Director - Operations Communications and Change Management - Weight Watchers - New York

Job description
We are searching for a Director, Operations Communications and Change Management. The role requires extensive experience with top-tier multi-site, service oriented, mission driven organizations. This individual brings value to the Company through strategic planning, uniquely targeted storytelling, and excellent execution of high paced communications, all in support of significant transformational efforts. Communications are delivered through a range of highly visible channels and this individual will bring together relatable messaging with innovative channel strategies to gain buy-in and commitment from our 16,000+ operations (field and contact center management & teams). The US Operations team is uniquely and diversely motivated, and deliver every customer interaction for Weight Watchers across the US.
The Director, Operations Communications and Change Management role is critical to the success of Weight Watchers transformational plans and future growth. This leader is a senior member of the Operations Management team, and will work in partnership with all functions and at all levels across the business. The individual will be charged with driving communications that create value, and build pride and commitment, all through years of firsthand experience.


We’re looking for someone who can:
Drive commitment and engagement among 16,000+ Ops Management and team members across the US in 900 fixed and 3,500 transient locations (from 1 room rented church basements to large scale customer care centers).
Direct and influence multiple, highly matrixed teams at all levels across the business to develop and implement effective communications strategies/messaging in support of transformational efforts spanning brand, product, service, operational execution and ultimately our business model.
Devise and implement communications and change management strategies that galvanize a diverse team to action. The audience spans across many groups who are motivated very differently. From passionate role models/advocates who work for us on an unusually part time basis (4-5 hours per week), and often have significant time commitments outside of our company; to under-engaged part and full time contact center agents; to full time Operational Leadership teams (up to and including executive level). These communications are highly visible across the US and globally.
Provide effective counsel to the senior Operations team on effectively using communications within a uniquely mission driven environment to achieve business objectives
Create transformational plans to improve, and day to day manage the company's internal communications channels for an audience that ranges from highly time committed and tech savvy, to the majority who are low time commitment and tech averse. Currently, this includes everything from weekly blogs, to videos, presentations, quarterly management meetings and annual national meetings. An important objective will be to integrate and improve internal communications channels, including several existing intranet, task management and knowledge base tools and systems.
Partner with support teams, for example but not limited to:
Our HR team - to develop and execute change management tactics in support of material changes to the overall employment value proposition, from wide ranging reward and recognition plans, to effective employee attraction strategies and L&D positioning.
Our Internal affairs/corporate communications team - to deliver Operational perspectives and support with issues such as press releases, earnings calls, investor relations and crisis management
Produce, deliver and/or review all internal Operational communications, coordinating execution with internal teams and negotiating with/managing external resources as needed
Develop measurement approaches to track effectiveness of communications in maximizing focus and engagement toward the company’s strategy, and adjust programs where necessary
Gatekeeper of annual Operational execution calendar
Effectively manage and create value/efficiency within a $500k direct/$2M indirect cost center

Desired Skills and Experience
We’re looking for someone with:

Minimum of 10 years of corporate communications experience, including at least five years managing (at a minimum) business division-wide internal communications function at publicly-traded corporations
Experience within a mission driven organization is HIGHLY preferable. Multi-site service industry experience is a must. Healthcare and/or virtual services experience is desirable
Bachelor’s degree in Communications, Journalism, English or related field preferred
Demonstrated experience developing and executing an internal communications strategy that advances the business strategy
Successful, sustained experience working directly and frequently with a senior team, with the expertise and presence to confidently provide advice
Demonstrated in-depth knowledge of corporate financial information and the ability to translate it effectively for part time employee audiences
Proven excellent messaging , writing, and editing ability. Ability to embrace the voice of the respective senior leadership team member delivering the message
Strong project management and organization skills, with the ability to manage several complex priorities concurrently
Adept at managing and coordinating internal and external resources, with successful experience managing cost-effective vendor relationships
High energy and a sense of urgency; experience working in a fast-paced environment
Relationship builder who can develop partnerships and credibility with internal constituents at all levels
A creative thinker who has the ability to develop solutions
25% national travel required

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