Manager, CX Adoption

Beta and pilot delivery (primary focus)

• Run each beta or pilot end to end once the Adoption Lead and Product have set its scope and success criteria: cohort recruitment and onboarding, mission protocol, participant guide, comms cadence and close-out.
• Keep the cohort engaged for the length of the program: run the kickoff and check-in sessions, create the shared channel where participants compare notes, spot drop-off early and intervene before it spreads, and raise blockers to Product while there is still time to fix them.
• Capture participant behavior and feedback across platform data, surveys and sessions, and deliver a plain-language readout with a recommendation on what to fix, what to keep and whether the platform is ready for wider release.
• Maintain the group's beta and pilot playbook (templates, timelines, checklists) and improve it after every program so each new one starts from the last.

Launch and activation (Attract and Ignite)

• Carry beta and pilot learnings into the launch plan: the messages that landed, the stalls to design around and the colleague stories worth telling.
• Deliver assigned launch and campaign workstreams led by the Messaging and Activation Lead: draft colleague-facing messages, Teams posts and in-product prompts within the positioning and messaging guidelines set by Comms and Product, tailor them to the business units and teams being activated, and test hooks, timing and format.
• Track colleague exposure across the eight platforms, flag where betas, launches and campaigns would collide, and recommend sequencing to the Adoption Lead.

Sustained use (Embed)

• Produce short-form learning assets (quick-start guides, walkthroughs, mission-style challenges) that move colleagues from first use to habit, and measure them by behavior change in the product rather than completion.
• Run post-launch follow-through on assigned platforms at the team level: team onboarding sessions, use-case spotlights from inside the group, re-engagement of colleagues who tried once and stopped, and nudges timed to the moments a team is most likely to form a habit.

Measurement and insight

• Feed the group's adoption metrics from every program this role runs: participation, activation, 30-day active use and sentiment for each cohort, business unit and team, reported on the cadence the Analytics & Insights Lead sets so the picture is never out of date.
• Use those metrics to choose the next action: read where a cohort or team is stalling in the funnel and adjust the program while it is running, whether that means a new mission, a different message, a team session or a direct follow-up with the people who stopped.

Advocacy and community

• Help recruit, onboard and maintain the Enterprise Colleague Advisory Community panel as the primary source of beta and pilot participants, keeping it representative across business units and within contact caps so colleagues are not over-asked.
• Help build and run the communities of practice and champion groups that keep adoption going after launch: recurring sessions, shared channels and peer-to-peer problem solving, in coordination with the Experiences, Engagement and Enablement team so in-person events connect to live programs.
• Collect colleague stories, quotes and use cases from these groups for comms, training and leadership materials.