Senior Manager, Global Organizational Development

TeleTech Holdings, Inc.; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health Insurance

FSA/HSA

401(k)

Vacation & Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Percepta College

Perci Perks

Job summary

Percepta is seeking a Senior Manager, Global Organizational Development to lead the culture-as-strategy agenda and partner with the VP of Global Human Resources. The role is about diagnosing where culture, capability, and performance break down, designing strategic interventions, and proving impact with engagement and retention metrics.

You will own key models and certification pathways, collaborate across markets, and drive leadership development initiatives that align with the TVE Living

Qualifications

• Master’s degree in Organizational Development or related field.
• Formal OD training or credentialing from recognized bodies.
• Certification in HPWP or comparable OD methodology.
• 8–10+ years of progressive organizational development experience in global/matrixed settings.
• Experience building competency models and development pathways.

Responsibilities

• Translate the HR strategy into an OD roadmap with a culture-as-strategy focus.
• Diagnose engagement, performance and capability gaps using data and analytics.
• Own the TVE Living Enterprise capability model and its application across roles.
• Design and certify facilitators for Culture Training and Leadership Workshops.
• Build and connect competency frameworks to development architectures and certifications.
• Pilot OD interventions in select markets before global rollout.
• Develop and govern the weekly development block and rotation programs.

Skills

Executive presence

Global OD experience

Change management

Data-driven decisions

Leadership development

Education

Master’s degree in Organizational Development

Job description

At Percepta, we bring first-class service across each market we support. As a Senior Manager, Global Organizational Development, you’ll own Percepta’s culture-as-strategy agenda — partnering directly with the VP of Global Human Resources to turn a High Performance Workplace from an aspiration into something measurable, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Senior Manager, Global Organizational Development owns Percepta’s culture-as-strategy agenda — translating the HR Strategy’s Culture and HR Delivery priorities, the TVE Living Enterprise capability model, and CORE Leadership into a coordinated program that makes a High Performance Workplace measurable, not aspirational. This is a consultative OD role, not a training-delivery or program-coordination role: the person in this seat diagnoses where culture, capability, and performance are breaking down, designs the intervention, and proves it worked in engagement, retention, competency, and performance data, acting as the VP of HR’s internal OD partner — trusted to shape the strategy, not just execute someone else’s design.

During a Typical Day, You’ll

• Partner directly with the VP of HR to translate the HR Strategy’s Culture, HR Delivery, and Resilience priorities into a coordinated OD roadmap
• Diagnose engagement, performance, and capability gaps using data — E-SAT, retention, SWOT findings, and workforce analytics — not assumption
• Own the TVE Living Enterprise capability model as a working tool, keeping the six domains current and translated into role- and team-level development requirements
• Own the design integrity and continuous improvement of CORE Leadership across all six phases (Vision, Charter, Roles & Responsibilities, Job Profiles, How We Work, Development Plans)
• Design and certify facilitators for the Culture Training / Leadership Workshop, including the Trust Continuum and the 8 Elements of High-Performance Workplace
• Build the competency and capability frameworks that connect CORE, Culture Training, and the HR Capability Model into one coherent development architecture
• Pilot new OD interventions with select markets or HR Centers of Excellence before global rollout
• Own the design and governance of the weekly development block — job mastery, certifications, cross-discipline growth, and applied practice
• Design and run the Big Gig quarterly rotation program — nomination, matching, rotation, and debrief — tied to development-plan gaps and succession/bench depth
• Build certification pathways (SHRM, HPWP, and other role-relevant credentials) and track completion as a capability-building metric
• Embed the Bloom Growth/EOS weekly L10 rhythm as the operating habit that carries OD work from plan to traction
• Build and maintain the scorecard connecting OD activity to engagement, retention, competency attainment, and performance outcomes, and report impact to the VP of HR and HRLT on a governed cadence

What You Bring to the Role

• Master’s degree in Organizational Development, Industrial-Organizational Psychology, Human Resources, or a closely related field, or equivalent practitioner depth, is required
• Formal OD training and credentialing from a recognized body (e.g., NTL Institute, Georgetown, Pepperdine, or American University OD certificate programs; ODN; ICF/CCE coaching credential) or equivalent depth of practitioner training is required
• Certification in a High Performance Workplace (HPWP) or comparable OD/culture methodology is required, with the ability to design and facilitate at a consultative level
• Change management certification (Prosci or equivalent) is advantageous
• 8–10+ years of progressive, specialized organizational development experience is required; general HR generalist experience without dedicated OD depth is not a fit
• Documented track record designing and deploying enterprise leadership or culture programs with measurable before/after results in engagement, retention, competency attainment, or performance
• Demonstrated experience building competency or capability models and converting them into development pathways, certification tracks, or rotation programs that people actually complete
• Global or multi-country OD experience operating inside a matrixed organization, adapting programs across cultures and markets, is required
• Executive presence and consulting skill, with the ability to advise a VP of HR and senior business leaders on organizational design and change
• Experience running or embedded in an EOS/Traction-based or Bloom Growth operating rhythm is advantageous
• Experience in a BPO, contact center, or high-volume customer experience environment is advantageous
• Experience partnering with or presenting directly to a CEO or executive leadership team on culture and workforce strategy is advantageous

What You Can Expect

• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantages points and allows every individual to bring value to the table in their unique way.