Establish and lead a dedicated Operational Change function within Customer Operations
Define and continuously improve the change management framework to support product, data, and lifecycle‐related changes
Oversee all BAU product changes, ensuring accuracy, timely delivery, and alignment with business and operational readiness requirements
Manage BAU data changes including reference data, entitlement updates, and data configuration adjustments impacting customers
Own end‐to‐end communication and governance for product lifecycle events including enhancements, deprecations, migrations, and end‐of‐life notices
Collaborate with Product, Engineering, Operations, Customer Support, PSG, and Commercial teams to align on change priorities, risks, and customer impacts
Define, implement, and maintain global standards for change governance, impact assessment, risk evaluation, and customer communication

Bachelor’s degree or equivalent; advanced degree (MBA or related discipline) preferred
10+ years of experience in Operational Change, Product Change Management, Customer Operations, or Service Delivery within global organizations
At least 5 years in a senior leadership role managing cross‐functional or geographically distributed teams
Strong understanding of product lifecycle management, change governance, and customer‐impact analysis
Demonstrated success in building or transforming change management functions
Experience working with Product, Technology, Operations, and Customer Support teams on integrated change initiatives
Familiarity with CRM systems, ticketing tools, and change management platforms
Exceptional communication and stakeholder management skills, with the ability to influence at senior levels.

Director – Customer Change Management

Key skills