While this role will support change efforts across all enterprise initiatives, AI adoption is the explicit primary focus. The OCM will use structured organizational change management (OCM) methodology as the mechanism — stakeholder engagement, resistance management, communications, and leader coaching — to drive measurable adoption of AI tools and workflows throughout CentralSquare. This role sits within the Enterprise PMO under the Director of Business Operations and partners closely with the VP of Business Operations on strategy, executive coaching, and change leadership. KEY RESPONSIBILITIES Change Management Strategy

• Design and execute OCM strategies for enterprise transformation initiatives, with AI adoption as the primary focus.
• Assess organizational change readiness and change impact across affected functions and teams.
• Develop stakeholder engagement plans that build understanding, commitment, and adoption at all levels of the organization.
• Identify and manage resistance — understand its source, surface it to the right leaders, and build mitigation strategies.

AI Adoption & Enablement

• Lead adoption planning for AI tool rollouts — ensuring that new AI capabilities are actually used, not just deployed.
• Partner with initiative owners to design user enablement programs: training, communications, and job aids that drive behavior change.
• Track adoption metrics for AI tools and programs, including usage rates, proficiency indicators, and self-reported confidence.
• Build feedback loops that surface adoption barriers early and inform continuous improvement.

Leader Coaching & Capability Building

• Coach initiative leaders and people managers on change leadership — helping them model new behaviors, communicate the why, and support their teams through transitions.
• Partner with the VP of Business Operations to identify leaders who need change management coaching and deliver it directly or through structured support.
• Build organizational capability to manage change effectively over time, not just for individual initiatives.

Communications & Engagement

• Develop change communications that are clear, timely, and tailored to the audience — from frontline agents to senior leaders.
• Ensure ELT and initiative sponsors are active, visible champions of transformation efforts.
• Facilitate large-scale change meetings and working sessions when a team or department is navigating an AI transition — for example, supporting a function like Customer Support through a full AI tool adoption process, from announcement through go-live.

Measurement & Reporting

• Define change success metrics and track them throughout the life of each initiative.
• Report change health and adoption progress to the VP of Business Operations and ELT.

Conduct post-implementation reviews to capture lessons learned and build institutional knowledge