Manager Customer Relations State/Fed Gov Exp. change management principles methodologies

Profile

FLAHCA-7800
Primary Job Duties/ Tasks Work under the direction of the Agency's FXPA Communication and Compliance Manager or designated project manager.
Conduct analysis and review of the current Agency FX Organizational Change Management (OCM) Plan and FX standards/processes.
Validate Integrated Organizational Change Management approach and FX Modular projects pre-design activities for integrated OCM activities in multi-vendor environment.
Identify Integrated Organizational Change Management approach enhancements, FX OCM Plan Revisions, and FX Modular pre-design recommendations to achieve FX Integrated Change Management success across the Agency.
Provide recommendations for Organizational Design and Operating Model. Examples of work to be performed to support workforce transition and organization design include but are not limited to the following:
Work with Senior Agency leaders to develop alignment around the optimal high-level future state organizational model the Agency should adopt to fully realize the benefits of the new technology systems being implemented.
Provide recommendations for organization model changes and Workforce Transition (WFT) for the future Division/Bureau structures to support Enterprise Data Warehouse (EDW) and Unified Operations Center (UOC). Organizational model recommendations should be grounded in best practice research on government agencies and management/organization principles such as degree of centralization, span of control, integration, functional vs program structure, and government organization best practice research.
Work with Senior Agency leaders and Data and Customer Service subject matter experts to develop AHCA's Detailed Design for the future Data and Customer Service workforces. This may include capability modeling and potential focused workforce assessments in addition to interviews, surveys, and facilitated sessions. Finalize detailed operational clarification strategies to support the future Data and Customer Service workforces.
Assist in the development of a detailed plan for Integrated Organizational Change Management to support the necessary transitions.
Develop strategy/planning for workforce transitions and workforce development where needed.
Conduct analysis and develop a detailed phased 2022-2025 Enterprise Change Management implementation roadmap, resources levels, and budget for how the Agency should fully operationalize the FX OCM Plan across an integrated multi-vendor project/program roadmap.
Work collaboratively with the FX Program Administration, SEAS, IS/IP Vendor, EDW Vendor, and FX projects teams to build the Integrated Organizational Change Management Plan through June 2025.
Assist in the development of an Organizational Change Management Methodology that encompasses People Readiness, Support Readiness, and Post Implementation Support.
Work collaboratively with the FX Program Administration, SEAS, IS/IP Vendor, EDW Vendor, and FX projects teams to develop an FX Program communication plan and FX Program Training plan that aligns to all project milestones in the FX roadmap.
Disseminate information to all Project Support Team members through electronic methods directed by the Agency and consistent with the project communication plan.
Comply with all FX EPMO standards and Agency policies and procedures.
Abide by AHCA security policies when accessing the AHCA's buildings and systems.
Adapt to changes in daily work plans based on FXPA and Agency needs.
Perform other OCM tasks as requested by the FXPA Communication and Compliance Manager.
Manager Customer Relations:
Key Knowledge, Skills and Abilities A minimum of five years of experience performing organizational design and workforce transition duties, preferably with state and/or federal government projects
Thorough understanding of organizational change management principles, methodologies, and tools.
Demonstrated experience in managing people through change during large, enterprise technology projects
Demonstrated experience producing organization-wide communication strategies and materials, including emails, PowerPoint presentations and other media to update and communicate transformation value to audiences.
Experience conducting organizational change readiness assessments and process gap assessments with recommendations for solutions that drive improved employee adoption and productivity.
Experience performing stakeholder analyses
Experience developing and delivering stakeholder plans, and related training and communications, to support business strategy that are integrated across organizational design, culture, behavior, and change management.
Experience developing and leading Change Champion Networks
Comfortable influencing and collaborating at all levels of an organization
Experience evaluating resistance in adopting change at the user, process, and technology level
Experience leveraging leading change management practices
Strong facilitation and presentations skills.
Experience preferred in designing creative and engaging infographic and storyboard materials to communicate vision/value proposition
Excellent written and oral communication skills.
Flexible and adaptable; able to work in ambiguous situations
Problem solving and root cause identification skills
Team player with ability to work collaboratively with clients and other client vendors.
Familiarity with project management approaches, tools, and phases of the project lifecycle.
Ability to plan, organize, and work on multiple tasks simultaneously.
Strong organization skills and attention to detail
Self-directed with ability to work independently and manage time effectively.
Relationship-building skills across teams, peers, clients, vendors, and other stakeholders.
Proficient in use of MS Office applications.
PROSCI or other change management methodology certification preferred
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