Operations Change Lead

Job Description

Core Responsibilities

As part of a Global Team, the Operations Change Lead is responsible for leading change initiatives (can be global, cross-regional or regional), while also providing local support for implementation of changes led by fellow OCLs. Where region-specific changes arise, the role also is responsible for leading their delivery locally. The role bridges global change planning with local operational execution, ensuring changes are coordinated, understood, and successfully embedded across advisors, team leaders, and support teams through strong partnership with local Operations Leadership, the Global Operations Change
Manager, and cross-functional stakeholders.

• Lead end-to-end change management for lobal or cross-regional initiatives, including planning, stakeholder coordination, communications, readiness activity, implementation support, and follow-through

• Own the local implementation of globally led changes within your region, working closely with fellow Operations Change Leads to translate change into practical action for advisors, team leaders, and support teams

• Lead region-specific change initiatives where applicable, ensuring local changes are assessed, coordinated, communicated, and implemented successfully

• Assess operational impact, risks, dependencies, and readiness needs, ensuring timely escalation where significant business, consumer, or service impact is identified

• Act as a key change partner to local Operations Leadership, representing regional needs, constraints, and insights in wider change discussions and helping to shape local implementation approaches

• Facilitate effective communication and engagement, creating opportunities for discussion, alignment, and feedback

• Respond to urgent or in-the-moment operational issues, coordinating stakeholders to shape response plans, support global and local execution, and communicate clearly at pace

• Support readiness for priority commercial, digital, and service changes, including campaigns, product launches, promotions, peak periods, and service model developments

• Apply Operations Change Team frameworks, standards, and governance consistently, while contributing regional insight to strengthen the overall change approach across Consumer Shopper & Engagement (CSE)

• Monitor implementation, gather feedback, and identify issues, trends, and contact drivers, partnering with relevant teams to improve outcomes and feed learning into future change activity

• Use sound judgement to manage incoming stakeholder requests, ensuring support is proportionate, well-scoped, and aligned with operational priorities and capacity

Do you have what it takes?

• Experience in change management, operations, project coordination, service delivery, or a related field

• Strong ability to translate business or project changes into practical operational implementation

• Experience working in a complex, matrixed environment with multiple stakeholders

• Strong stakeholder management skills, with the ability to influence, challenge constructively, and build trusted relationships

• Excellent communication skills, with the ability to adapt approach and messaging for different audiences and create opportunities for dialogue

• Strong planning, organization, and prioritization skills, with the ability to manage multiple changes at pace

• Ability to assess impact, risk, and urgency, and respond quickly when operational issues arise

• Good analytical skills, with the ability to use data, feedback, and operational insight to inform recommendations

• Understanding of customer service operations, consumer experience, and operational processes

• Knowledge of LEGO products, systems, and processes is a plus

• Familiarity with change management or continuous improvement approaches is a plus

Collaboration

• Builds strong partnerships across local and global teams. This will require participating in global meetings that fall outside of regular working hours due to zones time differences.

• Encourages open dialogue and actively seeks different perspectives

• Works constructively across functions and uses expertise from others to strengthen outcomes

Results Orientation

• Takes ownership for driving change through implementation

• Maintains focus on pace, quality, and impact

• Responds proactively to emerging issues and changing priorities

Strategic Orientation

• Understands how local changes connect to wider CSE priorities

• Identifies risks, dependencies, and improvement opportunities early

• Uses sound judgement to prioritize, challenge, and escalate effectively

Additional details on this position

• This position will be based in Tempe, AZ.

• Our workplace enables our LEGO® colleagues to be and do their best at work. Introducing a flexible way of working through a hybrid working model is a great example of how we live up to our ambition. This 3-day in the office hybrid working model will exemplify our People Promise by embracing the different life situations of our colleagues.

• There will be no relocation assistance for this role.

Compensation

The salary for this position has a range of $65,986.00 - $98,978.00 based on anticipated responsibilities, market benchmarks, and organizational constraints. The LEGO Group carefully considers a wide range of compensation factors, including but not limited to prior experience, skills, expertise, location, internal equity, and other considerations permitted by law. The comprehensive remuneration details, inclusive of benefits, will be communicated upon finalisation of the employment offer.

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here are some of what to expect:

Family Care Leave –We offer enhanced paid leave options for those important times.

Insurances –All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based

Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme

Your workplace –When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.

Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at 1.860-763-7777, option #3. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.

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Then make it real.

Join the LEGO® team today.