Team Lead, Member Services – Change Management

Responsibilities

• Lead and manage daily activities of 4–5 Mentors with full accountability for new hire support, onboarding effectiveness, and early tenure performance.
• Own and deliver a full-year hiring and training class schedule aligned with Workforce Management staffing forecasts and business demand.
• Define and execute recruiting strategy, including vendor selection, sourcing approach, and candidate pipeline development.
• Partner with Recruiting and HR to ensure consistent candidate flow and successful class fill rates.
• Design and implement new hire training strategies, including both virtual and in-person delivery models.
• Define and maintain training curricula, content expectations, and learning outcomes for onboarding programs.
• Establish and execute a structured post-class support model including mentor‑to‑new hire buddy assignments, peer shadowing, and live call support.
• Ensure ongoing coaching and structured support for all new hires during the first 90 days.
• Track, measure, and report on new hire performance during the first 90 days and identify required interventions.
• Ensure new hires meet defined readiness and performance expectations prior to full production.
• Continuously improve onboarding and recruiting processes based on performance data and business needs.
• Own and lead change management efforts for all new processes, systems, tools, and business updates impacting Member Services.
• Develop and execute communication plans to ensure awareness, understanding, and readiness across the organization.
• Translate complex changes into clear, actionable messaging aligned to frontline execution.
• Partner with Product, Technology, Operations, and Training to ensure consistent messaging and coordinated rollout plans.
• Coordinate and deliver training and enablement efforts required for successful adoption.
• Ensure all communications are timely, accurate, and accessible to frontline staff and leadership.
• Track and report on change adoption, knowledge retention, and execution effectiveness.
• Identify gaps in adoption and implement targeted communication or training actions.
• Maintain structured prioritization, sequencing, and impact management for all changes.
• Serve as the single point of accountability for ensuring changes are successfully adopted and operationalized.

Requirements

• Bachelor’s degree or equivalent work experience
• Proven leadership experience in a contact center, training, recruiting, or operational role
• Experience in talent development, onboarding, and training program design
• Experience leading change management, communications, or organizational rollouts
• Strong ability to manage multiple priorities with clear accountability
• Excellent communication skills with ability to translate complex information into actionable guidance
• Strong analytical and problem‑solving skills
• Ability to operate in a fast‑paced, high‑accountability environment
• Proficiency in Microsoft Office and contact center systems

Core Competencies

Demonstrates expertise in leading and managing onboarding and training programs, with a focus on change management and effective communication strategies. Proven ability to analyze performance data to enhance new hire readiness and operational effectiveness.