Change Management - People Ops

We’re looking for a hands-on Change Management – People Ops professional to help our Retention and Support teams successfully adopt new processes, improve quality, and develop stronger teams. This role combines change management, QA, training, and continuous improvement. You’ll work closely with QA Analysts, Trainers, content creators, and team leads to turn changes and performance insights into action. What You’ll Do - Coordinate and manage rollouts of new processes, tools, and operational changes. - Drive adoption through clear communication, training, documentation, and follow-up. - Manage and support our QA Analysts and Trainers. - Monitor QA results and performance data to identify trends and improvement opportunities. - Turn QA insights into practical coaching, training, and process improvements. - Coordinate new-hire onboarding and ongoing team development. - Keep training materials, QA standards, and process documentation up to date. - Partner with team leads to improve performance and solve recurring operational issues. - Track whether changes are being adopted and producing the intended results. What We’re Looking For - Experience in change management, People Ops, QA, training, customer support operations, or a related role. - Strong organization and follow-through—you make sure changes actually stick. - Comfortable using data and feedback to identify problems and recommend solutions. - Experience coaching, training, or developing others. - Strong written and verbal communication skills. - Comfortable working independently and adapting when priorities change. - A process-improvement mindset—you look for scalable solutions instead of one-off fixes. Experience in Customer Support, Customer Success, Retention, or BPO environments is a plus. How We'll Know You're Winning - Employee engagement and retention rates improve. - New processes and tools actually get adopted (measured by compliance and feedback). - QA scores consistently improve. - New hires get productive faster. - My team leads tell me you're actually helpful (not just "doing HR stuff").