Director Change Management

Purpose: The Director of Change Management leads project change management initiatives to drive successful adoption of technology and business transformation projects, providing both strategic direction and hands-on execution to drive successful adoption and minimize organizational disruption.

Essential Functions:

• Partners with Information Technology, Operations, and PMO leadership to integrate change management into project lifecycles, ensuring change activities align with project timelines and deliverables while maximizing project value
• Develops and implements project change management strategy, methodologies, and governance frameworks for technology and business transformation initiatives
• Directly owns and manages project change execution, including stakeholder assessments, communication plans, training strategies, and adoption activities for technology and business transformation initiatives to drive successful project outcomes
• Leads tactical change management activities including resistance management, readiness assessments, impact analyses, and change champion opportunities for assigned technology and business process initiatives
• Oversees change management planning and delivery for multiple concurrent projects, applying consistent methodology while tailoring approaches to project-specific needs, as well as stakeholder expectations and requirements
• Directs and develops change management practitioners, building organizational capability in project change management best practices and fostering a culture of change readiness
• Designs and executes stakeholder engagement and communication strategies that build awareness, understanding, and commitment during project lifecycles
• Conducts change impact assessments and readiness evaluations for proposed initiatives, providing recommendations to leadership on timing, approach, and resource requirements
• Collaborates with Operations, Learning & Development, and business unit leaders to identify gaps and develop targeted solutions that support project adoption and minimize business disruption
• Facilitates cross-functional collaboration and serves as an advisor to project teams and leadership on change strategies, resistance mitigation, and stakeholder management
• Establishes and tracks change metrics including adoption rates, readiness scores, and stakeholder feedback; provides regular reporting to leadership on change effectiveness and project readiness

Reporting Relationship: The Director of Change Management reports to the Senior Vice President of Transformation Office & Enterprise PMO

Minimum Qualifications, Knowledge, Skills, and Work Environment:

• Education and Experience: The combination of education and professional experience must exceed 8 years:
• In a leadership role: Requires 3 years of experience leading a team of professionals engaged in developing and executing change management programs
• In a technical role: Requires minimum of 8 years of experience engaged in developing and delivering change management programs
• A bachelor’s degree in a program related to the functional area can count for 3 of the eight-year requirement
• An MBA or a master’s level degree in a program related to the functional area can count for an additional 2 years of the eight-year requirement
• In the industry: 3-5 years of Hospitality, F&B and/or Retail experience
• Specialized Training:
• Training that leads to an in-depth understanding of change management
• Specialized Skillset/Competencies/Traits:
• Ability to drive results through collaboration rather than direct control
• Demonstrated experience managing multiple concurrent projects and prioritizing resources across competing initiatives
• Strong organizational skills with keen eye for detail
• Ability to quickly understand existing processes, relationships, and organizational dynamics
• Proven ability to identify, assess, and mitigate project and organizational risks
• Systematic approach to documenting processes, decisions, and lessons learned for future reference
• Business acumen and also has the mindset required to understand the long-term implications of financial planning and to advance the organization’s goals
• Demonstrated history of understanding the needs of the business, stakeholders, the employee population and individual circumstances
• Demonstrated history of creating and maintaining positive work environments through coaching, developing, and leading teams to achieve common goals
• Location/Travel:

• • This position may be based at either North America Support Center in Bethesda, MD
  • Occasional travel to other locations may be required based on business needs
  • Flexibility for virtual collaboration across multiple time zones