Change Enablement & Capability Lead

Purpose
The Change Enablement & Capability Lead helps Customer Care teams successfully adopt new ways of working, build future-ready capabilities, and maximize the value of operational, digital, and AI-driven improvements.

This role focuses on workforce readiness, capability development, adoption, and continuous learning to help ensure changes are successfully sustained.
Key ResponsibilitiesChange Enablement & Adoption


* Support adoption of new tools, processes, technologies, and ways of working.


* Identify readiness risks and adoption barriers.


* Partner with Operations, HR, Training, and Digital teams to embed change into daily operations.

Workforce Capability & Future Readiness


* Assess workforce capabilities against future business needs.


* Identify skill gaps related to AI, digital tools, customer engagement, and problem solving.


* Support capability-building roadmaps and readiness plans.


* Help define future skills and competencies for Customer Care roles.

AI & Digital Adoption


* Support adoption of Smart Agent AI, Copilot, and other digital solutions.


* Assess workforce readiness and confidence in utilizing AI-enabled tools.


* Gather user feedback and identify opportunities to improve adoption and value realization.


* Promote effective and responsible AI usage.

Adoption Insights & Effectiveness


* Monitor adoption, engagement, and capability indicators.


* Identify risks that may impact expected business outcomes.


* Provide data-driven recommendations to improve adoption and workforce effectiveness.


* Track and communicate adoption progress and readiness trends.

Workforce Insights & Continuous Learning


* Establish feedback loops between frontline teams, Operations, CI, Digital, and HR.


* Capture employee insights on adoption challenges and capability needs.


* Translate insights into actionable recommendations.


* Facilitate lessons learned and post-implementation reviews.

Skills & Experience


* Change enablement and workforce readiness


* Capability assessment and development


* AI and digital adoption


* Strong analytical and systems-thinking skills


* Stakeholder management and influence without authority


* Communication, facilitation, and problem solving


* Experience in customer support, service operations, or workforce enablement

Skills & Experience


* Change enablement and workforce readiness


* Capability assessment and development


* AI and digital adoption


* Strong analytical and systems-thinking skills


* Stakeholder management and influence without authority


* Communication, facilitation, and problem solving


* Experience in customer support, service operations, or workforce enablement

Qualifications


* Must possess a Bachelor's Degree in any 4 or 5-year course/major


* Willingness to work during US Business Hours on a hybrid work setup in Rosario, Cavite.

What...