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 i