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Job Description The Business Readiness Manager ensures the successful implementation of customer experience transformations by driving program-wide change management across the organization. This role takes a holistic, roadmap-driven approach to business readiness, ensuring that experience-led initiatives are seamlessly adopted at all operational levels and aligned with strategic objectives.
This role is distinct from IT Business Readiness, which focuses on deployment change management by ensuring proper protocols, system transitions, and technical readiness. Instead, the Business Readiness Manager under the Experience Leads focuses on organizational change management from a program-wide perspective, ensuring alignment across business units, operations, customer service, marketing, and digital teams to support long-term experience transformation.

Duties and Responsibilities:Drive Program-Wide Business Readiness for Experience Initiatives – Ensure all impacted business units are prepared for new customer experiences and journey transformations.Change Management Across Experience Roadmap – Oversee and execute change management strategies that align with long-term experience goals, beyond just individual deployments.Cross-Functional Alignment for Organizational Readiness – Work with operations, frontline teams, customer support, retail, digital, and marketing to ensure smooth execution.Business Impact Analysis & Risk Mitigation – Assess and proactively address challenges related to new experience rollouts across multiple functions.Stakeholder Engagement & Governance – Ensure leadership and key decision-makers are aligned with experience transformation efforts.Training, Enablement & Process Integration – Develop learning and capability-building programs to support business-wide adoption of experience changes.Readiness Monitoring & Post-Implementation Adjustments – Track performance and continuously optimize based on business feedback and operational performance.Top 3-5 Deliverables:Experience Program Readiness Roadmap – A structured plan ensuring business alignment with experience transformation initiatives.Stakeholder Engagement & Readiness Plans – Ongoing alignment with key teams to ensure smooth integration of new experiences.Business Impact Assessments & Change Risk Reports – Proactive identification of readiness challenges and mitigation strategies.Organizational Training & Capability Building Strategy – Workshops, training materials, and learning programs for business units.Post-Implementation Readiness Monitoring & Evaluation – Analysis of organizational adoption, stabilization period, issue resolution and success factors.KPIs:Cost to acquire/serve/operateAdoption RatesNet Promoter Scores / Customer Satisfaction Scores Episode SLAs

Competencies:Strong written and verbal communication (including technical writing) skillsStakeholder management and risk managementUnderstanding of systems engineering and modeling concepts

Requirements:Business BackgroundTechnical BackgroundProcess BackgroundCustomer know-how

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

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