We are looking for a Training & Change Enablement Manager to join our team in Ireland or in Poland.
Let's talk about the role
The Training and Change Enablement Manager for Global Customer Service combines strategic execution, learning expertise, business transformation experience, and practical change leadership. In this role, you help customer service teams prepare for, adopt, and sustain new ways of working while protecting customer experience, reducing operational risk, and translating transformation investments into measurable value.
You will establish and scale the global frameworks, governance, tools, and playbooks for training and change management. Your work will connect training, change management, knowledge management, internal communications, business readiness, and adoption measurement for application across customer service regions.
You will assess the current maturity of training and change management capabilities across Global Customer Service and define a 12–24 month capability maturity roadmap to sequence the build-out of standards, reusable assets, governance, tools, and measurement practices.
You will not be primarily responsible for conducting training. Instead, you will define how customer service training and change management should operate globally and enable regional leaders and teams to execute consistently in their local environments. The role is part of Global Customer Service Enablement, resides within the Knowledge Management and Training Center of Excellence, and reports to the Senior Manager, GCSE Knowledge Management and Training.
Let’s talk about Responsibilities
Establish the global training strategy, governance model, learning framework, and enablement standards for Global Customer Service.
Develop scalable customer service training methods that distinguish between global core content, regional requirements, role-specific learning, and project-specific enablement.
Create standards, templates, and playbooks for customer service training needs analysis, curriculum design, train-the-trainer programs, and training effectiveness measurement.
Partner with regional customer service leaders and enterprise stakeholders to ensure training content is accurate, compliant, usable, and aligned with operational workflows.
Translate business, technology, and process changes into role-based training requirements.
Develop the operating model for regional customer service training delivery, including local trainers, super users, learning champions, and train-the-trainer networks.
Ensure customer service training materials connect to approved knowledge sources.
Establish customer service training KPIs and reporting methods.
Establish the global change management strategy, governance model, standards, and playbook for Global Customer Service.
Develop repeatable tools and methods for change intake, stakeholder analysis, change impact assessment, readiness planning, adoption measurement, and sustainment across customer service.
Define and maintain a customer service change management capability maturity roadmap that sequences the development of methods, governance, tools, reusable assets, stakeholder networks, and adoption measurement over specific horizon.
Translate transformation initiatives into practical change plans that reflect customer service workflows, capacity, regional variation, and compliance needs.
Build and maintain a global change network across Global Customer Service.
Partner with project teams and Global Customer Service Enablement peers to embed change planning into project planning.
Embed customer service change and training readiness into project intake, portfolio prioritization, and transformation governance so that initiatives are assessed based on business value, change impact, operational risk, regional complexity, and adoption effort.
Develop leader and stakeholder change enablement materials.
Define and manage customer service change readiness and adoption metrics.
Support globally standardized processes while recognizing legitimate local requirements.
Connect training, change management, with knowledge management and internal communications, for a unified, consistent approach across Global Customer Service.
Ensure change impact assessments directly inform customer service training needs, knowledge updates, communication plans, and other activities.
Create global playbooks that allow the CoE to set standards while enabling regional teams to localize execution appropriately.
Partner with Strategic Portfolio and Transformation teams to ensure customer service training and change management requirements are considered early in portfolio planning, initiative sequencing, resource allocation, and value realization tracking.
Collaborate with internal teams and stakeholders to identify needs, establish objectives and key results, and prepare the organization for future transformation.
Let’s talk about Qualifications and Experience
+8 years demonstrated success building or scaling training, change management, adoption, enablement, or transformation capabilities within an enterprise environment.
Experience leading organizational change management strategy, training strategy, governance processes, and scalable enablement frameworks.
Demonstrated ability to build frameworks, playbooks, standards, tools, and metrics, not only to deliver individual training sessions or project communications.
Demonstrated experience assessing capability maturity, defining multi-year capability roadmaps, and embedding training and change management practices into transformation portfolio governance.
Experience developing change impact assessments, stakeholder maps, adoption plans, training needs analyses, role-based learning paths, and reinforcement methods.
Experience supporting business transformation initiatives in a global environment.
Direct experience with learning management systems, knowledge management systems, digital adoption tools, collaboration platforms, reporting tools, or other enablement technologies.
Strong understanding of adult learning principles, instructional design, learning evaluation, organizational change methods, readiness measurement, and adoption reinforcement.
Demonstrated creative problem-solving skills and ability to interpret and act on insights from multiple, complex data sources.
Excellent written and verbal communication skills, including the ability to create clear, practical, plain-language materials for frontline, leadership, and executive audiences.
Strong interpersonal skills, with the ability to lead and contribute to cross-functional teams across regions, functions, and levels of leadership.
Ability to influence senior stakeholders and regional leaders without direct authority.
Ability to operate across time zones and cultures in a global organization.
Sound judgment in a regulated environment, including awareness of quality, compliance, privacy, documentation control, and audit readiness implications.
Bachelor’s degree.
Prosci certification or equivalent organizational change management certification.
ATD, CPTD, instructional design, learning experience design, or equivalent learning certification.
Experience in medical device, healthcare technology, or customer service environments.
Experience supporting enterprise transformation programs such as ERP, CRM, CCaaS, etc.
Experience building change champion networks or similar adoption communities.
Experience with multilingual enablement or regional adaptation of global frameworks.
Experience with quality management systems or compliance-related learning programs.
Experience using AI, automation, guided learning, or digital adoption technologies to support training, change planning, or adoption measurement.
Additional information
At Resmed, all employees benefit from a bonus plan, the percentage of which depends on your position within the organisation.
Working from home flexibility
You also have access to a referral bonus and to Resmed's preferred shareholding programme
Competitive benefits
Internal career opportunity - joining an international fast-pace and massively growing company
Resmed is an Equal Opportunity Employer
Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.
