Senior OCM Specialist
- Pay Rate: $81.18/hour, depending on experience
- Contract Length: 7 Months (end date December 31, 2026)
- Location: Calgary, Alberta
Raise is currently hiring a Senior OCM Specialist on behalf of our client. They’re expanding their team to meet growing needs, making this a unique opportunity to work with an industry leader.
Note: The primary pay rate is based on T4 classification; however, we will also consider applications from candidates interested in an INC classification, where applicable.
Description
The OCM Specialist ensures the transformation is understood, adopted, and sustained by frontline teams—balancing speed and rigour while navigating sensitivities around job security, labour impacts, and concerns about AI.
We are executing a major transformation that impacts thousands of frontline employees across airport operations and our contact centres. The program introduces AI‑enabled tooling, new process changes, and updated performance measures to deliver safer operations, better customer experience, reduced handle time, and improved employee experience.
Responsibilities
- OCM Strategy & Plan – Program‑level change strategy, governance model, and phased rollout approach (pilot → scale).
- Stakeholder & Union Engagement Plan – Stakeholder map, union liaison approach, co‑design touchpoints, grievance‑risk mitigation.
- Change Impact Assessment – Role‑based analysis across people, process, policy, technology, and metrics; prioritization and sequenced interventions.
- Communications Plan & Leader Toolkits – Empathetic messaging on job security/AI/privacy, leader talk‑tracks, FAQs, escalation paths, and myth‑busters; two‑way feedback channels.
- Training & Enablement Strategy –curriculum planning for 24/7 operations (microlearning, sandbox practice, train‑the‑trainer, floor coaching); performance supports and job aids per classification.
- Readiness Scorecard & Gates – Site readiness criteria (data quality, policy approvals, employee association/union sign‑off), and pause/rollback criteria.
- Hypercare & Sustainment – Command‑centre playbook, incident triage, comms templates, coaching and reinforcement plan.
- Measurement & Benefits Realization – Metrics across adoption → proficiency → performance (e.g., take‑rate, QA outcomes, CSAT/OSAT, handle time, rework) and attribution of change uplift.
Qualifications
- 8+ years leading OCM for enterprise transformations in frontline, high‑volume environments (airline, contact centre, retail, logistics, or similar).
- Proven experience operating within unionised contexts (shop stewards, collective agreements, seniority rules).
- Demonstrated success addressing job security concerns and AI‑related sensitivities with credible, leader‑led communications.
- Strong capability in stakeholder mapping, change impact assessments, readiness planning, and adoption measurement.
- Track record designing learning for 24/7 operations (shift‑friendly scheduling, bite‑size modules, in‑flow performance support).
- Excellent facilitation and conflict resolution skills; able to run working sessions with Ops, HR, Legal, Safety, IT, and union reps.
- Comfortable with tools/practices such as Prosci/CCMP, Jira/Azure DevOps, ServiceNow/CRM platforms, and modern learning tools
- Clear, empathetic written and verbal communication—able to translate complex topics (AI, data privacy) into plain language.
Nice to Haves
- CCMP or Prosci certification.
- Prior airline/aviation experience (station operations, ramp/gate processes, IROPs).
- Exposure to contact‑centre AI (agent assist, auto‑summaries, next‑best‑action) and knowledge management.
- Experience building Communities of Practice and operating models (roles, competencies, governance).
- Familiarity with safety‑critical documentation controls and regulatory approvals.
Education Certifications
- Bachelor’s Degree Business Administration, Human Resources, Organizational Psychology, or Communications.
- PROSCI Certified Change Management Practitioner (Nice to Have)
- CCMP™ (Certified Change Management Professional) (Nice to Have)
- Project Management Professional (PMP) (Nice to Have)
Soft Skills
- Frontline empathy & pragmatism – Designs that respect queue realities, shift bids, and operational safety.
- Credibility & trust‑building – Transparent role‑impact statements, leader‑owned messaging, and authentic engagement.
- Structured yet flexible – Plans with clear gates, plus the ability to adjust during IROPs or unexpected constraints.
- Data‑informed judgement – Balances qualitative feedback with quantitative indicators to steer adoption tactics.
- Calm under pressure – Maintains composure and clarity during incidents, escalations, and high‑visibility moments.
- Collaboration & influence – Works across Architecture, Cybersecurity, Data Governance, HR, Legal, Safety, and PMO to unblock decisions
Additional Information
- Work pattern: Hybrid; occasional travel to stations/sites. Some early/late hours to align with 24/7 operations and change windows.
- Employee Association & Union engagement: Co‑design select artefacts; respect bargaining parameters and seniority rules.
- AI & ethics: Partner with Cyber/Data to ensure privacy by design, transparency on monitoring, and safe‑use guidelines.
- Governance: Clear decision rights, quorum requirements for approvals, documented rollback criteria
Looking for meaningful work? We can help!
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
We have a dedicated webpage for accommodations where you can learn more about what we offer and request accommodation: https://raise.jobs/accommodations/
In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or any other Raise job posting (or have any other questions), please contact us at +1 800-567-9675 or hello@raiserecruiting.com.
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