Training & Change Enablement Manager

Overview

We are looking for a Training & Change Enablement Manager to join our team in Ireland or in Poland.

The Training and Change Enablement Manager for Global Customer Service combines strategic execution, learning expertise, business transformation experience, and practical change leadership. In this role, you help customer service teams prepare for, adopt, and sustain new ways of working while protecting customer experience, reducing operational risk, and translating transformation investments into measurable value.

You will establish and scale the global frameworks, governance, tools, and playbooks for training and change management. Your work will connect training, change management, knowledge management, internal communications, business readiness, and adoption measurement for application across customer service regions.

You will assess the current maturity of training and change management capabilities across Global Customer Service and define a 12-24 month capability maturity roadmap to sequence the build-out of standards, reusable assets, governance, tools, and measurement practices.

You will not be primarily responsible for conducting training. Instead, you will define how customer service training and change management should operate globally and enable regional leaders and teams to execute consistently in their local environments. The role is part of Global Customer Service Enablement, resides within the Knowledge Management and Training Center of Excellence, and reports to the Senior Manager, GCSE Knowledge Management and Training.

Responsibilities Training

• Establish the global training strategy, governance model, learning framework, and enablement standards for Global Customer Service.
• Develop scalable customer service training methods that distinguish between global core content, regional requirements, role-specific learning, and project-specific enablement.
• Create standards, templates, and playbooks for customer service training needs analysis, curriculum design, train-the-trainer programs, and training effectiveness measurement.
• Partner with regional customer service leaders and enterprise stakeholders to ensure training content is accurate, compliant, usable, and aligned with operational workflows.
• Translate business, technology, and process changes into role-based training requirements.
• Develop the operating model for regional customer service training delivery, including local trainers, super users, learning champions, and train-the-trainer networks.
• Ensure customer service training materials connect to approved knowledge sources.
• Establish customer service training KPIs and reporting methods.

Change Management

• Establish the global change management strategy, governance model, standards, and playbook for Global Customer Service.
• Develop repeatable tools and methods for change intake, stakeholder analysis, change impact assessment, readiness planning, adoption measurement, and sustainment across customer service.
• Define and maintain a customer service change management capability maturity roadmap that sequences the development of methods, governance, tools, reusable assets, stakeholder networks, and adoption measurement over a specific horizon.
• Translate transformation initiatives into practical change plans that reflect customer service workflows, capacity, regional variation, and compliance needs.
• Build and maintain a global change network across Global Customer Service.
• Partner with project teams and Global Customer Service Enablement peers to embed change planning into project planning.
• Embed customer service change and training readiness into project intake, portfolio prioritization, and transformation governance so that initiatives are assessed based on business value, change impact, operational risk, regional complexity, and adoption effort.
• Develop leader and stakeholder change enablement materials.
• Define and manage customer service change readiness and adoption metrics.
• Support globally standardized processes while recognizing legitimate local requirements.

Training and Change Management Integration

• Connect training, change management, with knowledge management and internal communications, for a unified, consistent approach across Global Customer Service.
• Ensure change impact assessments directly inform customer service training needs, knowledge updates, communication plans, and other activities.
• Create global playbooks that allow the CoE to set standards while enabling regional teams to localize execution appropriately.
• Partner with Strategic Portfolio and Transformation teams to ensure customer service training and change management requirements are considered early in portfolio planning, initiative sequencing, resource allocation, and value realization tracking.
• Collaborate with internal teams and stakeholders to identify needs, establish objectives and key results, and prepare the organization for future transformation.