Change Enablement & Capability Lead

Purpose

The Change Enablement & Capability Lead helps Customer Care teams successfully adopt new ways of working, build future-ready capabilities, and maximize the value of operational, digital, and AI-driven improvements. This role focuses on workforce readiness, capability development, adoption, and continuous learning to help ensure changes are successfully sustained.

Key Responsibilities

Change Enablement & Adoption

• Support adoption of new tools, processes, technologies, and ways of working.

• Identify readiness risks and adoption barriers.

• Partner with Operations, HR, Training, and Digital teams to embed change into daily operations.

Workforce Capability & Future Readiness

• Assess workforce capabilities against future business needs.

• Identify skill gaps related to AI, digital tools, customer engagement, and problem solving.

• Support capability-building roadmaps and readiness plans.

• Help define future skills and competencies for Customer Care roles.

AI & Digital Adoption

• Support adoption of Smart Agent AI, Copilot, and other digital solutions.

• Assess workforce readiness and confidence in utilizing AI-enabled tools.

• Gather user feedback and identify opportunities to improve adoption and value realization.

• Promote effective and responsible AI usage.

Adoption Insights & Effectiveness

• Monitor adoption, engagement, and capability indicators.

• Identify risks that may impact expected business outcomes.

• Provide data-driven recommendations to improve adoption and workforce effectiveness.

• Track and communicate adoption progress and readiness trends.

Workforce Insights & Continuous Learning

• Establish feedback loops between frontline teams, Operations, CI, Digital, and HR.

• Capture employee insights on adoption challenges and capability needs.

• Translate insights into actionable recommendations.

• Facilitate lessons learned and post-implementation reviews.

Skills & Experience

• Change enablement and workforce readiness

• Capability assessment and development

• AI and digital adoption

• Strong analytical and systems-thinking skills

• Stakeholder management and influence without authority

• Communication, facilitation, and problem solving

• Experience in customer support, service operations, or workforce enablement

Qualifications

• Must possess a Bachelor's Degree in any 4 or 5-year course/major

• Willingness to work during US Business Hours on a hybrid work setup in Rosario, Cavite.

What's in it for me?

• Meaningful work that shapes how the organization evolves and performs

• Visibility and influence — your initiatives will have executive sponsorship and strategic impact

• A supportive, collaborative culture that invests in your development and growth

• Flexibility and autonomy to manage your work in a way that fits your life

Ready to make your mark? We'd love to hear from you!

Rewards designed for you

Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page.

• Country-specific programs and initiatives may be available.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric – apply today!

• €40 billion global revenue

• +9% organic growth

• 150 000+ employees in 100+ countries

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.