Job Description

Change Owner

Location: Nashville, TN

As a Change Owner, you will lead high-impact business transformation initiatives that improve customer experience and operational performance. You'll partner across Operations, Support Ops, Product, Technology, and Customer Experience teams to solve complex problems, align stakeholders, drive adoption, and deliver measurable results. This role offers the opportunity to influence enterprise-wide change, build strategic relationships, and shape how Asurion evolves and grows.

ESSENTIAL JOB SKILLS/DUTIES:
Lead Complex Change Initiatives End-to-End - Lead cross-functional change initiatives from discovery through implementation, managing scope, timelines, risks, dependencies, communications, training, and adoption activities to deliver successful business outcomes.
• Facilitate resolution of issues; guide the right resolutions based on operational impact

Influence Without Authority Across Functions - Partner with Operations, Support Ops, Product, Technology, Customer Experience, and other business teams to align priorities, facilitate decisions, and drive execution through influence rather than direct authority.
• Develop meaningful relationships with administration and other business partners from project-impacting functional areas
• Ability to develop and maintain professional relationships with all members of functional teams. instructions manuals, training materials and evaluation processes

Deliver Measurable Business and Customer Outcomes - Use data, KPIs, customer insights, and operational metrics to identify opportunities, prioritize solutions, measure adoption, and deliver tangible improvements to customer and business performance.

Solve Ambiguous Business Problems - Navigate ambiguity by defining problems, gathering stakeholder input, assessing impacts, identifying risks, and creating actionable plans that drive clarity and momentum.

Act as a Trusted Change Leader and Strategic Partner - Serve as a trusted advisor to business leaders by providing change expertise, facilitating stakeholder engagement, anticipating adoption risks, and ensuring organizational readiness for key initiatives.

What You'll Bring to The Team:
Technical skills:
• Innovative - You drive innovation, definition, deliverables planning and design of new products or projects to deliver against team and company goals. You challenge all members of cross-functional teams to be bold and creative. You funnel that energy into execution plans and ‘new ways of getting things done’
• Divine Discontent - You recognize accomplishments but stay inspired by the next performance milestone, are able to push hard and affect positive change fast in a dynamic high standards environment while maintaining a positive approach
• Customer Devotion - You take on complex challenges and simplify them to avoid making them our customers problems
• Debate, Commit, Implement - You start with the brutal facts, debate, decide then empower to execute
• Roll Up Your Sleeves - You never hesitate to roll up your sleeves and tackle something hands-on
• Stay Humble - You display quiet confidence, never arrogance
• Collaborative - You recognize the importance of your team and everyone around you to help drive results, you are a good partner and teammate
• Help me grow – You share successes and failures with your team intentionally, this helps us all grow and learn rapidly
• Demonstrated effective track record in leading large projects/programs in complex environments
• Project or Program management skills with ability to multi-task and manage projects in a cross functional environment
• Exceptional problem solving, communication and negotiation skills including effective leadership, planning and motivational capabilities
• Excellent verbal and written communication skills, as well as ability to present and explain technical information in a way that establishes rapport, persuade others, and gains understanding

Soft/Leadership skills:
• Active listener; strong communication - verbal and non-verbal. Ability to influence
• Effective problem solver; works through ambiguity; provides options; executes well
• Manages time; self-directed; provides guidance to more junior team members
• Manages relationships with key stakeholders and ensures effective teamwork across team
• Solid business acumen; anticipates obstacles and supports team's success
• Leads change for team members and team's work
• Team leader and supports team to ensure success. Develops trust-based relationships.
• Proactively seek as well as provides coaching and feedback to team and peers
• Engage, inspires team members. Effective at determining work to own and work to delegate.
• Drives for continuous improvement.
• Accountable for performance of team and ensuring a customer first mindset.

EDUCATION AND EXPERIENCE:
Preferred Education and Experience
• BA/BS Degree required; Preferably in Business Management or associated field
• 3+ years of experience managing complex projects/programs
• Background in IT, Operations, or Project Management preferred

NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.
ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS.

THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING.