LegalZoom is the nation’s leading provider of personalized, online legal solutions and legal documents for businesses and families.  We are high-growth and fast-paced with a mission to disrupt the legal industry by bringing great legal help to people at a reasonable price.  We believe in hard work, passion, and innovation for what we do and how we deliver.

The Change Management Specialist (CMS) reports to the Sr. Manager of Sales Enablement and primarily supports LegalZoom’s Operations. Duties include content development for print and web consumption, contact center communications support, project management, and administrative support for the enterprise Salesforce Knowledge Base. The CMS regularly collaborates with the Instructional Design & Delivery, Process Improvement, Project Management, and Operations Leadership.

What you’ll do:

• Partner with Operations Subject Matter Experts (SMEs) in design, development, implementation and maintenance of company- and customer-facing content to meet enterprise objectives
• Partner with Operations and Corporate team stakeholders to identify and validate processes and then review, organize, share and adapt these processes
• Create detailed process flows to inform source documentation and training content
• Critically review and integrate information from various source content
• Deliver and communicate timely and complete notification of operational, marketing, and systems changes to the appropriate teams
• Constructively review and recommend improvements for the Knowledge Base and other resources for customers and Zoomers to more quickly and easily access the information they need
• Works closely with leadership to create / manage roadmaps and coordinate development and implementation of multiple initiatives
• Works closely with our Sales Enablement team to train, implement and support contact center change management initiatives related to optimizing operations, releasing/rolling out launches of new products, programs/systems, updating resources, and refining processes
• Tracks project statuses; recommend adjustments to team member assignments and resource allocations to ensure operational readiness at the agreed upon deadline
• Lead special projects related to sales enablement and change management efforts as assigned
• Consistently and effectively apply LegalZoom.com branding and positioning practices

Requirements: 

• Minimum of 3 years of experience working with Microsoft Word, Excel, PowerPoint,
• 1 - 2 years of experience working across corporate teams

Qualifications:

• BA or equivalent in Communications, Journalism, or English, preferred
• Familiarity with call center service channels, metrics and technologies (e.g., Salesforce, email, IVR/ACD), preferred
• Ability to focus on deadlines and deliverables
• Excellent written and verbal communication skills
• Self-starter, self-motivated, driven individual
• Strong analytical, research and problem-solving skills
• Work experience highlighting strong organizational skills and the ability to manage multiple tasks and priorities in a fluid and rapid-growth environment
• Work experience featuring process development and project management skills
• Knowledge of best practices in content development and management
• Experience with process creation and improvement