Deployment Change Management & Training Manager

CORE RESPONSIBILITIES AND TASKS (IDENTIFY UP TO 6 CORE RESPONSIBILITIES WITH ASSOCIATED JOB TASKS)

The PSG Connect: Deployment Change Management & Training Manager, is responsible to oversee and manage the change management and training activities associated with the deployment of our PSG POS Solutions. This includes ensuring a high level of adoption and adaptation of these solutions at the field and store level, by designing, implementing, and monitoring effective change management processes utilizing ADKAR and training programs.

1. Develop ADKAR-based change management strategy. Manage creation and drive outcomes for all change management deliverables, including but not limited to, impact assessments, change readiness analysis, and communications. Identify anticipated resistance and develop plans to avoid and overcome resistance.
2. Lead program efforts to effect cultural change in both SDLC groups and customer groups in the stores and field. Create a positive perception of various changes by driving messaging and techniques that respond to resistance, improve change willingness, and emphasize benefits.
3. Act as the "face" of the Connect Program and represent the program by driving awareness thru the planning of meaningful meetings and events with HQ leadership, field leadership, and at key events such as the National Sales Meeting and Division Mid-Year Meetings.
4. Develop comprehensive training programs in collaboration with the change management practice, to support the deployment of POS solutions. Collaborate with POS product teams to understand product functionalities and user requirements. Design engaging and interactive training materials, including guides, online tutorials, and hands-on workshops.
5. Conducts-site and virtual (synchronous and asynchronous) training sessions for end-users, ensuring they are proficient in using the deployed digital solutions in accordance with deployment timelines. Provide one-on-one coaching and support to trainers as needed to facilitate effective learning.
6. Monitor and evaluate the effectiveness of training programs, using metrics to assess user adaptation and proficiency. Gather feedback from trainees and stakeholders to continuously improve training approaches. Prepare and present reports on training outcomes and user adaptation rates to PSG IT and Operations leadership.
7. Work closely with, project managers, product owners, deployment, and digital product teams to align training with overall deployment objectives. Communicate regularly with all the stakeholders to ensure training needs are met and issues are promptly addressed.
8. Collaborate with Knowledge & Support Teams on the development and prioritization of supporting engagements and artifacts including the online Connect Portal, Teams Office Hours Events, Policy & Procedure Manual documentation and videos, and in-app contextual help with connection to SNOW Chat.
9. Stay updated with the latest trends and best practices in digital solution training and deployment. Regularly review and update training materials to reflect changes in digital solutions. Advocate for continuous learning and adaptation as part of the organization's culture.
10. Lead and effectively manage a team of business analysts & provide guidance as needed.
11. Promote adoption of piloted digital solutions with across store volumes, store missions, and, geographies,
12. Provide counselling/coaching, leadership, and support for team members.
13. Actively participate in staff recruitment and retention activities providing input and guidance into the staffing process

FORMAL EDUCATION: (GENERALLY, IF RELEVANT EXPERIENCE IS ACCEPTABLE, THE CANDIDATE MUST HAVE THREE YEARS OF WORK EXPERIENCE FOR EVERY ONE YEAR OF COLLEGE EDUCATION REQUIRED)

• Required:
  
  
  
  • Bachelor's Degree (or foreign equivalent) or in lieu of a degree, at least 6 years in experience in the field of Information Technology or Business (work experience or a combination of education and work experience in the field of Information Technology or Business)
  
  
• Preferred:
  
  
  
  • Oracle Cloud ERP certifications.
  
  

KNOWLEDGE & EXPERIENCE:

Required:

• 6+ years of experience in deploying and supporting large digital solutions.
• Minimum of 3 years of experience in training, preferably in technology or digital solutions.
• Strong understanding of digital solutions and their application in business environments.
• Experience with multiple large-scale programs and projects, leading process optimization efforts and driving standardization is desired.
• Ability to lead a diverse team of business, technology, and consulting resources across multiple work-streams.
• Proven ability to gain credibility at all levels quickly, excellence relationship management skills.
• Demonstrate ability to influence change, supporting implementation of new concepts, tools and transforming culture.
• Stay abreast of 3rd-party software, hardware and custom solutions' updates and new features to continuously drive improvements of training programs.
• Excellent oral and written communication skills with the ability to address issues with tact and diplomacy in order to reach consensus across wide range of diverse business teams.
• Knowledge of POS systems and architecture.

Preferred:

• Well versed with industry leading practices.
• Experience 2 or more end to end implementation lifecycle across multiple geographies while leading a process/function domain.
• Ability to lead the technology teams as well as partner at a strategic level with the senior stakeholders.
• High leadership capacity to influence others.