Senior Change Manager
Employer: Leading Global Biotech Company
Location: Remotely from Poland
Rate: up to 115 PLN/h
Cooperation model: B2B
Start date: ASAP
Recruitment process: 2 online interviews
We are looking for a Senior Change Manager to join a leading global biotech company.
The role is based within its Diagnostics division, which provides in vitro diagnostic solutions, laboratory automation, advanced systems, and modern testing technologies that support faster and more accurate clinical decisions.
This is a business-focused change management role rather than an IT position. You will design, execute, and oversee the change strategy for the Service AI Program Roadmap, with a strong focus on Customer Care transformation, employee engagement, and organizational readiness.
You will help ensure that a global workforce—including Field Service Engineers, Customer Support Center Agents, Application Specialists, and Service Leaders—is prepared, motivated, and supported throughout the transition to new tools, processes, and ways of working.
Experience leading transitions within Customer Care, Customer Service, or global service operations will be more important than in-depth knowledge of AI technologies.
The role is based within its Diagnostics division, which provides in vitro diagnostic solutions, laboratory automation, advanced systems, and modern testing technologies that support faster and more accurate clinical decisions.
This is a business-focused change management role rather than an IT position. You will design, execute, and oversee the change strategy for the Service AI Program Roadmap, with a strong focus on Customer Care transformation, employee engagement, and organizational readiness.
You will help ensure that a global workforce—including Field Service Engineers, Customer Support Center Agents, Application Specialists, and Service Leaders—is prepared, motivated, and supported throughout the transition to new tools, processes, and ways of working.
Experience leading transitions within Customer Care, Customer Service, or global service operations will be more important than in-depth knowledge of AI technologies.
- Master’s degree in Business Administration, Organizational Psychology, Human Resources, Communications, or a related field.
- Professional Change Management certification, such as Prosci/ADKAR or CCMP, is required.
- At least 5–7 years of experience leading complex organizational change, business transformation, or transition programs within global matrix organizations.
- Strong experience supporting transformations within Customer Care, Customer Service, Field Service, contact centers, or other service-oriented environments is mandatory.
- Proven stakeholder management skills, including cooperation with senior leadership, regional teams, business functions, and frontline employees.
- Experience with digital transformation programs is valuable, but advanced technical or IT expertise is not required.
- Excellent communication, facilitation, influencing, coaching, and conflict-resolution skills.
- High emotional intelligence, empathy, cultural awareness, and the ability to build trust across different levels of an organization.
- Ability to manage resistance, sensitive workforce concerns, and challenging stakeholder situations.
- Strong presentation and storytelling skills.
- Fluent spoken and written English; additional languages are an advantage.