The Accounts Receivable (AR) Technology Change Lead will drive the full lifecycle of change management and ongoing adoption initiatives that quickly get employees up-to-speed when new AR tools and features are deployed. This role involves securing buy-in for new features, educating employees, overcoming internal resistance, and collaborating across global training, operations, and technology teams. The lead will gather user feedback and usability data to develop comprehensive change plans, user training, and communication strategies. They will establish measurable usability objectives and shared adoption goals to accurately evaluate the impact of change initiatives on user experience and operational metrics. They will effectively communicate change programs and progress to key stakeholders, building support and alignment from leadership.
The successful Change Lead will possess strong program management, technical, and interpersonal skills. They will be able to aggregate feedback and data from multiple sources, including customer needs, technology roadmaps, and business requirements, to create effective change management and go-to-market plans. The ideal candidate will excel at educating users on complex systems, supporting employees through transformational changes, and driving overall technology adoption. Undeterred by ambiguity, they will persist in delivering solutions with measurable results and are willing to take a hands-on approach to ensure programs exceed expectations. An instrumental contributor to the overall AR Technology strategy, they will provide continuous user support, enabling employees to maximize the value of available applications and technologies to achieve individual and team goals.
Key job responsibilities
- Develop, execute and steward change initiatives with clear objectives, success measures, and deliverables that return value from AR technology investments
- Aggregate and analyze inputs from multiple sources to develop complex change strategies that effectively educate and empower users with a variety of technology needs and learning styles
- Develop tools and materials that enable users to adopt best practices and increase efficiency, includes on-demand self-help, online/in-person learning, user communities, and multi-channel communications
- Partner closely with product and technical teams to deliver change strategies and solutions that support technology roadmaps and goals; lead discussions to achieve alignment on project scope and outcomes
- Understand, measure and evaluate how change initiatives impact customer experience and business outcomes, propose and implement recommendations that continuously improve results
- Anticipate risks, prevent/remove blockers, and build contingency plans that unblock projects and increase speed of delivery through risk mitigation, problem solving and effective escalation
- Effectively communicate and align on change objectives, strategy, and milestones with senior leaders and key stakeholders
