Operator Change Lead

Foundever®; Metro Manila; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Foundever® in Metro Manila, Philippines, seeks an Operational Change Lead to translate transformation programmes into practical live-ops delivery. You will drive deployment readiness, partner with frontline teams, and ensure change initiatives are embedded with minimal disruption.

You will manage change activities, collaborate with WFM, L&D, and operational leaders, and oversee risk, communications, and post-go-live stabilisation to achieve measurable improvements in service performance.

Qualifications

• Experience driving change in live service environments.
• Ability to identify risks and mitigate disruption.
• Experience in large-scale operations, preferably telecom.

Responsibilities

• Act as a key operational change lead for deployment of transformation initiatives; translate plans into practical delivery.
• Develop understanding of each initiative to identify impacts, risks and readiness gaps across people, process, tech and performance.
• Manage Operational Change Managers and provide escalation point when needed.
• Partner with Operator Experience Pods to tailor initiatives to client reality; ensure change is realistic and achievable.
• Collaborate with WFM to assess impacts on forecasting, scheduling, and capacity.
• Define training requirements with Learning & Development to prepare teams ahead of go-live.
• Lead deployment activities, including readiness assessments, cutover planning and go-live execution.
• Monitor adoption and post-go-live performance; coordinate corrective actions as needed.

Skills

Change management

Operational leadership

Stakeholder engagement

Cross-functional collaboration

Job description

The Operational Change Lead is a pivotal role responsible for ensuring transformation initiatives are successfully embedded into live operations with minimal disruption and maximum impact. The role sits at the intersection of transformation programmes and frontline service delivery, providing strong leadership to translate strategic change into practical, achievable, and sustainable outcomes.

Key Responsibilities:

Operational change leadership:

• Act as a key operational change lead for the deployment of transformation initiatives, ensuring programme-level change is converted into clear, practical, and executable operational delivery plans. The plans are tailored to the individual operation, rhythms and needs,
• Develop a deep understanding of each initiative to identify operational impacts, dependencies, risks, and readiness gaps across people, process, technology, and performance.
• Manage and own Operational Change Managers (who are dedicated to Operational sites, to ensure a “boots on the ground” approach). This includes line management, upskilling and acting as the point of escalation.

Cross-functional Collaboration:

• Partner closely within the Operator Experience Pods to tailor each proposed initiative to meet the client operational reality – ensuring the change is relevant, realistic and achievable.
• Own and manage the operational change programme, ensuring that change is sequenced and delivered in a manner which balances risk for the client.
• Work collaboratively with Workforce Management (WFM) teams to assess and mitigate impacts on forecasting, scheduling, capacity planning, and productivity from change.
• Engage with Learning & Development (L&D) to define training and upskilling requirements, ensuring teams are fully prepared ahead of deployment and go-live.

Communications & Engagement:

• Support the creation and execution of clear, targeted communication plans that drive awareness, understanding, and adoption of change across frontline and leadership audiences.
• Act as a trusted conduit between transformation teams and frontline operations, ensuring feedback loops are active, timely, and actionable.

Deployment & Readiness Management:

• Lead and coordinate deployment activities, including operational readiness assessments, cutover planning, and go-live execution.
• Proactively identify, track, and manage risks, issues, and potential operational disruption, ensuring minimal impact to service performance and customer experience.

Adoption, Stabilisation & Performance:

• Support change adoption by ensuring new processes, tools, or ways of working are fully operationalised and sustained post-deployment.
• Specialise in ensuring that the adoption of new technologies is robust and timely through a collaborative approach. Evangelise technologies which will drive real world results.
• Monitor post-go-live performance and stabilisation, taking or coordinating corrective actions where required to protect service outcomes.

Continuous Improvement & Learning:

• Capture insights, learning and new ways of working which drive improved change outcomes.
• Centralise and report back to the organisation on change success/ failures.

Key relevant experience required:

• Change Management: Experience driving change and embedding new ways of working at scale. Strong experience leading operational change and deployment within a complex, live service environment. Clear ability to identify risks and take steps to address proactively.
• Operational Experience: Clear and demonstrable experience in managing, running and enabling operational teams – spanning all core operating principles (hiring, training, WFM, process improvement, managing teams etc). Proven ability to translate high-level transformation initiatives into practical, on-the-ground operational plans
• Experience: 3 years in customer experience, contact centre, or large-scale service operations in both agent and management roles.
• Telecommunications expertise: Demonstrable and relevant practical experience working with and for Telecommunications organisations (B2C, B2B, Quad Play) and a clear understanding of the sector nuances and needs
• Regulatory: Demonstrable experience and knowledge of US Telecommunications regulations and their changing landscape.