OCM Training Lead

Location: Miami, FL – Onsite

Job Summary

We are seeking an experienced Organizational Change Management (OCM) Training Lead to drive business readiness, communications, training, and user adoption for a contact center transformation initiative. The ideal candidate will have strong experience leading training and change management activities for technology implementations, with excellent communication and stakeholder-management skills.

Key Responsibilities

• Develop and execute the OCM strategy, communication plan, stakeholder engagement, and readiness framework.

• Build and manage end-to-end training plans, including:

  • Training materials

  • Learning plans

  • Job aids

  • Quick reference guides

  • Training completion tracking

• Lead Train-the-Trainer (TTT) sessions and enable business trainers to effectively train end users.

• Partner with business stakeholders and implementation teams to align communications, training, deployment, and adoption activities.

• Facilitate workshops, readiness reviews, and stakeholder meetings.

• Support deployment planning, go-live readiness, hypercare, and feedback collection.

• Manage and mentor an offshore OCM Analyst supporting documentation, training materials, communications, and reporting.

• Provide executive-level updates on change impacts, training progress, readiness, risks, and mitigation plans.

• Translate technical concepts into clear, user-friendly training and communication materials.

Required Skills

• Strong Organizational Change Management (OCM) experience.

• Experience leading training and adoption activities for technology implementations.

• Strong experience developing training strategies, learning plans, and training materials.

• Experience conducting Train-the-Trainer (TTT) sessions.

• Strong stakeholder engagement and communication skills.

• Experience facilitating workshops and readiness assessments.

• Experience supporting go-live, deployment, and hypercare activities.

• Strong documentation and presentation skills.

• Experience managing or mentoring team members.

• Ability to communicate technical concepts to business users in a clear and effective manner.

• Strong organizational, leadership, and problem-solving skills.

Additional Requirement

• Must be willing to travel to Miami, FL.