Manager, Service Marketing & Change Enablement
Alcon
Summary
Lead service marketing, commercialization, strategic communications, and organizational change initiatives that increase awareness, readiness, adoption, and value realization for global service offerings and digital capabilities.
Job description
Based in Fort Worth, Texas, this onsite role partners across Service Operations, Commercial, Technical Services, Digital Solutions, Business Intelligence, and regional organizations to develop go-to-market strategies, value propositions, launch communications, stakeholder engagement plans, and adoption frameworks. Use customer insights, adoption analytics, performance metrics, and executive reporting to identify barriers, strengthen commercial readiness, improve customer and user adoption, and drive sustained utilization of service capabilities.
In this role, a typical day will include:
- Developing and executing global service marketing strategies that support Alcon service offerings, digital solutions, commercialization priorities, and business growth objectives.
- Creating value propositions, messaging frameworks, promotional campaigns, launch communications, and field-facing or customer-facing collateral that drive awareness, engagement, and adoption.
- Partnering with commercial, regional, service operations, technical, and digital solutions teams to support go-to-market readiness and sustained utilization of service capabilities.
- Building adoption strategies and organizational change management plans that improve readiness, address adoption barriers, and support sustained behavioral change across teams and geographies.
- Defining and monitoring adoption metrics, including user engagement, feature utilization, training effectiveness, adoption rates, customer satisfaction, value realization, and commercialization progress.
- Using performance analytics, customer feedback, market insights, and business intelligence to identify trends, risks, opportunities, and continuous improvement actions.
- Developing executive dashboards, leadership updates, newsletters, transformation messaging, launch materials, and communication toolkits that create clarity and alignment.
- Conducting stakeholder analysis, change impact assessments, and readiness evaluations to identify adoption barriers and develop targeted communication, training, and reinforcement plans.
- Partnering with field and commercial teams to create sales enablement materials, customer journey communications, launch toolkits, and feedback mechanisms that support service commercialization and customer adoption.
Preferred
- Experience leading organizational change, transformation, adoption, or change enablement initiatives.
- Proven success developing communication, stakeholder engagement, and adoption strategies that support implementation of new technologies, services, processes, or business initiatives.
- Experience creating value propositions, go-to-market strategies, commercialization plans, launch communications, and customer-facing messaging.
- Demonstrated ability to influence and build alignment across cross-functional teams, including commercial, service, digital, technical, and leadership stakeholders.
- Strong analytical capabilities with experience leveraging adoption metrics, dashboards, business intelligence, customer feedback, and performance data to drive business decisions.
- Excellent executive communication, presentation, and storytelling skills with the ability to simplify complex concepts for diverse audiences.
- Experience leading strategic initiatives, product or service launches, or enterprise-wide programs in matrixed organizations.
- Knowledge of customer adoption, customer experience, stakeholder readiness, and change management best practices.
- Familiarity with structured change management methodologies, project management practices, or adoption frameworks.
- Experience within healthcare, medical device, life sciences, pharmaceutical, technology, or other regulated industries.
Requirements
- Bachelor's Degree or Equivalent years of directly related experience (or high school +13 yrs; Assoc.+9 yrs; M.S.+2 yrs; PhD+0 yrs)
- The ability to fluently read, write, understand and communicate in English
- 5 Years of Relevant Experience
Benefits
- Health insurance
- Life insurance
- Retirement plan
- Paid time off
Company overview
Alcon Inc. is the global leader in eye care, dedicated to helping people see brilliantly. Founded in 1945 as a small pharmacy in Fort Worth, Texas, the company has grown into the world's largest eye care device company with complementary businesses in Surgical and Vision Care. As a Swiss-American multinational corporation headquartered in Geneva, Switzerland with major operations in Fort Worth, Texas, Alcon operates in 60 countries and serves patients in over 140 countries. The company's Surgical segment focuses on ophthalmic products for cataract surgery, vitreoretinal surgery, refractive laser surgery, and glaucoma surgery, including implantables, consumables, and surgical equipment. The Vision Care segment comprises daily disposable, reusable, and color-enhancing contact lenses, along with a comprehensive portfolio of ocular health products for dry eye, contact lens care, and ocular allergies. With over 75 years of heritage, Alcon has a long history of industry firsts and makes substantial annual investments in research and development to meet evolving customer needs and advance patient care. The company became an independent publicly-traded entity in 2019 after spinning off from Novartis.