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The Impact of an Manager, IT Change Management at Coupa:

We are seeking an experienced and forward-thinking Manager, IT Change Management to embed disciplined, scalable change management practices across our IT organization. This role is critical in ensuring that every technology project we deliver — whether a modification to existing software or the full implementation of a new platform — lands successfully with the people who use it.

This is a hands-on and coaching role. For some initiatives, you will directly own and execute all change management (CM) activities end-to-end. For others, you will serve as a strategic coach and advisor to project teams, guiding them to execute CM activities independently. In both modes, you will be the organization's change management standard-bearer, building and maintaining a reusable, shareable CM framework that scales based on project type and complexity.

Critically, we are looking for someone who does not just understand change management — they understand how AI tools can supercharge it. From drafting communications to analyzing stakeholder sentiment, you will leverage AI at every stage of the change lifecycle to deliver faster, smarter, and more impactful outcomes. If you are a strategic thinker, a skilled communicator, and an AI-savvy practitioner who thrives on making change stick, we want to hear from you.

CM Framework Development & Governance

• Design, document, and maintain a scalable, reusable Change Management Framework tailored to IT project types (e.g., software modifications, new implementations, integrations, data analytics, AI delivery) and sizes (small, medium, large/complex).
• Define clear CM role guidance — including when the CM Manager operates in hands-on execution mode versus coaching/advisory mode — with criteria based on project risk, scope, and audience impact.
• Establish standardized CM templates, playbooks, and toolkits (communications plans, stakeholder maps, training matrices, readiness checklists) that project teams can leverage independently.
• Build and maintain an AI-assisted CM project intake and triage process that uses structured inputs to auto-classify project CM requirements, recommend the appropriate CM approach, and generate a first-draft CM plan.

Change Strategy & Impact Analysis

• Partner with IT project leadership to assess the scope, scale, and organizational impact of technology changes across different employee and stakeholder groups.
• Apply proven change management frameworks to develop tailored strategies that drive adoption and minimize resistance.
• Conduct stakeholder analysis and change impact assessments to identify key risks, readiness gaps, and engagement opportunities.
• Leverage AI tools (e.g., AI-assisted survey analysis, sentiment analysis, pattern recognition across past projects) to accelerate and enrich impact assessments and identify adoption risk signals earlier.

Communications & Engagement

• Develop and execute multi-channel communications plans that provide consistent, clear, and timely messaging from project kickoff through post-go-live.
• Write executive announcements, email campaigns, intranet articles, FAQs, and other content that explains the “why” or ‘so what’ behind changes in accessible, human-centered language.
• Create polished, compelling presentations for diverse audiences including executive leadership, business partners, and end users.
• Use AI writing and content generation tools (e.g., Gemini, Claude) to draft, iterate, and personalize communications at scale — including tailored messaging for different stakeholder segments and AI-generated FAQ drafts based on project documentation.
• Develop and manage AI-enhanced feedback loops: use AI tools to analyze open-ended survey responses, identify recurring themes, and surface actionable insights to adjust communication strategies in real time.

Enablement & Readiness

• Design and implement readiness programs including training plans, job aids, support resources, and interactive workshops that prepare employees for technology changes.
• Collaborate with IT and Data delivery teams to ensure enablement materials are accurate, timely, and aligned to real user workflows.
• Establish and manage a change champion network within business teams, equipping champions to serve as advocates and first-line support for their peers.
• Leverage AI-powered learning tools to develop personalized, role-based training content — including AI-generated quick-reference guides, interactive FAQs, and scenario-based simulations tailored to specific user groups.
• Use AI to monitor post-go-live adoption signals (e.g., system usage data, helpdesk ticket trends, survey responses) and proactively identify users or teams who may need additional support or intervention.

Stakeholder Collaboration & Coaching

• Build strong partnerships with IT project managers, technical teams, and business leaders to ensure a cohesive, integrated approach to change.
• Coach project teams on CM best practices, enabling them to independently execute change activities for lower-complexity initiatives using the established framework.
• Measure change initiative effectiveness through surveys, feedback sessions, adoption metrics, and lessons learned — continuously refining the framework based on outcomes.
• Use AI-assisted dashboards and reporting tools to synthesize adoption metrics, stakeholder sentiment, and readiness data into real-time executive summaries and actionable measurements.

Experience & Core Competencies

• 5–7+ years of dedicated change management experience, with a strong focus on IT and technology transformation projects.
• Proven experience applying industry-standard CM frameworks across projects of varying size and complexity.
• Demonstrated ability to operate in both a hands-on practitioner mode and a coaching/advisory capacity, with clear judgment about when each is appropriate.
• Exceptional written and verbal communication skills; proven ability to translate complex technical changes into clear, compelling, human-centered content.
• Expert-level presentation skills, with the ability to confidently engage audiences from frontline employees to C-suite executives.
• Experience building and managing change champion networks.
• Familiarity with project management methodologies and tools (e.g., Agile, Waterfall, Jira, Smartsheet).

AI Fluency & Forward-Thinking Skills

Candidates must demonstrate practical, hands-on experience using AI tools in a professional context — not just awareness of AI. We are looking for someone who has already integrated AI into their change management or communications workflow.

• Hands-on experience using AI tools (e.g., Claude, ChatGPT, Microsoft Copilot, Gemini) for professional tasks such as drafting communications, summarizing documents, generating content, or analyzing feedback.
• Ability to write effective AI prompts (prompt engineering) to produce high-quality, context-appropriate outputs for change management deliverables.
• Experience using AI to accelerate content creation — including stakeholder-segmented communications, training materials, FAQs, and presentations — while maintaining quality and human review standards.
• Familiarity with AI-powered analytics or survey tools to analyze qualitative feedback, identify sentiment trends, and surface patterns in large data sets.
• Demonstrated interest in and ability to evaluate, pilot, and operationalize emerging AI tools relevant to change management, communications, or learning and development.
• Comfort with data and the ability to use AI-assisted reporting to synthesize adoption metrics and present findings clearly to leadership.

Framework & Tooling

• Demonstrated experience designing, documenting, and scaling reusable change management frameworks or playbooks across an organization.
• Ability to tailor CM approaches by project type (software modification vs. new implementation) and project complexity (small tactical release vs. large enterprise rollout).
• Experience creating multimedia content (e.g., videos, infographics, interactive guides) to support change initiatives.

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