Manager, Process Excellence, Change & Communications

GENERAL PURPOSE This role sits within the North America (NAM) eCommerce Business Operations - Strategy & Programs team and supports the development of scalable process, change management, communications, training, and business readiness practices across the digital portfolio. The Manager, Process Excellence, Change & Communications establishes the templates, structures, and practical guidance that enable teams to document processes consistently, manage change effectively, and roll out new ways of working with clarity. This role partners closely with NAM Digital leadership, project managers, business owners, and cross-functional stakeholders to support portfolio adoption, process maturity, and operational consistency. The role also provides project management support for specific initiatives as needed to help the team deliver priority work. KEY RESPONSIBILITIES: ESTABLISH PROCESS EXCELLENCE & DOCUMENTATION STANDARDS

Establish and maintain standardized process documentation frameworks, templates, and governance expectations to be used across the Digital portfolio. Define practical approaches and minimum documentation requirements for operational processes, project processes, and team ways of working. Create reusable process assets, including process mapping templates, SOP templates, playbook structures, roles and responsibilities templates, governance documentation, and repository standards. Partner with functional teams and project managers to enable consistent process documentation while allowing process owners to maintain their own content over time. Facilitate process design or improvement discussions when needed to clarify workflows, roles, handoffs, decision points, and documentation gaps. Support continuous improvement by identifying opportunities to simplify ways of working, reduce ambiguity, and improve process repeatability across teams.

ESTABLISH CHANGE MANAGEMENT & ADOPTION APPROACH

Establish and maintain the change management approach, templates, and tools used across the portfolio of initiatives. Define scalable templates for stakeholder identification, change impact assessment, adoption planning, communications planning, readiness tracking, and success measurement. Provide guidance to project teams on how to apply change management practices in a practical and consistent way based on initiative size, complexity, and stakeholder impact. Partner with project managers and business stakeholders to integrate change management activities into project plans and rollout timelines. Support the identification of adoption risks, stakeholder concerns, behavior changes, and readiness needs that may impact successful implementation. Track adoption inputs and lessons learned to improve change management practices across future initiatives.

SUPPORT COMMUNICATIONS & ENAGEMENT

Establish communication frameworks, templates, and best practices to support Digital initiatives, process changes, and broader department priorities. Develop clear, audience-appropriate messaging that helps stakeholders understand what is changing, why it matters, and what actions are required. Create leadership-ready presentations, communication drafts, FAQs, talking points, toolkits, and engagement materials. Support large-scale department events, leadership forums, and organizational communication moments through content planning, coordination, and messaging support. Maintain and continuously improve communication channels, collaboration sites, and information-sharing platforms that support transparency and consistency. Partner with stakeholders to ensure portfolio and initiative communications are coordinated, timely, and aligned to business objectives.

ESTABLISH TRAINING & BUSINESS READINESS APPROACH

Establish and maintain training and business readiness templates, tools, and standards for use across the portfolio of initiatives. Define scalable approaches for training plans, readiness assessments,