or B2B environment.
• Strong understanding of Scribe or similar knowledge base systems.
• Strong understanding of Sharepoint or similar content management systems.
• Strong experience in using CRM systems (e.g. Dynamics CRM, Salesforce, Hubspot, etc)
• Experience with change management frameworks preferred.
• Proficiency in Microsoft 365 (Teams, PowerPoint, Excel)
• Excellent communication and interpersonal skills; comfortable working across functions and levels.
• Must be a proactive self-starter who independently drives outcomes.

Altium Packaging, Our Culture Differentiates Us!
 
We incorporate our Guiding Principles into all aspects and at all levels of the organization and use them as a framework for decision-making.  We believe our Guiding Principles foster a culture of excellence that benefits both employees and customers.

Our Guiding Principles

• Act with Integrity & in Compliance
• Drive Value Creation
• Be Disciplined Entrepreneurs
• Focus on the Customer
• Act with Humility
• Treat others with Dignity and Respect
• Seeking Fulfillment in your Work

We Believe in Rewarding our Most Important Resource – Our People! 
 
We show our commitment to Total Rewards by providing a competitive, comprehensive benefits package. In addition to medical, dental and vision plans, company holidays and vacation days, tuition reimbursement, learning and training opportunities, bonus potential, and a 401(k) plan with company contributions, Altium Packaging locations offer rewards and recognition programs and opportunities to make a difference i