The Support organization at Ping Identity is evolving to deliver on a bold vision of operational excellence, customer advocacy, and future-ready service design. You will play a critical role in supporting the execution of that vision by partnering with initiative owners across Digital CX, and Support functions to drive adoption, alignment, and measurable progress on transformation initiatives. Reporting to the Sr. Director of Digital CX, this role helps embed consistency, accountability, and innovation into our operations. It’s a strategic support position—focused on facilitating change, enabling initiative success, and fostering a high-performing team culture rooted in learning and trust. You will serve as a central enabler across leadership, frontline teams, and cross-functional stakeholders, ensuring we operate with clarity, shared ownership, and agility.

You will:

Support execution of strategic Digital CX initiatives—including Intelligent Swarming, KCS, and AI-powered support transformation—by partnering with initiative leads to embed change management, facilitate adoption, and ensure alignment to business goals. Partner with initiative owners to define adoption success metrics, analyze, monitor progress, and surface insights through dashboards, feedback loops, and data-driven reporting. Lead initiative communications, stakeholder engagement, and enablement planning to drive coordinated change adoption, ensuring change efforts are well understood, coordinated, and reinforced across impacted groups. Facilitate alignment across cross-functional teams to define requirements and frameworks, translating long-range strategies into tactical actions through consistent documentation, frameworks, and shared project plans. Support the development and maintenance of initiative charters, roadmaps, and intake frameworks in collaboration with program owners to scale transformation efforts effectively.

You have:

2+ years in organizational change management, Digital CX, or transformation roles. Experience collaborating with cross-functional leads to drive change, enable adoption, and support execution of strategic initiatives. Ability to build and sustain reporting structures for adoption metrics, change impact, and engagement health. Strong communication and facilitation skills to engage stakeholders across technical and non-technical roles. Empathy for frontline teams and practical understanding of how to enable adoption in high-velocity support environments. Familiarity with enablement, process improvement, and support models such as KCS, Intelligent Swarming, Case Quality, and Salesforce-based support portals.

You have an advantage if you:

Have education or experience in UI/UX or AI. Have worked directly in or with Technical Support organizations or support transformation efforts. Have a background in Agile project support or enterprise program coordination. Hold a change management certification (e.g., Prosci, ACMP) or have hands-on experience implementing change strategies at scale. Are comfortable navigating Salesforce, Search Engines, AI, Google Analytics, and Docebo to support initiative leads with tracking and measurement.

Salary Range: $50,000 - $60,0000 

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.