Project Change Manager (Remote)

The Project Change Manger will report to the ACES Director, Project Management in the ACES Operations department. This role is responsible for ensuring that project-enabled changes are implemented smoothly, successfully adopted, and sustained over time. This role focuses on the people side of change—driving adoption, engagement, readiness, and communication to prepare the workforce for the intended transition. The Project Change Manager partners closely with project managers, the ACES Director of Change and Culture, business leaders, cross‑functional stakeholders and technology teams to guide change strategies, minimize resistance, and support impacted teams through transitions.

Duties & Responsibilities:

Change Strategy & Planning

• Develop and implement comprehensive change management strategies for project-driven change initiatives.
• Conduct change impact assessments to identify stakeholder groups, business processes, and systems affected
• Identify potential risks and resistance to change and proactively develop mitigation strategies
• Create change management plans, including communication, training, sponsorship, and stakeholder engagement plans in coordination with the Director of Culture and Change and Director of Training

Stakeholder Engagement

• Build strong, collaborative relationships with key business stakeholders and change sponsors
• Facilitate discussions to align leadership, secure buy-in, and ensure commitment to change initiatives
• Identify potential resistance and partner with sponsors and leaders to mitigate risks
• Optimize use of the ambassador network to socialize project vision, gain feedback and insights on how to implement change, and gain their support to advocate for the change during readiness and launch activities

Communications & Training

• Develop clear, engaging, and targeted communications that explain the purpose and benefits of the change, including the elevator pitch and “What’s in it for me”
• Partner with training teams or subject matter experts to design, develop, and deliver training materials
• Ensure employees have the knowledge, tools, and support needed to adopt new processes or technologies

Change Readiness & Adoption

• Monitor organizational readiness through surveys, interviews, feedback sessions, and assessments
• Track adoption metrics, identify areas requiring additional support, and recommend corrective actions
• Provide coaching and support to managers and team leads as they guide their teams through change

Project Collaboration

• Work closely with project managers to align change activities with project plans and timelines
• Integrate change milestones into the overall project plan, ensuring readiness and adoption are tracked
• Participate in governance activities, status reporting, and project risk assessments

Adoption & Continuous Improvement

• Develop adoption plans to ensure changes remain effective post‑implementation
• Conduct post‑implementation reviews to evaluate change effectiveness and capture lessons learned
• Continuously improve change management methodologies, tools, and frameworks
• Other duties as assigned.

People Leader Responsibilities:

No direct or indirect reports.

Qualifications

Education & Experience:

Minimum required:

• 5+ years of experience in leading change initiatives in complex, cross-functional customer service environments.
• Bachelor’s degree or equivalent combination of education, experience and training required

 

Additional preferred:

• Experience implementing change using the Adkar model
• Preferred Prosci certification

Skills & Abilities:

• Excellent communication, facilitation, and stakeholder engagement skills
• Excellent analytical, problem-solving, and decision-making abilities
• Exposure to customer service and call center experience
• Consistent top-tier professional performance
• Experience with Agile environments or digital transformation initiatives
• Ability to navigate ambiguity and influence without authority
• Highly motivated to take ownership and drive initiatives with minimal direction
• Ability to influence stakeholders to drive transformative changes
• Demonstrate ability to lead change planning and implementation, synthesize key details, and deliver clear summaries and action plans
• Ability to effectively inte