Senior Change Manager

We are looking for a Senior Change Manager to support the Service AI Program Roadmap within a Diagnostics division delivering in vitro diagnostic solutions, laboratory automation, advanced systems, and modern testing technologies.

This is a business-focused change management role, not an IT role. You will design, execute, and oversee the change strategy for the Service AI Program Roadmap, with a focus on Customer Care transformation, employee engagement, and organizational readiness. You will help prepare, motivate, and support a global workforce—including Field Service Engineers, Customer Support Center Agents, Application Specialists, and Service Leaders—through the transition to new tools, processes, and ways of working.

Experience leading transitions within Customer Care, Customer Service, or global service operations is more important than in-depth AI knowledge.

Quick Facts

• Rate: up to 115 PLN/h
• Start date: ASAP
• Recruitment process: 2 online interviews

Responsibilities

Change Strategy & Business Transformation

• Develop and execute an end-to-end Change Management Plan for the Service AI Program Roadmap, aligned with the wider Service Strategy Change Architecture.
• Lead business change and transition activities across global Customer Care and service organizations.
• Conduct Change Impact Assessments across People, Organization, Processes, Tools, and Data.
• Design change-readiness surveys, pulse checks, and adoption measurements to assess employee engagement and readiness.

Stakeholder Engagement & Resistance Management

• Build trusted relationships with senior leaders, regional teams, business owners, frontline employees, and other key stakeholders.
• Partner with program sponsors and the Global Service Leadership Team to align expectations, communications, and leadership activities.
• Identify and address adoption barriers, including change fatigue, job-security concerns, lack of trust in new solutions, and resistance to established ways of working.
• Develop clear, relevant “What’s In It For Me” value propositions for business and operational groups.
• Influence stakeholders without direct authority and facilitate alignment between teams with differing priorities.

Network Activation & Capability Building

• Coordinate and empower Regional and Affiliate Change Agent Networks across EMEA-LATAM, APAC, and North America.
• Collaborate with People, Learning, Communications, and business teams to develop role-based training and capability-building initiatives.
• Support managers and leaders in guiding teams through complex organizational transitions.
• Facilitate workshops, feedback sessions, and leadership discussions.

Strategic Communication & Feedback

• Partner with Strategic Communications to deliver targeted, clear, and engaging communications at key program milestones.
• Translate complex program information into accessible, human-centered messages.
• Establish two-way feedback mechanisms to gather employee insights and adapt implementation plans.

Requirements

• Master’s degree in Business Administration, Organizational Psychology, Human Resources, Communications, or a related field.
• Professional Change Management certification, such as Prosci/ADKAR or CCMP.
• At least 5–7 years of experience leading complex organizational change, business transformation, or transition programs in global matrix organizations.
• Strong experience supporting transformations in Customer Care, Customer Service, Field Service, contact centers, or other service-oriented environments.
• Proven stakeholder management experience with senior leadership, regional teams, business functions, and frontline employees.
• Excellent communication, facilitation, influencing, coaching, and conflict-resolution skills.
• High emotional intelligence, empathy, cultural awareness, and ability to build trust across organizational levels.
• Ability to manage resistance, sensitive workforce concerns, and challenging stakeholder situations.
• Strong presentation and storytelling skills.
• Fluent spoken and written English.

Additional Information

• Experience with digital transformation programs is valuable; advanced technical or IT expertise is not required.
• Additional languages are an advantage.

Benefits

• Fully remote work from Poland.
• Stable, long-term collaboration.
• Key role in a rapidly growing environment.
• Personal development, support, and training opportunities.
• Work in a friendly, multinational team of experts.
• Exposure to the newest technologies.