Change Management, Release & Cutover Lead

Position Summary

We are seeking an experiencedChange Management, Release & Cutover Lead to support successful delivery and adoption of customer-facing technology solutions. The ideal candidate will have strong experience developing comprehensive test plans, coordinating business and technical stakeholders, managing organizational change, and planning complex releases and customer-facing cutovers.

This role requires strong coordination, communication, and risk-management capabilities to ensure solutions are thoroughly validated, deployments minimize business disruption, and impacted users and operational teams are prepared for change. Experience supportingcustomer service, customer support, or other service-oriented environments is strongly preferred.

Key Responsibilities

• Develop, manage, and executecomprehensive test plans in partnership with business, technology, QA, and operational stakeholders.
• Work closely with business stakeholders to define testing objectives, acceptance criteria, readiness requirements, dependencies, and success measures.
• Leadchange management activities, including stakeholder communications, change-impact coordination, training planning, and organizational readiness.
• Develop and execute detailedrelease and deployment plans to support smooth implementation while minimizing business and customer disruption.
• Plan and managecustomer-facing cutovers, including implementation schedules, dependencies, checkpoints, contingency plans, and post-deployment activities.
• Coordinate cross-functional teams across Business, IT, QA, Operations, Customer Support, Training, and other impacted groups.
• Identify implementation and cutover risks early and establish appropriaterisk mitigation and contingency plans.
• Drive go-live readiness reviews and ensure business, operational, technical, and support teams are prepared for deployment.
• Coordinate training activities and ensure impacted teams have the necessary documentation, processes, and support before implementation.
• Manage stakeholder communications before, during, and after releases and cutovers.
• Monitor deployment and adoption activities and coordinate resolution/escalation of issues that could affect customers or business operations.
• Maintain focus oncustomer experience and operational continuity throughout testing, change, release, and deployment activities.

Required Qualifications

• Strong experience inChange Management, Release Management, Deployment Planning, and Cutover Management.
• Demonstrated experience developing and managingtest plans and business readiness activities.
• Hands-on experience planning and coordinatingcustomer-facing production cutovers.
• Strong stakeholder management and cross-functional coordination skills.
• Experience developing stakeholder communications and coordinating training and organizational-readiness activities.
• Strong understanding of implementation risk management, dependencies, contingency planning, and go-live readiness.
• Ability to coordinate multiple business and technical workstreams in complex enterprise environments.
• Excellent written and verbal communication skills.
• Strong problem-solving, planning, organization, and leadership abilities.

Preferred Qualifications

• Experience withchange management in customer support, customer service, or service-oriented environments.
• Experience supporting large-scale enterprise technology implementations or transformation programs.
• Understanding of business acceptance testing, release governance, deployment readiness, and post-production support.
• Experience working in environments wherecustomer experience, service availability, and operational continuity are critical.