Organizational Change Management Consultant

Location: Washington D.C. Metro, DC
ERPi is currently seeking a full-time Organizational Change Management Consultant to provide onsite support at our Washington, DC site.

The Role:
The Organizational Change Management (OCM) Consultant will partner with the MCT enterprise program and key stakeholders across the department to support enterprise contact center modernization.  The OCM consultant will bring rich OCM experience, preferably in Healthcare and with call/contact center environments.  The candidate will guide the creation and execution of change management strategies that will drive the smooth adoption of new features and capabilities that will be deployed in support of a VA contact center structure.  The OCM consultant will help the VA realize a higher performing call center that will help the VA achieve financial goals, service level objectives, and meet customer and organization needs.  In addition, this select candidate will:
  • Support the MCT Project Team with improving/increasing the adoption rate of new business practices and solutions
  • Improve the experience of the VA employee as well as the Veteran caller
  • Ensure timeliness of messaging, maximize end-user awareness, understanding, advocacy and adoption;
  • Run meetings, training, and listening sessions
  • Embrace a high-profile project and the high tempo that comes with it; and
  • Bring executive-ready and advanced interpersonal, written and verbal communication skills along with well-developed problem solving, critical thinking, analytical and leadership skills
Please note: this is an on-site contract in Washington, DC.  The contract does permit regular, limited telework.

Required Skills and Experience:
We are looking for an Organizational Change Management (OCM) Consultant with more than 8 years of proven OCM expertise and experience in support of medium to large scale IT transformation projects, providing strategic and advisory consulting services at the executive, operating and field level, preferably in the healthcare vertical and in call/contact center environments.  Required skills and experiences include:
  • Bachelor’s Degree Required
  • At least 8 years’ experience of proven OCM expertise and experience in support of medium to large scale IT transformation projects
  • An expert understanding of change management methodologies and the change process to include extensive experience in ADKAR and Kotter Change Management Models and Change Process
  • Supporting government clients in a strategic planning role
  • Developing and/or implementing a strategic action plan
  • Change management supporting medium to large scale IT transformation projects
  • Consulting experience with a major consulting firm preferred
  • Experience on at least two full life-cycles, multi-year, strategic IT initiative
  • Experience with OCM in web and telephony self service functions a plus
  • Experience supporting Learning Development and Delivery
  • Executive-level oral and written communications (briefings, presentations, and strategic documentation)
  • A solid understanding of Scaled Agile Framework, mobile technologies and Federal cloud computing
Desired Skills and Experience:
  • Master's Degree desired
  • Experienced supporting large scale and transformational programs and projects (annual IT budget greater than $25M)
  • Knowledge of contact center solutions to include customer relationship management (CRM), knowledge management (KM), and workforce management (WFM)
  • Experience with commercial off the shelf technologies -- preferably, this includes Microsoft Dynamics and Sales-force
  • Knowledgeable at accomplishing call center human resource objectives to include recruiting, selecting, orienting, training, assigning, and coaching; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures
  • Maintains professional and technical knowledge by tracking emerging trends in OCM; attending educational workshops; reviewing professional publications; establishing personal networks; bench-marking state-of-the-art practices; participating in professional societies   
  • Experience with cloud, managed services, and advanced analytics is a plus
  • Knowledgeable of the Software/System Development Life-cycle (SDLC)
  • Knowledgeable of the Agile software development methodology
  • Knowledgeable of the Project Management Book of Knowledge (PMBOK) and Project Management Institute (PMI) best practices in the customer environment
  • Project Management Professional (PMP), Certified Scrum Master (CSM) or PM related certification(s), Certified Change Management Professional is a plus

Clearance: Public Trust
ERPi, a Service-Disabled Veteran Owned Small Business (SVDOSB) specializing in management consulting for the federal government (  ERPi is undergoing a period of significant growth and offers talented candidates a chance to perform project management, strategic planning, process improvement, quality management, data analysis, and human capital planning on some of the Federal government’s largest and most complex business challenges. Our work environment is highly entrepreneurial and is staffed with some of the brightest and most capable technical and management consultants in the industry.   ERPi’s compensation and benefits plan are designed to attract and retain the industry’s most capable professionals and executives. We offer tuition reimbursement for selected graduate schools, 401(k) profit sharing, awards to recognize exceptional performance immediately, customized health plans, and charitable donation matching, in addition to competitive base salaries.
EEO Statement:
It has been and will continue to be a fundamental policy of ERPi not to discriminate on the basis of race, color, religion, sex, gender, sexual orientation, gender identity or expression, pregnancy, parental status, marital status, citizenship, national origin, age, disability, genetic information, military status, veteran status, or any other protected category with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment.
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