Digital CX Change Manager

About Ping Identity: 

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. 

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. 

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. 

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. 

The Support organization at Ping Identity is evolving rapidly, with a bold vision for operational excellence and customer advocacy. As the Digital CX Change Manager, you will be instrumental in making this vision a reality. You'll partner with leaders across our Digital CX, Enablement, and Support teams to drive the adoption, alignment, and measurable progress of key transformation initiatives. Reporting to the Senior Director of Digital CX/EX & Enablement, this role is all about embedding consistency, accountability, and innovation into our operations, fostering a high-performing team culture rooted in learning and trust. You will act as a central enabler, ensuring clarity, shared ownership, and agility across all levels.

Responsibilities:

• Support execution of strategic Digital CX initiatives—including Intelligent Swarming, KCS, Technical Enablement, and AI-powered support transformation—by partnering with initiative leads to embed change management, facilitate adoption, and ensure alignment to business goals.
• Develop and implement change management strategies and plans that reinforce desired behaviors, minimize resistance, and equip teams to successfully transition to new processes or tools.
• Partner with initiative owners to define adoption success metrics, monitor progress, and surface insights through dashboards, feedback loops, and data-driven reporting.
• Facilitate initiative communications, stakeholder engagement, and enablement planning, ensuring change efforts are well understood, coordinated, and reinforced across impacted groups.
• Collaborate cross-functionally to execute on leadership vision, translating long-range strategies into tactical actions through consistent documentation, frameworks, and shared project plans.
• Support the development and maintenance of initiative charters, roadmaps, and intake frameworks in collaboration with program owners to scale transformation efforts effectively.

Minimum Qualifications

• Education or experience in organizational change management, support enablement, or transformation support roles.
• Experience collaborating with cross-functional leads to drive change, enable adoption, and support execution of strategic initiatives.
• Ability to build and sustain reporting structures for adoption metrics, change impact, and engagement health.
• Strong communication and facilitation skills to engage stakeholders across technical and non-technical roles.
• Empathy for frontline teams and practical understanding of how to enable adoption in high-velocity support environments.
• Familiarity with enablement, process improvement, and support models such as KCS, Intelligent Swarming, Case Quality, and Salesforce-based support portals.

Preferred Qualifications

• Direct work experience in or with Technical Support organizations or support transformation efforts.
• Background in Agile project support or enterprise program coordination.
• Change management certification (e.g., Prosci, ACMP) or hands-on experience implementing change strategies at scale.
• Comfortable navigating Salesforce, Coveo, and Docebo to support initiative leads with tracking and measurement.

Salary Range: $50,000 - $60,000

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

 

Life at Ping: