Change & Adoption Manager, CRM

eBay•Toronto, ON

1d•CA$85,600 - CA$114,300•Onsite

About The Position

eBay’s B2C Seller Solutions organization is focused on creating efficient, scalable, employee-centered experiences that help teams better support sellers around the world. Within this environment, the Salesforce ecosystem plays an important role in enabling operational excellence across approximately 1,600 employees globally. Working at the intersection of Business, Product, and Technology, this team helps ensure platform investments translate into meaningful business value, stronger employee experiences, and lasting operational improvements. As a Change & Adoption Manager, CRM you will lead adoption and organizational change efforts across Salesforce initiatives that support North American business users while partnering with global stakeholders. You will help shape how new capabilities, process improvements, AI-assisted solutions, and broader transformation programs are introduced, understood, and embraced! Based in Toronto, this role collaborates with the consumer sales support group to represent regional needs. It incorporates readiness and adoption into transformation efforts. The role supports delivering measurable improvements in efficiency, happiness, and long-term business outcomes!

Requirements

3-5 years of experience in change management, business transformation, product operations, digital transformation, CRM transformation, organizational effectiveness, or a related field, with a track record of supporting measurable business results and lasting behavioural change.
Experience driving adoption and value realization for Salesforce CRM or other enterprise technology platforms, ideally in agile, cross-functional, and globally distributed environments.
Strong knowledge of organizational change management, including stakeholder engagement, communications, readiness planning, adoption strategy, and the ability to influence decisions across Business, Product, and Technology teams, including senior leaders.
Strong analytical, project, and program management skills, with the ability to interpret adoption data, operational metrics, and user feedback, prioritize multiple workstreams, and turn insights into clear, practical recommendations.
Excellent communication, facilitation, and stakeholder leadership skills, along with a customer- and employee-centered approach and a passion for improving experiences and driving meaningful business outcomes.
Experience using AI tools and new technologies to enhance operational efficiency, improve employee experience, and make communications, training, and adoption efforts more effective, scalable, and impactful.

Nice To Haves

Salesforce ecosystem experience and/or Salesforce certifications.
Prosci, CCMP, or other organizational change certifications.
Experience supporting large-scale digital transformation initiatives in product-led organizations.
Consulting or transformation experience in technology, eCommerce, SaaS, or customer operations environments.
Experience collaborating with geographically dispersed teams across North America and international markets.

Responsibilities

Lead the North America Salesforce adoption strategy aligned with the global change strategy.
Represent regional needs.
Influence global adoption priorities.
Drive successful implementation to support transformation outcomes across a global ecosystem serving about 1,600 workers.
Drive successful organizational change for Salesforce improvements, new product capabilities, workflow optimizations, AI-supported innovations, and wide-ranging transformation initiatives, helping teams adopt change effectively and realize clear business value.
Assess organizational readiness, identify adoption barriers and change risks, and implement mitigation strategies that improve launch success, reduce disruption, and support sustained behavioural change.
Partner closely with Business, Product, and Technology teams to incorporate employee experience, business readiness, and adoption requirements throughout the product lifecycle, while ensuring North American needs are reflected in global initiatives.
Use adoption metrics, employee feedback, workflow observations, and operational data to identify pain points and improvement opportunities, translating insights into recommendations that improve usability, efficiency, and business outcomes.
Build scalable communication, training, and enablement programs—including workshops, self-service resources, knowledge content, targeted campaigns, governance models, and playbooks—that support long-term adoption and continuous improvement.