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Operations Change Manager

Posted: 23 May 2022 Closes: 22 Jun 2022
Paris, France Competitive
Permanent & Full-time ANK_4046071101

What will be your responsibilities?

Ankorstore's Customer Service is looking for its new Change Manager/Analyst. There are more than 130 people across 4 different sites working for Ankorstore's Customer Service now, and it is only the beginning. We need new people to join the adventure and help us support this growth.

Release Management

You will be in charge of identifying the change and working closely with relevant teams to gather all the required information so that you can plan it accordingly (training, workshop, etc.). You will be responsible for anticipating and executing different test scenarios.

You will define a release plan with relevant stakeholders and be responsible to:
Give visibility on change planification and executionBalance the complexity of changesMake sure we have the capacity to absorb those changes
Manage the change

This role will be at the center of Ankorstore's changes, and you will see that there are a lot. You will be in charge of monitoring these changes and making sure we are not going either too fast or too slow. You will be the one validating changes and responsible for the change calendar.

That means:
that you will be running regular workshops in order to mitigate issues created by changes.Build a release plan with all the relevant stakeholders in order to
Communicate the change

You'll be responsible for making sure that all relevant documents are up-to-date with the changes (training content, knowledge base, ...). You'll be working closely with the Training & Quality team and the Central Customer Experience team, but also with the other Ankorstore's departments. Of course, you will also make sure that all Customer Service Teams are fully aware of the change and understand it.

Implement the change

Depending on the change impact, you will have to make sure that everything is rolling smoothly before deployment. You will also organise training, Q&A and workshop sessions when needed in order to make sure that all our CS Advisors in every site are comfortable with the change. You will report on roll-out strategy and monitor the awareness post implementation.

Report on the change

You will be in charge of monitoring the impact of the change on our metrics and report on it during the weeks following the change implementation. You will also be making recommandations on how we can improve our change management process. If needed, deploy an action plan to reduce frustrations among teams.

What we are looking for :
  • Good written English skills
  • Comfortable with public speaking (in English).
  • Great communication and interpersonal skills
  • Great organisation skills
  • Proven stakeholder management skills
  • Project management skills
  • Similar position in a fast-growing company
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