GCI's Organizational Change Program Manager II will support the company’s strategic and financial goals by executing collaboration activities and changes identified by Customer Experience leadership and other executives. Works directly with multi department stakeholders and Customer Experience leadership to facilitate cross functional working groups and develop iterative changes to meet long term change goals and desired outcomes. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS: Support and drive the mission, goals, operations, and results of the Customer Experience team and the enterprise. Facilitate Collaboration: + Provide leadership to facilitate collaboration of various groups, representing numerous disciplines across the enterprise, in the achievement of the company’s initiatives. Change Coordination: + Continuously track and manage timelines associated with organizational changes and/or collaborative programs. + Manage internal and 3rd party resources to complete documentation, development of training resources, and creation/changes to tools as needed. + Ensure teams are trained to support new processes and tools developed to execute the change + Ensure the planned changes promote and support all types of compliance requirements in the enterprise. + Implement quality assurance and quality control processes and systems. Change Support and Coaching: + Identify and manage anticipated resistance to proposed changes. + Identify and manage critical relationships with key stakeholders. + In partnership with GCI-U and interdepartmental teams develop sustainable training paths to support long term change adherence. + Oversees the completion of process documentation and training material. + Train and develop teams on change management, quality control, and process adherence. Metrics & Validation: + Work directly with stakeholders to develop reports and reporting cycles to measure change success. + Coordinate regular meetings with sponsors, OCLs and leadership to evaluate change success. + Identify and document corrective process changes as they are developed through the life of the change. + Demonstrated ability to work well with others under stressful, time restricted conditions, displaying patience and tolerance and promoting teamwork. + Must be able to articulate information to customers utilizing strong interpersonal skills. + Ability to work effectively with peers and other groups throughout the company for the benefit of our customers. + Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports. + Ability to accurately communicate information virtually and in-person in a clear and concise manner to a range of audiences. + Ability to effectively manage cross-department meetings with detailed agendas, focused discussions, and outcomes. + Ability to work with multiple high priorities under tight deadlines. + Ability to work independently with minimal direct supervision. + Flexible and able to multitask and work within an ambiguous, fast-moving environment. + Possesses a solid understanding of how people go through a change and the change process. + Experience and knowledge of change management principles, methodologies, and tools. + Organized with a natural inclination for planning strategy and tactics. + Demonstrated accuracy and thoroughness while looking for ways to improve current and future documentation, documentation standards, and content management processes. + Experience analyzing challenging problems and situations leading to optimal solutions. + Demonstrated ability to support established policies, procedures, and required audit controls. + Ability to gather and analyze data for processes and systems across the organization. + Effectively interpret and apply standardized principles. + Ability to think independently and weigh the reliability and accuracy of the information obtained. + Ability to identify inconsistencies between existing standards with new information and/or expectations. COMPETENCIES: + ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. + BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles. + COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances. + COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. + COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics. + CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction. + RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations. + RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving. + SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures. + TECHNICAL PROFICIENCY - Strong computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel, SharePoint, MS Project) to complete job duties effectively and support all end users. Organizational Change Program Manager II Grade: E06 Additional Job Requirements: This is an advanced level position working under moderate supervision, requiring the ability to work independently while performing complex and diverse duties under deadlines and operating constraints. Requires comprehensive working knowledge and expertise in areas of responsibility and department policies and procedures. Responsible for managing complex change initiatives. This may include: • Multi-department changes • High dollars change initiatives • Complex cultural changes Additional Competencies: + Must have a comprehensive understanding of company operations, functions, and business philosophy. + Must have the experience to provide functional/technical guidance to lower-level staff while fostering teamwork within area of responsibility. + Requires ability to make and implement routine operational decisions. Minimum Qualifications: Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis + High School diploma or equivalent. + Bachelor’s degree in computer science, project management, business, IT/IS, or a relevant field. + Minimum of five (5) years of experience in Organization Change Management, Program Management/PMO, Project Management, or related background. * Preferred: + Six Sigma Green Belt, PMP, ISO certifications. + Telecommunications experience. + Other relevant telecom industry or job specific certifications. DRIVING REQUIREMENTS: + This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed. PHYSICAL REQUIREMENTS and WORKING CONDITIONS: + Work is primarily sedentary, requiring daily routine computer usage. + Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment. + Ability to accurately communicate information and ideas to others effectively. + Physical agility and effort sufficient to perform job duties safely and effectively. + Ability to make valid judgments and decisions. + Available to work additional time on weekends, holidays, before or after normal work hours when necessary. + Must work well in a team environment and be able to work with a diverse group of people and customers. + Virtual workers must comply with remote work policies and agreements. The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Diversity, Equity, and Inclusion: At GCI, we foster a culture of inclusivity by nurturing an environment where the varied perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community as we grow and empower a diverse workforce that provides equitable opportunity for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law. DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.