New

Senior CX Change Management Specialist

Altium Packaging
tuition reimbursement, 401(k)
United States, Georgia, Atlanta
Aug 13, 2025
Location Address: 2500 Windy Ridge Parkway, Atlanta, Georgia 30339 Work Shift: Salary Exempt (United States of America) The Senior CX Change Management Specialist is a strategic and hands-on role responsible for driving successful adoption of CX technologies and processes across the organization. In this position, you'll play a critical role in enabling the success of upcoming CX initiatives, starting with a major eCommerce platform launch in October. You'll lead change management efforts internally and externally, ensuring that teams and customers are ready, informed, and supported. You'll also build and maintain a self-service Knowledge Base and serve as Tier 1 support for the applications managed by the CX Technology team. The ideal candidate is a strong communicator, a self-starter and systems thinker who thrives at the intersection of process, people, and technology. Key Responsibilities: Change Management & Technology Rollouts Design and implement change management strategies and plans for new CX tools and process improvements Conduct impact assessments and readiness evaluations across functions and plants. Partner with cross-functional teams to support pilot programs, user testing, and phased rollouts. Define measures of success that can be measured and quantified post go-live. Develop communication plans for rollouts, updates, and training opportunities to stakeholders at all levels. Knowledge Base & Documentation Develop and manage a centralized, searchable knowledge base containing SOPs, how-to guides, and FAQs. Collaborate with subject matter experts to create and maintain accurate and user-friendly content. Proactively identify knowledge base & support needs within the organization through peer outreach and internal investigation. Standardize documentation with consistent formatting, naming conventions, and tagging. Monitor usage analytics and continuously improve content based on feedback and needs. Training & Enablement Create onboarding and training programs to support end-user learning and technology fluency. Deliver live or recorded training sessions to plant personnel and internal teams. Promote a self-service support culture by enabling users with accessible, up-to-date documentation. Tier 1 End-User Support Serve as the first point of contact for support related to CX tools and platforms. Triage user issues, provide quick resolution, or escalate to appropriate technical teams. Maintain a log of common support issues and drive proactive improvements to reduce recurring tickets. Reasonable mandatory overtime may be required due to business needs. Qualifications: Bachelor's degree in Business, Communications, Information Systems, or related field. 5+ years of experience in change management, training, knowledge management, or user support; preferably in a manufacturing or B2B environment. Strong understanding of Scribe or similar knowledge base systems. Strong understanding of Sharepoint or similar content management systems. Strong experience in using CRM systems (e.g. Dynamics CRM, Salesforce, Hubspot, etc) Experience with change management frameworks preferred. Proficiency in Microsoft 365 (Teams, PowerPoint, Excel) Excellent communication and interpersonal skills; comfortable working across functions and levels. Must be a proactive self-starter who independently drives outcomes. *Altium Packaging, Our Culture Differentiates Us!* We incorporate our Guiding Principles into all aspects and at all levels of the organization and use them as a framework for decision-making. We believe our Guiding Principles foster a culture of excellence that benefits both employees and customers. *Our Guiding Principles* Act with Integrity & in Compliance Drive Value Creation Be Disciplined Entrepreneurs Focus on the Customer Act with Humility Treat others with Dignity and Respect Seeking Fulfillment in your Work We Believe in Rewarding our Most Important Resource - Our People! We show our commitment to Total Rewards by providing a competitive, comprehensive benefits package. In addition to medical, dental and vision plans, company holidays and vacation days, tuition reimbursement, learning and training opportunities, bonus potential, and a 401(k) plan with company contributions, Altium Packaging locations offer rewards and recognition programs and opportunities to make a difference in the community. EEO Statement We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. Take your career to the next level at Altium Packaging!