Org Change Mgmt Mgr - 90333820 - Wilmington (Remote Option)

Date: May 15, 2023

Location: Wilmington, Delaware, US, 19801

Company: Amtrak

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.


Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.


The Organizational Change Management Manager is responsible for designing, leading, and delivering tactical and strategic change management work, including creating and executing stakeholder management plans, stakeholder communication plans, change impact analysis, change readiness assessments, change champion identification and development, change leadership, workforce readiness and cultural alignment. 


Demonstrates and applies an advanced knowledge of change management best practices, methodologies, and key components of change management. Responsible for defining and driving key Components of Change Management which includes but not limited to:  
• Executive Sponsorship Leadership / Stakeholder Alignment  
• Organization Alignment / Budget Allocation  
• Change Impacts Analysis, KPI Measurement and Change Resistance Plans 
• Employee Engagement / Communications 
• Stakeholder Maps & Journey Maps 
• Continuous Education / End-user Training 
• Employee Readiness / Workforce Readiness 


In addition, ensures change initiatives meet project objectives on time and on budget by maximizing user adoption, usage and minimize resistance. Supports project teams in integrating change management activities into their project plans and provides direct support and coaching to all levels of the organization relating to change management and transformation. Collaborates closely with business partners to identify improvement opportunities that can be realized through people, process and technology solutions and works with the business to define and execute organizational change management activities. The OCM Manager will be responsible for leading simultaneously multiple change management programs/projects. 


• Evaluate and ensure user readiness, using survey tools and stakeholder interviewing techniques. 
• Applies structured change management methodologies and best practices. 
• Support the design, development, delivery, and management of communications. 
• Conduct impact analyses, assess change readiness and identify key stakeholders. 
• Provide input, document requirements and support the design and delivery of training programs.  
• Facilitate multiple workshops including stakeholder interviews, focus groups and end user engagement sessions. 
• Assist in process mapping sessions with business subject matter experts to understand as-is and to-be processes, narratives, gap analysis and roadmaps. 
• Manage business and OCM vendor relationships. 
• Identify key OCM issues, concerns and risks that have an impact to the business. 
• Partner with business to conduct roadshows/demos and information sharing sessions. 
• Partner with business to create communication strategy, plans and campaigns, including key communication channels and cadence. 
• Conduct User Readiness Workshops (UAT, Pilot & Go Live, etc.). 
• Collaborate with business to review people, process & technology change impacts. 
• Conduct pre/post user experience & adoption surveys/focus groups. 
• Define a scalable Workforce Readiness Plan/support model to ensure smooth transition from hyper care to post go-live support.  
• Conduct user feedback surveys, focus groups, facilitate lessons learned and OCM Scorecard to measure OCM KPIs. 
• Responsible for ensuring change management deliverables are completed on time and on budget. 
• Collaborates with business and IT subject matter experts to contribute business cases and cost/benefit or return on investment analysis to justify IT initiatives/projects. 
• Creates and nurtures a trusted advisor relationship with Business partners, IT Service Owners, Vendors and Leaders. 
• Continuously updates knowledge with industry leading practices on organizational change management and organizational effectiveness. 
• Responsible for aligning change management activities and deliverable to SDLC phases including discovery, planning, requirements, design, development, User Acceptance Testing, deployment and post deployment.   
• Partner with Business System Analyst to incorporate change management components with test plans, test cases, user stories, use cases   
• Assist with User Acceptance Testing in regard to user awareness, education and training.  
• Develop Training strategies that include blended training solutions. 
• Create Training plans and curriculums.  
• Design, develop and create, training materials including user manuals, quick reference guides and how to video. and trains the system’s end users; documents instructions, support procedures, troubleshooting tips, and Knowledge Base articles for Service Desk and Tier-2support teams prior to go-live and during hypercare support periods. 
• Collaborates with multiple business and IT groups across Amtrak to support change management activities. 
• Consults with business stakeholders and IT service owners to understand the impact of people, process and technology changes to the business. 
• Develops and delivers engaging, informative, well-organized change management presentations to executive leaders, key stakeholders, program teams and employees. 
• Establishes strong relationship with business partners and IT colleagues in order to provide process solutions to meet user needs. 
• Takes initiative and exercises independent judgment to resolve urgent problems. 
• Provides OCM best practices, templates, guidance and coaching to other OCM practitioner. 
• May play a key role in providing input for change management to RFI, RFP and SOWs

• Bachelor’s Degree in Computer Science, Information Systems, Business Management, Systems Engineering or other related field with organizational Development knowledge +7 years’ experience, or 11+ years of relevant work experience required to satisfy education and experience requirements. 
• 5+ years of proven experience with implementing key change management initiatives. 
• Solid understanding of key change management models (Prosci, ADKAR, Kotter’s, Lewin, etc.) 
• Strong knowledge of change management principles, methodologies. 
• Experience with large-scale organizational change or transformational efforts. 
• Experience with applying structured methodologies and lead change management activities. 
• Stakeholder Engagement, Facilitation and stakeholder interviewing techniques. 
• Forward looking with a holistic approach. 
• Acute business acumen and understanding of organizational issues and challenges. 
• Familiarity with project management approaches, tools and phases of the project lifecycle. 
• Flexible and adaptable; able to work in ambiguous situations and balance simultaneous demands. 
• Ability to assist in the design and facilitation of multiple concurrent workshops and deliver effective presentations.  
• Must have exceptional written and verbal communication skills, and the capability to present confidently at various levels from project teams to Executive leadership.  
• Excellent active listening skills, facilitation skills and presentation skills.  
• Strong interpersonal and team-building skills, works well with others in an integrated team environment, and must be self-motivated. 
• Excellent analytical and problem-solving skills. 
• Broad knowledge of multiple computer environments, platforms and technologies and in-depth knowledge of the enterprise’s products. 
• Solid experience and proven track record facilitating, stakeholder, end user focus groups, user engagement session and conducting user surveys and polling.  
• Experience serving as a liaison between IT and business stakeholders. 
• Strong experience with packaged software, enterprise solutions and vendor management. 
• Knowledge of Key Performance Indicator reporting and industry best practice/industry benchmarks. 
• Ability to create and document Amtrak’s Project Life Cycle Management (PLM) artifacts and key process steps. 
• Demonstrated experience in COTS or packaged software implementation and integration projects. 
• Ability to translate technical issues to non-technical audiences. 
• Ability to do general troubleshooting for existing information systems or desktop applications to identify errors or deficiencies. 
• Experience facilitating the sourcing and selection process for third-party software and other technology components and services including drafting Request for Proposals (RFPs), Work Requests/Statements of Work (SOWs), and Request for Information (RFI), and facilitating the scoring and selection of products/vendors. 
• Excellent skills in Microsoft Office 365 including Outlook, MS Teams, PowerPoint, Word, Excel, Project, Survey Tools. 

• Prosci Change Management Practitioner certification
• Kotter Change Management certification 
• Prosci Train-the-Trainer certification a plus 
• Experience with SAFe (Scaled Agile Framework) 


• Work is performed in an office environment with an option of hybrid work schedule 
• May require travel up to 25% of the time  
• Requires on-call status 
• After hours and periodic shift work may occasionally be required 



Must have excellent oral and written communication skills.


The salary/hourly range is $108,750-$140,940. Pay is based on several factors including but not limited to education, work experience, certifications, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.

Requisition ID:158422
Posting Location(s):Delaware
Job Family/Function:Information Technology 
Relocation Offered:No 
Travel Requirements:Up to 25% 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use.  Candidates who engage in the usage of marijuana will not be qualified for hire.   Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation.  Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine.

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.


In accordance with federal law governing security checks of covered individuals for public transportation ( Title 6 U.S.C. § 1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.

POSTING NOTES: Information Technology || Information Technology