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
