Senior Change Manager

10603 Ireland, Dublin Player Support Services Permanent
The role: Senior Business Change Manager

We are looking for a Senior Business Change Manager to join our Operations Customer Experience team in Dublin, Ireland.

Are you our next star player?

Reporting to the Head of Change – Business Readiness and working closely with the senior leadership team within operations, you will be responsible for shaping the programme to meet the needs of customer experience teams and their users. The Senior Business Change Manager will be a key member of the Senior Cx leadership team and will work with the relevant project teams to support through the different stages of change lifecycles.  

This role follows a hybrid approach to working, allowing you to combine working from home with working in our modern offices. These discussions are between you and your manager to find the best pattern for you both! We will kit you out to work from home but know that working as a team is what makes us great and spending quality time together is essential for keeping us mission-aligned.

Why we need you

We need someone who will be:


  • Responsible for change readiness for all projects, initiatives & programmes that impact Customer Experience.
  • Identifying and ensuring there is a defined and agreed vision and clear picture of the future state.
  • Motivate, manage and develop the change management team to ensure all key business changes are communicated and implemented with limited disruption.
  • Support overall channel strategy for Customer Experience, identifying new ways of communicating with our players and initiating initial conversations with third parties.
  • Responsible for implementation of all business changes which affect Customer Experience Operations while ensuring all proposed changes are in line with the programmes vision.
  • Articulating the change and impact of the change from a people, process, policy, and systems perspective across stakeholders.
  • Fully understand the programme impacts established by others to be evaluated particularly in relation to time related and disruptive costs.
  • Provide and utilise experience from a customer perspective to help shape and ensure objectives & expected outcomes are clearly defined & measurable.
  • Ensure post-handover that each change is fully embedded into standard BAU ensuring all key benefits are realised.
  • Ensuring that submissions are robust to support entitlement to avoid conflict/disputes.
  • Support other programme workstreams and product owners as required.

Who we’re looking for

  • Demonstrated track record of experience in leadership roles which includes organisational change /transformation programmes.
  • Demonstrated ability to deliver both strategic and tactical results across diverse cultures from inception to completion.
  • Experience in driving large, cross-functional changes/projects.
  • Ability to work autonomously with a pro-active mindset, knowing when to consult.
  • Excellent communication skills and the ability to influence and anticipate requirements.
  • Knowledge and understanding of the principles, discipline, methodology, and practices of change management.
  • Able to work on several concurrent subjects to tight timescales and have a pragmatic approach to the resolution of several complex challenges.
  • Ability to deal with ambiguity and thrive in a rapidly changing environment.
  • Experience using problem solving and analytical skills to solve business problems and drive process improvements.
  • Highly organised and excellent attention to detail.
  • An individual with a strong understanding of Customer Contact Centre Operations who can represent the people impacted by the change while supporting the business.

What’s in it for you?

Our experience-based salaries are competitive. Plus, there’s a discretionary annual performance bonus. And we provide advice and dedicated assistance to those moving to Dublin.

Your package will include:

  • Health and dental insurance for you, your partner and your children (if you all live at the same address)
  • A personal interest allowance to let you learn something new or pursue a hobby
  • The option to join our company pension scheme
  • Looking to extend your family? You will receive a cash gift of 1,000 EUR for your new addition whilst working for us
  • In-house training and development to develop your skills, progressing your career
  • Access to an onsite gym.

About the Group

PokerStars is part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of the FTSE 100 index of the London Stock Exchange. Flutter brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.

We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.

We will look to provide reasonable accommodation for applicants with disabilities to participate in the job application or interview process. If you need assistance, please contact:

Please note we cannot accept general applications; this inbox is just for providing support to those who need it.

Want a seat at the table? Apply now!

We will aim to respond to you as soon as possible. If you’re the right fit for the role, you will be invited to a phone/zoom interview.

Find your passion with PokerStars.


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