Director, Change Management

As the Change Management Director, reporting to the Senior Director of Business Process Design & Improvement or Contact Center Operations and Center of Excellence, you will be responsible for assessing change needs, developing change management strategies, developing plans and lead the change management activities that underpin our Contact Center Operations and Center of Excellence transformation initiatives. You will translate the strategic vision of the large, complex Contact Center Optimization initiatives into structured plans, tactics, techniques and workshops for the project and leadership teams using and promoting consistent change management methodology and tools across Cox Automotive. Specific engagements the Change Management team supports include process changes, organizational changes, technology implementations, and cultural changes.

A close partnership with CCO Center of Excellence, Business level Contact Center Leaders and People Strategy is required to leverage thought leadership and ensure alignment of Change Management efforts with overall CAI. You will have close collaboration with CAI People Strategies team members including Org Effectiveness, Change Management and Org Design team members is essential to success.

Success in the role is ultimately defined by the incumbent's ability (A) identify and implement change practices to drive adoption of internal team members change initiatives. (B) drive adoption and engagement of self-service tools and initiatives from of external clients.

What You'll Do

Apply a structured methodology and lead internal Contact Center change management activities:

• Develop comprehensive and integrated change management strategies for Front line agents, supervisors and support teams.
• Ensure visibility of change management projects and keep leadership up to date on progress, risks and known issues.
• Responsible for leveraging Cox Automotive change management playbook, methodology, tools, and tactics for change initiatives.
• Assess, develop and execute a culture framework aimed at managing business results including employee morale and retention.
• Apply a change management processes to create a strategy to support adoption of the changes required by a project or initiative.
• Conduct impact analyses, assess change readiness and identify key stakeholders.
• Build change management plans for Contact Center Optimization initiatives and involve relevant stakeholders as needed.
• Evaluate the effectiveness of the change management program and implement improvement strategies.
In relation to specific Contact Center Optimization change programs:
• • Administer change readiness assessments across programs.
  • Work closely with Program/Change Sponsor and others to ensure business readiness.
  • Identify and/or gain understanding of escalated issues and risks and address conflicts or mitigate risk as needed.
  • Prepare appropriate reports and documentation for presentation to Program Sponsor and Steering Committee.

Contribute to the development of client educational programs and change management initiatives:

• Take the lead on incorporating relevant change management concepts into various dealer training programs being developed.
• Jointly accountable for the successful adoption of digital assist tools for client self-service
• Serve as consultant and change management subject matter expert on specific client experience initiatives as needed.

Support and contribute to the development and execution of Contact Center Optimization initiatives training programs:

• Provide input, document requirements, and support the design and delivery of training programs for Contact Center Operations and Center of Excellence
• Create a two-way open communication channel to share change management knowledge with the Contact Center Operations team and Center of Excellence
• Impart change management knowledge sharing and wisdom on peers across Contact Center Operations and Center of Excellence

Competencies

• Ability to influence others and move toward a common vision or goal.
• Flexible and adaptable; able to work in ambiguous situations.
• Resilient and tenacious with a propensity to persevere.
• Forward looking with a holistic approach.
• Organized with a natural inclination for planning strategy and tactics.
• Problem solving and root cause identification skills.
• Able to work effectively at all levels in an organization.
• Acute business acumen and understanding of organizational issues and challenges.

Up to 25% travel requirement

What's In It For You

Here's a sneak peek of the benefits at your disposal as a Cox employee:

• A competitive salary and top-notch bonus/incentive plans.
• Exceptional work-life balance, flexible time-off policies and accommodating work schedules.
• Comprehensive healthcare, with multiple options for individuals and families.
• Generous 401(k) retirement plans with up to 8% company match.
• Mental health support, including counseling and access to virtual wellness resources such as CALM.
• Access to Care.com, with up to 10 days of subsidized care for children, seniors and pets.

Check out all our benefits.

Who You Are

Minimum

• Bachelor's degree in Organization Development and/or Effectiveness, Human Resources, Industrial Psychology or related discipline and 10 years of experience in a related field such as Change Management methodology and execution. The right candidate could also have a different combination, such as a master's degree and 8 years of experience; a Ph.D. and 5 years of experience or 14 years of experience in a related field with no degree.
• Strong interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout the organization.
• A solid understanding of how people go through a change and the change process.
• Experience and knowledge of change management principles, methodologies and tools.
• Familiarity with project management approaches, tools and phases of the project lifecycle.

Preferred

• Master's degree in a related discipline strongly desired.
• Prosci or similar change management certification or designation.
• Technology or professional services sector experience preferred.

USD 142,100.00 - 236,800.00 per year

About Cox Automotive

At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

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