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

Employment type
Full-time

Work arrangement
Hybrid