The Change Enablement & Capability Lead helps Customer Care teams successfully adopt new ways of working, build future-ready capabilities, and maximize the value of operational, digital, and AI-driven improvements.

About the Role

This role focuses on workforce readiness, capability development, adoption, and continuous learning to help ensure changes are successfully sustained.

Responsibilities

Change Enablement & Adoption

Support adoption of new tools, processes, technologies, and ways of working.
Identify readiness risks and adoption barriers.
Partner with Operations, HR, Training, and Digital teams to embed change into daily operations.

Workforce Capability & Future Readiness

Assess workforce capabilities against future business needs.
Identify skill gaps related to AI, digital tools, customer engagement, and problem solving.
Support capability-building roadmaps and readiness plans.
Help define future skills and competencies for Customer Care roles.

AI & Digital Adoption

Support adoption of Smart Agent AI, Copilot, and other digital solutions.
Assess workforce readiness and confidence in utilizing AI-enabled tools.
Gather user feedback and identify opportunities to improve adoption and value realization.
Promote effective and responsible AI usage.

Adoption Insights & Effectiveness

Monitor adoption, engagement, and capability indicators.
Identify risks that may impact expected business outcomes.
Provide data-driven recommendations to improve adoption and workforce effectiveness.
Track and communicate adoption progress and readiness trends.

Workforce Insights & Continuous Learning

Establish feedback loops between frontline teams, Operations, CI, Digital, and HR.
Capture employee insights on adoption challenges and capability needs.
Translate insights into actionable recommendations.
Facilitate lessons learned and post-implementation reviews.

Qualifications

Must possess a Bachelor's Degree in any 4 or 5-year course/major
Willingness to work during US Business Hours on a hybrid work setup in Rosario, Cavite.
Background in change enablement and workforce readiness
Experience in capability assessment and development, AI and digital adoption

Required Skills

Strong analytical and systems-thinking skills
Stakeholder management and influence without authority
Communication, facilitation, and problem solving
Experience in customer support, service operations, or workforce enablement

NAM Change Enablement & Capability Lead