Description
Position Summary
The Consultant, Enablement & Engagement is responsible for driving the adoption and sustained use of new processes, tools, technologies, and ways of working across Platform Services & Support (PSS).
Working with leaders, site managers, supervisors, champions, subject-matter experts, and change and training teams, this role develops and executes enablement, engagement, communication, and adoption plans aligned with business priorities.
The Consultant focuses on the people and process aspects of change, ensuring employees understand what is changing, why it matters, and how to apply new capabilities effectively. The role uses extensive knowledge of PSS operations and business processes to address complex adoption challenges, improve existing practices, and develop practical, scalable solutions.
Key Responsibilities
Enablement and Adoption
- Develop and execute enablement and adoption plans for new processes, tools, platform capabilities, and organizational changes.
- Translate strategic objectives and complex business changes into practical activities that support employee readiness, understanding, and sustained usage.
- Assess change impacts, stakeholder needs, adoption risks, and areas of potential resistance.
- Recommend solutions to address adoption barriers and improve employee and business outcomes.
- Align activities with PSS priorities and established change-management methodologies.
Stakeholder Engagement
- Serve as a trusted advisor to PSS leaders, site managers, supervisors, champions, subject-matter experts, and other stakeholders.
- Build alignment, ownership, and commitment across impacted teams and locations.
- Partner with change, training, communications, product, process, and operational teams to coordinate implementation activities.
- Facilitate discussions with business stakeholders and super users to identify communication, training, process, and adoption requirements.
- Maintain an active network of site contacts and champions to support local readiness and adoption.
Implementation and Readiness
- Lead enablement and engagement activities throughout the implementation lifecycle.
- Develop and maintain stakeholder, communication, training, readiness, and adoption plans.
- Provide input into business requirements, process maps, testing approaches, implementation strategies, and user-experience considerations.
- Assess readiness across impacted PSS locations and identify risks, gaps, dependencies, and corrective actions.
- Ensure changes are launched with clear communications, appropriate training, defined ownership, and effective user support.
- Monitor progress and adjust the enablement approach to support a seamless transition and achievement of business objectives.
Communications and Training
- Develop clear, audience-specific communications explaining the purpose, impact, benefits, and expectations associated with a change.
- Collaborate with instructional designers and training leaders to develop learning materials, workshops, job aids, and supporting resources.
- Review training content to ensure business relevance, operational accuracy, and alignment with user needs.
- Lead virtual and in-person training, workshops, engagement sessions, and leadership briefings.
- Ensure users understand new processes, responsibilities, tools, and available support channels.
Adoption Measurement and Sustainment
- Define adoption measures, success criteria, feedback mechanisms, and reporting requirements.
- Monitor readiness, employee engagement, usage, process compliance, and adoption during and after implementation.
- Analyze quantitative and qualitative information to identify adoption gaps, delays, or resistance.
- Provide post-implementation reporting, insights, and recommendations to business and enablement leaders.
- Partner with PSS site contacts, product liaison, process, and training teams to address identified issues.
- Conduct periodic follow-ups to confirm that changes are embedded and sustained.
- Recommend targeted actions to increase usage and improve employee, operational, and customer outcomes.
Process Improvement
- Evaluate existing enablement, engagement, and business-process practices to identify improvement opportunities.
- Apply process-improvement techniques and relevant industry practices to strengthen implementation outcomes.
- Create reusable standards, tools, templates, and best practices that improve consistency and scalability across PSS.
- Contribute business and process expertise to strategic initiatives, policies, and procedures.
Scope and Decision-Making
- Operates with a high level of independence when assessing needs, analyzing adoption challenges, and developing recommendations.
- Applies broad business knowledge and judgment to resolve complex or ambiguous issues.
- Recommends enablement, communication, training, adoption, and sustainment approaches.
- Partners with the Enablement or Change Management Leader for final approval of significant changes to established strategies or methodologies.
- Escalates material risks, barriers, and dependencies that may affect adoption or business outcomes.
Qualifications and Experience
- Bachelor’s degree in business, organizational change, communications, learning and development, operations, or a related discipline, or equivalent education and experience.
- Minimum of 10 years of relevant functional experience, including at least five years in enablement, change management, business transformation, training, engagement, or process improvement.
- Demonstrated experience developing and implementing enablement, communication, training, or adoption strategies.
- Applied knowledge of change-management and process-improvement methodologies.
- Ability to align strategic objectives with practical execution plans.
- Strong analytical, presentation, facilitation, training, and written communication skills.
- Experience leading virtual and in-person training, workshops, and stakeholder sessions.
- Ability to understand and communicate complex business processes and technology changes.
- Proficiency with Microsoft Office and relevant planning, collaboration, reporting, and presentation tools.
- Ability to work across functions, countries, and organizational levels in a fast-paced environment.
- Ability to travel as required.
Key Competencies
- Change Leadership
- Collaboration and Influence
- Strategic and Global Mindset
- Results Orientation
- Judgment and Decision-Making
- Stakeholder Engagement
- Business and Process Acumen
- Analytical Thinking
- Communication and Facilitation
- Continuous Improvement
- Adaptability and Resilience
Measures of Success
- Increased adoption and sustained usage of new processes, tools, and capabilities.
- Improved readiness and engagement across impacted PSS locations.
- Timely identification and resolution of adoption risks and barriers.
- Effective and consistent communications and training.
- Strong stakeholder alignment, ownership, and accountability.
- Measurable improvements in process compliance, employee experience, and operational performance.
- Scalable enablement practices applied consistently across PSS.
