Senior Manager

Senior Manager / Manager, TransformationThe Senior Manager / Manager, Transformation leads workstreams that operate OneHUB's transformation roadmap. Sitting within the Transformation Office, this role takes the roadmap, phasing, and enterprise-level milestones set by the Transformation Office and turns them into concrete, deliverable systems implementations, end-to-end process redesigns, and operating model changes across OneHUB functions. Through structured delivery, process discipline, and a systems-oriented mindset, this role is a core enabler of OneHUB's multi-year evolution into an industry-leading customer service organization.ResponsibilitiesStrategic Transformation Program ManagementTranslates strategic direction into clear workplans, deliverables, and next steps for priority transformation initiatives.Lead progress of assigned workstreams, helping move initiatives from planning through implementation.Drive structured problem solving and develop practical recommendations to address issues and support execution.Initiative Advancement & Business ReadinessConduct research and analysis to inform decisions, clarify requirements, and support advancement of transformation priorities.Develop materials and tools that help teams execute against agreed plans and sustain progress across initiatives.Identify execution risks or gaps early and elevate them for resolution.Operating Model & Business IntegrationOperationalize operating model decisions (e.g., roles and responsibilities, decision rights, service levels, offshoring transitions) into concrete process, system, and organizational changes across OneHUB and its functional partnersDevelop standard transformation artifacts (SOPs, transition plans, and playbooks) that can be reused across workstreams, functions, and geographiesCross-Functional Collaboration & Stakeholder EngagementPartner closely with Change Management & Communications, Innovation Excellence, PMO, Operations, and functional leads to ensure systems and process changes are well sequenced, well understood, and well adoptedCoordinate with external hub operators, system vendors, and implementation partners on delivery timelines, technical dependencies, and quality of executionWork hand-in-hand with Change Management & Communications to ensure frontline readiness, stakeholder alignment, and smooth adoption of process and system changesReporting & Strategic InputProvide regular, structured reporting on systems and process workstream status, delivery milestones, risks, and business impact to the Transformation Office and OneHUB leadershipInform the refresh of the OneHUB transformation roadmap by surfacing execution learnings, operating model gaps, and sequencing opportunities across systems, processes, and organizational designQualificationsExperience Required10+ years of experience in transformation delivery, large-scale systems implementation, business process redesign, operations, or management consultingDemonstrated track record of leading complex, cross-functional implementations through the full lifecycle with measurable operational impactStrong process design and systems thinking skills, including hands-on experience developing SOPs, playbooks, and transition plansProven ability to influence, align, and drive delivery across senior cross-functional stakeholders spanning business, operations, and technologyMust have demonstrated organizational and planning skills, excellent verbal and written communication skillsMust have demonstrated strong project management skills with successful delivery of projectsMust be able to effectively facilitate the resolution of complex technical, analytical and business issues across functional linesEducation RequiredBachelor's degree in business administration, information technology, engineering, operations management, or a related field requiredMaster's degree, MBA or equivalent preferredWhere We WorkRole is primarily site- or office-based but can occasionally be performed remotely. Employees who are site/office-based and can occasionally perform their role virtually work both in the office and remotely*, following the policies and regulations in place at their location. US Employees must be in the office on Tuesday, Wednesday, and Thursday with flexibility to work remotely on Mondays and Fridays. Three days in the office is the minimum; some individuals or teams may require more in-office days due to meetings, business/project needs or their role.