Change Enablement & Incident Management Lead

Scope: The project & program responsibilities are focused on internal information system-specific project tasks or non-technical project completion using an internal customer perspective, both typically from initiation through delivery. Organize daily activities based on organizational goals. Develop and implement new programs that support objectives. Monitor projects and oversee project managers. Evaluate program strengths and weaknesses. Develop program budgets and plans. Meet with stakeholders to discuss program status and goals. Improve strategies with the marketing team. Program Management Apply structured program and change frameworks to ensure clear clarity, prioritization, resourcing, and execution discipline. Evaluate and challenge proposals, balancing customer experience, risk management, cost-effectiveness, and compliance requirements. Develop and monitor key performance indicators (KPIs) and post-launch impact assessments to ensure sustained value delivery. Ensure program decisions consistently uphold SE's commitment to regulatory compliance, service excellence, and strategic objectives. Act as the single point of coordination between Service Experience and cross-functional teams (Product, Content, Compliance, Legal, Operations). Build strong, trust-based relationships with leaders and decision-makers across SE and the wider organization. Drive accountability by defining ownership, deliverables, and timelines across multiple teams and geographies. Produce executive-ready updates, dashboards, and reports for leadership, highlighting program health, risks, and opportunities. 5+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience. Your way to impact ​This role combines strategic program management with hands-on incident leadership—championing impactful change initiatives while guiding the response to critical business incidents in real time. In this context, you'll collaborate across teams, bring clarity and focus to complex challenges, and help deliver meaningful business results in a dynamic, fast-paced environment. You'll partner with senior leaders across Seller Experience, Product, Compliance, Legal, Content, and other key functions—acting as a connector who fosters alignment, mitigates risks, and drives measurable, lasting impact across the organization. At least 8-10 years' experience in program management, customer operations, consulting, or transformation roles; financial services or regulated industry preferred.​ Proven analytical skills, ability to interrogate data, challenge assumptions, and drive strategic decision-making. Demonstrated incident management and operational risk mitigation experience in a large-scale, multi-region organization is advantageous. Impact-oriented mindset: thrive amid ambiguity and changing priorities, focusing on results. Exceptional executive communication: translating complex issues into concise insights and actionable recommendations.​ Matrix leadership: influence and drive change without direct authority across cross-functional teams.​ Self-directed ownership: maintain accountability and initiative for key outcomes with minimal oversight. Resilient under pressure: deliver quality outcomes for customers and teammates in high-stress, time-sensitive situations. Flexibility for occasional off-hours and weekend support. Commercial acuity: apply business insights to validate, challenge, and inform decisions.​ Strong stakeholder management: develop trust-based partnerships and drive enterprise-wide impact.