other
Posted 17 hours agoTraining & Change Enablement Manager
at ResMed
Dublin, IrelandOn-site
Responsibilities
- 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.
- 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.
- 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.
- Build and maintain a global change network across Global Customer Service.
- 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.
- 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.
- 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
Requirements
- 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
- Experience Required +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 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 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 with multilingual enablement or regional adaptation of global frameworks.
- Experience with quality management systems or compliance-related learning programs.
Benefits
- 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
Additional details
- 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.
- Responsibilities Training Establish the global training strategy, governance model, learning framework, and enablement standards for Global Customer Service.
- 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.