Change Management Specialist, Member Support

The Change Management Specialist will plan, execute and contribute to training, education and communications bridging the Member Support and product/engineering teams at Credit Karma.  The Change Management Specialist reports to the Training Manager, and helps to manage the smooth and effective flow of product and service changes to the customer service team, manage the escalation of service interruptions, issues with product releases, as well as bug reports from Member Support to the appropriate product/engineering teams. We will look to you to help guide and train personnel at both an external call center and the internal support team.

What You Get To Do:

  • Identifies and captures new and updated process flow for product and service changes, as well as communications from members that are relevant to product issues and/or bug reporting
  • Assesses the impact and possible risk of proposed changes
  • Maintains and improves training documentation to ensure all materials are always up-to-date
  • Develops and distributes timely communications regarding product/service changes to stakeholders in relevant projects, such as bulletins or short presentations
  • Partners with both local and offsite support teams to develop change and communication toolkits, including change impact analyses, stakeholder maps, and briefing documents
  • Present training material in person and coordinates with site management on training needs
  • Creates comprehensive tools to deliver product/service changes, including written and visual presentations, manager talking points, basic graphics, etc.
  • Consults with stakeholders to ensure effective delivery of policy interpretation and/or problem resolution
  • Keep training materials and knowledge-bases up to date
  • Develop and manage training leads, both on- and off-site, as well as change management partners and/or specialists
  • Work with Training Manager to reach goals across the entire support team

Our Ideal Candidate:

  • 1+ years in developing and delivering training in trainer-to-agent and train-the-trainer situations
  • Has experience with Atlassian products, including Confluence and Jira, and can clearly communicate and escalate issues from the support to product/engineering teams
  • Excellent communication skills both written and verbalProficiency with Microsoft Office and/or Google documents/slides/spreadsheetsExperience in capturing and effectively communicating new process workflows, including both written and presentation skills (basic design and/or photo-editing skills helpful)
  • Excellent customer service skills with a dynamic personality
  • Must be flexible and comfortable to work in a rapid, evolving climate


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