Change Manager - Emergency Response

TaskUs USA LLC; Detroit (MI); On-site; USD 97,000 - 145,000; Full time

Job summary

TaskUs USA LLC in Detroit, Michigan is seeking a Learning Experience Change Manager to design, deliver, and oversee training programs that drive operational excellence in high-volume environments.

This role aligns client requirements with frontline execution, develops competencies, and measures adoption through KPIs, ensuring change readiness and sustained performance.

Qualifications

• Experience: 2 years RAD or ERT experience.
• Methodologies: ADDIE, Kirkpatrick, Prosci/ADKAR change frameworks.
• Communication: Exceptional verbal and written skills to translate client directives.
• Data-Driven: Proficiency in tracking learning metrics and adoption KPIs.

Responsibilities

• Training Needs Assessments (TNA): map baseline agent skills and align curriculum with client KPIs.
• Content Oversight: collaborate with instructional designers to build SOPs and upskilling modules.
• Change Readiness & Adoption: measure time-to-proficiency and KPI performance post-training.
• Stakeholder Management: coordinate with client success, operations, and QA leads to address workflow changes.

Skills

Communication

Subject Matter Expertise

Project Management

Job description

About TaskUs:

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 60,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

We have state-of-the-art workspaces, top-notch benefits, and some of the best teammates in the world. No matter where you are around the globe, we invest in you and your career growth. We put our frontline first, period. In doing so, we take your security and safety very seriously to ensure as part of the hiring process.

What We Offer:

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Salary Range:

Salary Range: $97,000.00 - $145,000.00 per year.

Pay Transparency Statement:

The base salary range represents the low and high end of the anticipated salary range for this position across our US locations. The "pay scale" provided is a good faith estimate of the range the employer reasonably expects to pay for the position at the time of hire. Actual salary will be determined based on various factors including, but not limited to, the candidate's qualifications, experience, skills, and specific geographic location.

Benefits:

Benefits: We offer a comprehensive benefits package including medical, dental, and vision insurance; 401(k) with company match; and paid time off including vacation, sick leave, and holidays.

Application Window:

Application Window: This position is expected to remain open until . We recommend that interested candidates apply within 7 days of the posting date to ensure consideration.

Job Description:

The Learning Experience Change Manager is responsible for designing, delivering, and overseeing comprehensive training programs to ensure operational excellence. This role bridges the gap between client requirements and frontline execution, focusing on competency development, process proficiency, and successful change adoption within high-volume operational environments.

Core Competencies:

• Strong Communication and Relationship Building: Proven ability to communicate effectively across diverse teams and organizational levels. The LXM must understand stakeholder needs and translate them into actionable plans while proactively facilitating organizational change.
• Subject Matter Expertise: Acts as a product and process expert, maintaining up-to-date knowledge of the latest policies and procedures. Serves as a primary resource for cross-functional teams, providing confident guidance and resources.
• Project Management: Capable of coordinating complex projects, including scheduling and cross-team communication. Maintains end-to-end oversight of project durations and pivots proactively to mitigate potential pitfalls.

Key Responsibilities:

• Training Needs Assessments (TNA): Evaluate baseline agent skills, map out competency gaps, and align curriculum with client Key Performance Indicators (KPIs).
• Content Oversight: Partner with instructional designers and subject matter experts to build process maps, Standard Operating Procedures (SOPs), and upskilling modules.
• Change Readiness & Adoption: Measure new hire speed to proficiency via assessments and 30-60 day KPI performance after new hire. Establish feedback loops with operational, QA, and client leads to address performance and/or content gaps in new hire training, IKBs, and documented policies. Coordinate stakeholder communication to ensure alignment during client transitions.
• Stakeholder Management: Collaborate with client success teams, operations managers, and QA leads to address workflow resistance.

Qualifications:

• Experience: 2 years RAD or ERT experience
• Methodologies: Strong grasp of adult learning principles (ADDIE, Kirkpatrick) and structured change frameworks (Prosci/ADKAR).
• Communication: Exceptional verbal and written skills to translate complex client directives into digestible floor-level habits.
• Data-Driven: Proficiency in tracking learning metrics, post-training performance curves, and adoption KPIs.

DEI:

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

EEO:

TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees.