Job Description
The Operational Development Change Manager plays a pivotal role in leading organizational transformation, strengthening enterprise-wide communication, and driving strategic growth initiatives. Reporting directly to the Managing Director of Operational Development, this role owns the design, development, and execution of comprehensive change management strategies to ensure seamless transitions, high adoption rates, and sustained behavioral change across the organization.
The Change Manager partners with leadership to advance enterprise priorities, including the Customer Experience (CX) program, internal communications, and operational excellence initiatives. This position is accountable for fostering alignment, building stakeholder engagement, measuring impact, and delivering measurable improvements in organizational effectiveness and employee experience.
This position sits within our Oklahoma City-based corporate office, currently with an expectation to be onsite 80% of the time.
RESPONSIBILITIES Change Management Strategy & Execution - Design and implement an internal change management framework, methodology, and toolkit tailored to the organization's needs.
- Lead the design and execution of change management strategies and plans, aligning with project milestones and organizational goal
- Direct change-impact assessments across functions and stakeholder groups; synthesize findings to guide decision-making and resource planning
- Own risk identification and mitigation; drive adoption and proficiency through defined metrics, feedback loops, and corrective actions
Stakeholder Engagement & Communication - Lead stakeholder mapping and engagement planning; execute strategies to secure buy-in from functional leaders and project sponsors
- Collaborate with Strategic Organizational Communications team for the development and execution of communication plans; to deliver clear, timely messaging across the change lifecycle
- Build change capability within teams in coordination with the Organizational Development team; lead the rollout of training, tools, and best practices to strengthen change readiness
Collaboration & Project Support - Coordinate alignment of change initiatives with project, communications, and training teams; lead working-level syncs to resolve blockers and maintain integration
- Oversee integration of change activities into key programs; track adoption progress, escalate risks to leadership, and provide regular status updates
Documentation & Reporting - Set standards for change documentation; oversee maintenance of impact assessments, change logs, and stakeholder maps
- Manage adoption tracking and performance reporting by analyzing key metrics, trends, and stakeholder feedback.
- Synthesize insights and recommend data-driven improvements to enhance change effectiveness and stakeholder engagement.
Customer Experience (CX) Enablement - Partner with the CX Product Owner to align near-term roadmap priorities, co-design adoption strategies, and ensure CX initiatives are effectively embedded across teams and customer-facing operations.
- Support change readiness activities for CX deployments in the field in partnership with Product Owner - including stakeholder engagement, communication planning, readiness assessments, and activation of local champions
- Support the development of adoption metrics and performance dashboards to measure the uptake, effectiveness, and business impact of CX tools, processes, and experiences.
EDUCATION & EXPERIENCE QUALIFICATIONS - Bachelor's degree or equivalent experience in Business Administration, Organizational Development, Psychology, or a related field.
- 5+ years of experience in change management, business analysis, CX, or a related role.
- Familiarity with change management methodologies (e.g., ADKAR, Prosci, Kotter).
KNOWLEDGE, SKILLS, OR ABILITIES - Strong analytical, organizational, and communication skills.
- Ability to work collaboratively with cross-functional teams.
- Proficiency in MS Office (Excel, PowerPoint, Word); experience with project management tools is a plus.
- Certification in change management (e.g., Prosci) is preferred but not required
Not sure you meet every requirement? Apply anyway!
At Express, we celebrate what makes you you. We value diverse backgrounds, perspectives, and talents-because we know that's what makes us stronger together. If you're excited about the role, we're excited to hear from you.
Express Employment International supports Express Employment Professionals franchises and related brands. The Express franchise brand is an industry-leading, international staffing company with more than 870 franchise locations in the U.S., Canada, South Africa, Australia, and New Zealand.
Headquartered in Oklahoma City, our corporate team is committed to empowering franchisees by providing world-class support, training, and strategic guidance through a unified global network.
Our mission is to professionally market and provide quality human resource solutions through an international franchising network-benefiting our associates, clients, franchisees, corporate staff, shareholders, and the communities we serve.
Our vision is simple yet powerful: To help as many people as possible find good jobs by helping as many clients as possible find good people.
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