Change Management Specialist, Marketing Operations

Role Overview

• Maintain a living repository of process maps and solution documentation aligned to SOPs.
• Map current-state workflows; identify friction points, decision logic, handoffs, and document requirements; and design improved procedures using appropriate methodologies.
• Design future-state workflows to improve process efficiency and effectiveness.
• Partner with Technology, Knowledge Management and Innovation teams to deploy and integrate tools (e.g., document automation, AI-enabled review, collaboration platforms), under the direction of the Marketing Operations Project Manager.
• Develop training, targeted resources, and 1:1 coaching.
• Monitor usage to surface insights and iterate.
• Embed controls, RACI, SLAs, and quality checkpoints; align SOPs to risk, compliance, and audit-readiness requirements.
• Build and execute change strategies, stakeholder analyses, communications, and reinforcement plans to drive sustained adoption.
• Align change plans to milestones; prepare leaders and end-users with role-based enablement.
• Execute communications to support readiness and sustain adoption, under the direction of the Marketing Operations Project Manager.
• Conduct post-implementation reviews to validate ROI, under the direction of the Marketing Operations Project Manager.
• Triage, escalate, and coordinate resolution of user issues and enhancement requests.
• Build and govern Power BI dashboards for pipeline, campaign performance, client engagement, and operational throughput.
• Define metrics taxonomy and data quality rules; partner with data owners to improve completeness and consistency.
• Use insights to prioritize improvements and inform leadership decision-making.

Requirements

• Minimum of four years of work experience, preferably in professional services, banking, or technology industries.
• Experience in business analysis, process improvement, legal operations, or similar in professional services.
• Familiarity with legal tech platforms and collaboration tools; comfortable with learning new technology.
• Experience with adoption/change management is a plus.
• Strong analytical skills and comfort working with data.
• Knowledge of process improvement methodologies and KPI/benefits tracking.
• Deep experience in creating and maintaining process maps and solution documentation.
• Knowledge of Microsoft Power BI, SharePoint, or other business intelligence and data visualization tools.
• Basic understanding of Generative AI.
• Experience with CRM platforms and configurations.
• Preferred PMP Certification.
• Familiarity with: Salesforce; Miro; Litera Applications – Foundation, Foundation Marketing (Concep), etc.; Power Platform Suite (PowerApps, Automate, and BI); and Jira, Monday, or other PM software packages.
• Hands-on experience with participation in projects that included a Generative AI component(s).

Tech Stack

• PMP

Benefits

• Medical coverage, with a variety of plans
• Health care and dependent care reimbursement accounts
• Domestic partner coverage
• Parental leave
• Vacation and holiday leave
• Life and accident insurance
• Income protection, including sick leave, salary continuation, and long-term disability