Senior Manager, OneHUB Transformation

The Senior Manager / Manager, Transformation leads workstreams that operate OneHUB’s transformation roadmap. Sitting within the Transformation Office, this role takes the roadmap, phasing, and enterprise-level milestones set by the Transformation Office and turns them into concrete, deliverable systems implementations, end-to-end process redesigns, and operating model changes across OneHUB functions. Through structured delivery, process discipline, and a systems-oriented mindset, this role is a core enabler of OneHUB’s multi-year evolution into an industry-leading customer service organization. Responsibilities Strategic Transformation Program Management • Translates strategic direction into clear workplans, deliverables, and next steps for priority transformation initiatives. • Lead progress of assigned workstreams, helping move initiatives from planning through implementation. • Drive structured problem solving and develop practical recommendations to address issues and support execution. Initiative Advancement & Business Readiness • Conduct research and analysis to inform decisions, clarify requirements, and support advancement of transformation priorities. • Develop materials and tools that help teams execute against agreed plans and sustain progress across initiatives. • Identify execution risks or gaps early and elevate them for resolution. Operating Model & Business Integration • Operationalize operating model decisions (e.g., roles and responsibilities, decision rights, service levels, offshoring transitions) into concrete process, system, and organizational changes across OneHUB and its functional partners • Develop standard transformation artifacts (SOPs, transition plans, and playbooks) that can be reused across workstreams, functions, and geographies Cross-Functional Collaboration & Stakeholder Engagement • Partner closely with Change Management & Communications, Innovation Excellence, PMO, Operations, and functional leads to ensure systems and process changes are well sequenced, well understood, and well adopted • Coordinate with external hub operators, system vendors, and implementation partners on delivery timelines, technical dependencies, and quality of execution • Work hand-in-hand with Change Management & Communications to ensure frontline readiness, stakeholder alignment, and smooth adoption of process and system changes Reporting & Strategic Input • Provide regular, structured reporting on systems and process workstream status, delivery milestones, risks, and business impact to the Transformation Office and OneHUB leadership • Inform the refresh of the OneHUB transformation roadmap by surfacing execution learnings, operating model gaps, and sequencing opportunities across systems, processes, and organizational design Experience Required • 10+ years of experience in transformation delivery, large-scale systems implementation, business process redesign, operations, or management consulting • Demonstrated track record of leading complex, cross-functional implementations through the full lifecycle with measurable operational impact • Strong process design and systems thinking skills, including hands-on experience developing SOPs, playbooks, and transition plans • Proven ability to influence, align, and drive delivery across senior cross-functional stakeholders spanning business, operations, and technology • Must have demonstrated organizational and planning skills, excellent verbal and written communication skills • Must have demonstrated strong project management skills with successful delivery of projects • Must be able to effectively facilitate the resolution of complex technical, analytical and business issues across functional lines Education Required • Bachelor’s degree in business administration, information technology, engineering, operations management, or a related field required • Master’s degree, MBA or equivalent preferred Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​ • The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future. ​ • We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​ • This job is eligible to participate in our long-term incentive programs. ​ Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. 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