Change Manager - San Ramon, United States - Five9

Description

Job Description

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

The Change Manager is responsible for developing, updating, and enforcing adherence to the cloud operations change management policy and procedures in alignment with customer contractual obligations. This is a hands-on position to perform day-to-day and strategic tasks including running various customer facing and internal change meetings and generating regular metrics reports. The ideal candidate for this role will have a deep understanding of change management (and its importance), excellent project management skills, great communication skills, and a deep level understanding of cloud-based technical infrastructure and operations.

The Change Manager will work with senior business leaders to understand their needs and address them through executable strategic change initiatives. We are looking for someone with strong change management and communication abilities who excels in creatively managing change within complex matrixed organizations.

This individual will be responsible for managing customer-facing aspects of change management and stakeholder communication. Responsibilities include but not limited to, Change Management, Change Request, and the Change Approval Board (CAB). The ideal candidate has a technical background and acumen that supports their ability to represent complex technical operational Changes in a customer-facing role.

The position reports into the VP, Customer Support and will require cross-function involvement with all Technical and Cloud Operations leadership in day-to-day activities.

Key responsibilities:

• Work closely with subject matter experts and leadership to develop and drive change management initiatives with focus on operational efficiency, risk mitigation, and stability.
• Define roadmaps in-line with customer expectations, change and CAB requirements, and contractual adherence.
• Confidently represent details of customer change requests in customer facing change meetings
• Ability to internally manage customer requested modifications to change requests
• Maintain policies, procedures, and standards in line with current and emerging change requirements.
• Align closely with Cloud Operations teams policies and procedures
• Strong ability to present to executives and engage with all levels in the organization.
• Ability to navigate changing priorities, evolving deadlines and logically sequence work to meet the overall needs of the Day-2 service.
• Ability to make connections across workstreams and matrixed organizations.
• Extremely high attention to detail with exceptional writing and editing skills.
• Develop and execute full lifecycle change management activities, including change impact assessments, stakeholder analysis, stakeholder engagement, communications, training development, and training and workshop facilitation.

Key Responsibilities:

• Manage all aspects of change management including running various change meetings, assessment, planning and risk management
• Ensure all change tickets are complete and accurate (before change meetings and after implementation)
• Participate in post-change reviews and collaborate with Customer Support teams on change related incidents, preventative measures, and subsequent problem resolution.
• Generate regular KPI/metrics reports as needed
• Champion ongoing initiatives to implement best practices in Change Management
• Create/maintain all change management documentation including policies and procedures
• Assist end users with the change process and tool questions
• Liaison between various operations teams and OSS team (responsible for supporting the ITSM tool) on defects and feature requests

Key Requirements:

• 5+ years of change management experience in a cloud/technical operations environment
• Deep understanding of IT Service Management ITIL v3 foundation or above required.
• Solid experience using/administering ITSM tools (Remedyforce & JIRA preferred)
• Excellent project management skills
• Business Analyst experience is a huge plus (requirements gathering, tools selection & implementation, vendor management)
• Great verbal and written communication skills
• BS or equivalent experience

This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid.

#LI-FI

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

View our privacy policy, including our privacy notice to California residents here:

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.