Human-Centered Change Senior Manager

Salesforce•Washington, DC

4d•$150,100 - $227,000

About The Position

Salesforce Professional Services works with executive-level customers to define transformational opportunities and plans for execution, considering people, process, and technology. The Human-Centered Change Senior Manager guides customers through complex organizational transformations, leads holistic change strategies, and helps advance the Human-Centered Change (HCC) practice. The role builds collaborative partnerships with customers, project leadership, and account leadership and is accountable for successful HCC engagement delivery, including guiding other team members and leading key change management activities. Success is measured by contribution and collaboration within the HCC group, leadership and alignment of project teams and customers, successful engagement outcomes, and customer satisfaction. The role leads customer engagements, participates in Salesforce culture, and maintains the skills and capabilities required for the position. It also involves using AI tools in delivery work to improve the efficiency and quality of change strategies, workshops, and client deliverables. Travel of up to 50% is expected.

Requirements

At least 8–10 years of industry experience in customer-facing roles.
Experience consulting on enterprise-level technology transformation programs; experience with Fortune 500 companies is preferred in the posting.
Strong proficiency with AI tools, such as generative AI and automation platforms, for innovation, efficiency, and day-to-day design work.
Knowledge of change management principles, methodologies, and tools, such as Salesforce's LEVERs model and ADKAR.
Ability to clearly communicate the value of Human-Centered Change to stakeholders at all levels.
Demonstrated ability to design and implement monitoring and measurement frameworks to evaluate change success.
Strong organizational change management experience, including identifying processes, groups, and structures that must change to achieve a strategic vision.
Strong research and synthesis skills, including extracting insights from qualitative and quantitative data.
Proven ability to build client relationships and work in client-facing roles.
Proactive, self-sufficient, and professional approach, with strong organizational, time-management, and communication skills.
Excellent verbal and written communication skills.
Experience with Salesforce, Microsoft Dynamics, Oracle, SAP, or other enterprise software.
Experience working across a variety of industries, including B2B and B2C.
Degree or equivalent relevant experience; experience may be evaluated through core competencies such as leadership, military service, volunteer roles, and work experience.
Willingness to travel up to 50% of the time.

Nice To Haves

Salesforce product knowledge and solution design experience.
Change consulting background.
Experience in Financial Services, Health, or Life Sciences.
Prosci Certification.
Salesforce Admin Certification.
Salesforce Strategy Designer Certification.
Salesforce Agentforce Specialist Certification.

Responsibilities

Develop and execute holistic change strategies for complex transformation initiatives.
Drive senior leadership alignment and executive sponsorship to support transformation success.
Serve as the HCC point of accountability for designated customer engagements, ensuring delivery quality and client satisfaction.
Apply change leadership, culture transformation, organizational and operating model design, and employee experience skills to transformation work.
Assess project and organizational contexts, proactively identify issues, and recommend solutions to account leadership, project leadership, and customer sponsors.
Contribute as a subject matter expert to continuous innovation of HCC offerings.
Use AI tools to improve the efficiency and quality of change strategy development, workshop design, and client deliverables.
Develop project scopes, timelines, and strategic roadmaps that prioritize investments and support business objectives.
Manage scope changes, identify potential issues, and adjust plans when needed.
Collaborate with internal team members to structure project work and plan and execute client proposals.
Identify new business opportunities and connect appropriate people to support them.
Lead change activities across the project lifecycle, including research, workshops, interviews, and synthesis.
Build relationships with customers and key stakeholders, and ensure project teams and clients understand project roles, responsibilities, and vision.
Lead, coordinate, and manage project teams independently or with other project leaders.
Maintain team motivation and morale, and identify, resolve, or escalate team issues and conflicts.
Engage and partner with external clients and other partners when required.
Manage HCC project colleagues with multidisciplinary backgrounds.