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.
Your role is:
Change Strategy & Business Transformation
- Develop and execute an end-to-end Change Management Plan for the Service AI Program Roadmap, aligned with the wider Service Strategy Change Architecture.
- Lead business change and transition activities across global Customer Care and service organizations.
- Conduct Change Impact Assessments across five dimensions: People, Organization, Processes, Tools, and Data.
- Design change-readiness surveys, pulse checks, and adoption measurements to understand employee engagement and readiness.
Stakeholder Engagement & Resistance Management
- Build trusted relationships with senior leaders, regional teams, business owners, frontline employees, and other key stakeholders.
- Partner with program sponsors and the Global Service Leadership Team to align expectations, communications, and leadership activities.
- Identify and address adoption barriers, including change fatigue, concerns about job security, lack of trust in new solutions, and resistance to changing established ways of working.
- Develop clear and relevant “What’s In It For Me” value propositions for different business and operational groups.
- Influence stakeholders without direct authority and facilitate alignment between teams with different priorities.
Network Activation & Capability Building
- Coordinate and empower Regional and Affiliate Change Agent Networks across EMEA-LATAM, APAC, and North America.
- Collaborate with People, Learning, Communications, and business teams to develop role-based training and capability-building initiatives.
- Support managers and leaders in guiding their teams through complex organizational transitions.
- Facilitate workshops, feedback sessions, and leadership discussions.
Strategic Communication & Feedback
- Partner with Strategic Communications to deliver targeted, clear, and engaging communication at key program milestones.
- Translate complex program information into accessible, human-centered messages.
- Establish two-way feedback mechanisms to collect employee insights and adapt implementation plans accordingly.
Your skills and experiences:
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Master’s degree in Business Administration, Organizational Psychology, Human Resources, Communications, or a related field.
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Professional Change Management certification, such as Prosci/ADKAR or CCMP, is required.
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At least 5–7 years of experience leading complex organizational change, business transformation, or transition programs within global matrix organizations.
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Strong experience supporting transformations within Customer Care, Customer Service, Field Service, contact centers, or other service-oriented environments is mandatory.
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Proven stakeholder management skills, including cooperation with senior leadership, regional teams, business functions, and frontline employees.
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Experience with digital transformation programs is valuable, but advanced technical or IT expertise is not required.
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Excellent communication, facilitation, influencing, coaching, and conflict-resolution skills.
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High emotional intelligence, empathy, cultural awareness, and the ability to build trust across different levels of an organization.
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Ability to manage resistance, sensitive workforce concerns, and challenging stakeholder situations.
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Strong presentation and storytelling skills.
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Fluent spoken and written English; additional languages are an advantage.
Our client offers:
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Fully remote work from Poland;
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Stable and long-term collaboration;
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The possibility to play a key role in a rapidly growing company;
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A great opportunity for personal development, support, and training;
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The possibility to work in a friendly, multinational team of experts;
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Contact with the newest technologies.