The Enablement Lead - Change Management and AI Specialist is a dual-discipline role that supports the transformation of Global Operations by leading change management delivery and by building practical AI fluency across the organization. The role analyzes business needs, assesses impacts, and implements strategies that drive employee adoption and proficiency, with particular focus on AI-enabled and data solutions. It also designs and delivers the AI enablement and applied-usage programs that help Global Operations employees use approved AI tools confidently, responsibly, and effectively.
Under the direction of the Global Operations Director of Change Management & People Experience, this role partners closely with Operations leaders, GO Enablement Center (GOEC) stakeholders, and cross-functional teams to ensure change initiatives meet their objectives and deliver business value, while minimizing resistance and maximizing engagement. The role also carries a standing portfolio management commitment for the GOEC book of work, including intake, prioritization, governance, and reporting.
This position is based in the Philippines and supports stakeholders across the Global Operations footprint.
Accountabilities:
Change Impact Analysis
Assess organizational, process, and role-level impacts of proposed changes
Develop stakeholder maps and conduct readiness assessments
Analyze feedback and identify areas of risk or resistance
Change Management Planning
Develop and execute change management plans, including communication, training, and stakeholder engagement strategies. Partner on execution with key roles in the Change Coalition including Business Analyst, Trainer, Metrics Lead, Test Lead, and Business Lead(s)
Lead change and adoption on AI-enabled, advanced technology, and data solution deployments
Collaborate with project managers and operations/business leaders to align change activities with project timelines
Monitor adoption metrics and create dashboards or reports for leadership
Ensure production issue resolution path
Set and defend prioritization across competing demands from multiple functions, operating effectively without embedded supervision
AI Enablement Strategy
Contribute to strategy development and lead execution of foundational and advanced AI learning tracks for Global Operations employees, aligned to business priorities and persona-based needs
Translate enterprise AI direction into practical enablement roadmaps, learning plans, and adoption approaches that help teams use AI confidently, responsibly, and effectively
Identify capability gaps, opportunities, and adoption risks that may affect AI fluency, behavior change, or value realization
Partner with functional teams to identify, qualify, and progress AI use cases from idea to effective everyday use
AI Enablement Program Design & Delivery
Design, build, and continuously evolve scalable AI enablement experiences, including curriculum, workshops, labs, office hours, playbooks, guides, and embedded learning support
Own program delivery end to end, including materials development, facilitation, participation tracking, and follow-up coaching
Provide hands-on support and practical coaching to teams as they test, adopt, and operationalize AI-enabled ways of working
Evaluate emerging AI tools and platform capabilities for business relevance, usability, and operations fit, bringing recommendations grounded in employee needs and operational priorities
Share ownership of AI enablement demand across Global Operations, adding capacity and partnership to existing AI fluency efforts
Communication & Engagement
Create clear, targeted communication materials to support change initiatives
Communicate meaningfully, providing appropriate contextual guidance for understanding how employees and external authors use AI solutions and agentic drafting assistants, how new AI tools integrate with editorial judgment, and how accuracy, trust and professional standards are safeguarded
Coordinate and…