Senior Manager, Organizational Change Management (OCM) and Customer Experience

At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career like never before. Together, we make a difference in the lives of our patients and customers. Are you ready to join us?

This role is part of Alcon's Training & Development function, a team that enhances employee skills, knowledge, and performance to align with the company's strategic goals and help our people and the world see brilliantly. The Sr. Manager, Learning & Training (Management Path) is primarily responsible for designing and delivering comprehensive training programs for employees at all levels. You will create assessments, conduct training sessions, and stay updated on the latest in training research and methodologies.

The Senior Manager, OCM and Customer Experience Lead is a US-based leadership role within GPO Central Support, accountable for the end‑to‑end user experience across Alcon’s Create-to-Make (C2M) platforms (Teamcenter, Opcenter, Polarion, and Veeva RIM). Reporting to the Sr. Director, C2M GPO Lead, this role leads the teams and programs that ensure every end user is supported, trained, informed, and heard—spanning front‑line support operations, system enhancement governance, project execution, training content development, and stakeholder communications.

In this role, a typical day will include:

• Design and deliver programs to train employees at all levels, including creating assessments, tests, workplace aids, and e-learning programs
• Conduct training classes and develop criteria for evaluating the effectiveness of training activities
• Stay updated on training and development research, including learning and motivation theories, and new materials, methods, and techniques
• Develop in-house programs to identify developmental needs and prepare employees for more responsible positions, thereby increasing employee effectiveness in current roles
• Evaluate and oversee contractors or vendors tasked with developing and administering training programs
• Influence the front-line end-user support model (L0/L1 via AGS, distributed process owners, super users, etc.), defining SLAs, escalation paths, and continuous improvement targets for support operations across all C2M platforms
• Coordinate with the system enhancement governance process – tracking enhancement requests, assessing user impact, and preparing for delivery to ensure changes are communicated and adopted
• Direct execution of OCM activity related to platform enhancements, updates, releases, and continuous improvement projects – managing scope, timelines, and cross-functional dependencies in the OCM space
• Oversee training content development (partnering with AGS training teams) to maintain current, role-based curricula for Teamcenter, Opcenter, Polarion, and RIM, including onboarding programs for new sites and acquisitions
• Set the strategy for end-user communications – release announcements, adoption campaigns, process change notifications, and executive updates – ensuring consistent messaging across regions and functions
• Manage or influence a distributed team including Bangalore-based analysts, Corporate Communications, Local Process Owners, and Super Users

Business Results:

• Enterprise-wide accountability for adoption, training readiness, communications, support experience, and user satisfaction across C2M
• Contribution to C2M process standardization, compliance readiness, business continuity, adoption, and value realization

 Operational Excellence:

• Leads or influences a distributed network of training, support, communications, and adoption resources.
• Accountable for user-facing readiness, adoption outcomes, communication effectiveness, and enablement of value realization.
• Front-line support SLA performance for OCM-related needs (e.g., first-contact resolution, mean time to resolve) meets or exceeds targets set jointly with the Business Systems Analysis lead

People, Capabilities, and Management:

• Leadership or influence of C2M Training Content Development roles; may influence adoption, support, communications, and stakeholder networks.
• Effectiveness of stakeholder engagement, collaboration, knowledge transfer, and capability-building within the C2M operating model.

WHAT YOU’LL BRING TO ALCON:

• Bachelor’s Degree or Equivalent years of directly related experience (or high school +15 yrs; Assoc.+11 yrs; M.S.+4 yrs; PhD+3 yrs)
• The ability to fluently read, write, understand and communicate in English 
• 7 Years of Relevant Experience
• 5 Years of Demonstrated Leadership
• Location: Onsite-Fort Worth, Texas -Main 
• Schedule: Day Shift – Monday – Friday, 8:00am – 5:00pm EST
• Travel Requirements: 0-15%
• Relocation: Authorized
• Sponsorship: N/A

Preferred Qualifications/Skills/Experience:

• Strong executive communication, facilitation, and stakeholder management skills
• Prosci/ADKAR, PMP, PgMP, change management, training, or communication certification
• Formal Prosci certification (or substantial relevant experience) is preferred for this role specifically, rather than treated as interchangeable with the PMP/PgMP or generalist training/communications credentials listed above
• Experience with ITSM governance, ServiceNow, release management, Digital Adoption Platforms, WalkMe, LMS platforms, or survey analytics
• Experience in regulated industries, global transformation, PLM, MES, QMS, RIM, or IT/business platform environments

HOW YOU CAN THRIVE AT ALCON:

• Collaborate with teammates to share standard processes and learnings as work evolves!
• See your career like never before with focused growth and development opportunities!
• Join Alcon’s mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career!
• Alcon provides robust benefits package including health, life, retirement, flexible time off for exempt associates, PTO for hourly associates, and much more!

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ALCON IS AN EQUAL OPPORTUNITY EMPLOYER AND PARTICIPATES IN E-VERIFY

Alcon takes pride in maintaining an inclusive environment that values different perspectives and our policies are non-discriminatory in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to [email protected] and let us know the nature of your request and your contact information.