Human Centered Change Senior Manager- Public Sector

Salesforce•Washington DC, VA

1d•Hybrid

About The Position

Salesforce is seeking a Human-Centered Change Senior Manager to join the Experience Services Competency within Salesforce Professional Services. This role is responsible for ensuring overall delivery excellence and quality for customers, with a strong emphasis on Public Sector consulting and Human-Centered Change services. The Senior Manager will partner with customers and internal teams to drive success, improve processes, and advance the Human-Centered Change practice. The role involves strategic advisory, organizational analysis, developing and executing change strategies, leading change execution activities, driving stakeholder alignment, coaching leaders, integrating service design and behavior change methodologies, and ensuring operational excellence. Additionally, the role includes team leadership and contributing to the growth of the consulting practice.

Requirements

Minimum 8 years of industry experience in customer-facing roles leading complex experience-led engagements with large-scale transformation, as part of a cross-functional team.
Track record of delivering exceptional experiences from start to finish.
Experience leading Human-Centered Change, Business Value, or Design Thinking relevant workstreams.
Deep knowledge of change management principles, methodologies, and tools.
Application of AI tools in Human-Centered Change services delivery.
Excellent verbal and written skills.
Ability to articulate Human-Centered Change value to stakeholders at all levels.
Strong workshop design and facilitation skills.
A proactive, resourceful, creative thinker with the ability to inspire others and navigate dynamic situations.
Consistent track record of building customer relationships.
A great listener with the ability to connect with people in diverse roles.
Holds the Prosci® Change Management Certification.
Proven experience with Public Sector customers (Federal Civilian, Defense, State & Local Government, Nonprofit, or Education).
BA/BS or MA/MS in a related field, or equivalent experience.
A willingness to travel when required (up to 25-30% of the time) and an understanding of the value of working onsite with our customers.
Candidates must be a United States citizen.

Nice To Haves

Salesforce Administrator Certification
Salesforce Strategy Designer Certification
Salesforce Agentblazer Innovator or Agentblazer Legend Credential

Responsibilities

Serve as a trusted advisor to customers, advising on change management best practices and recommending improvements.
Conduct change impact, readiness, and barrier analyses to assess customer capacity for transformational change.
Develop and execute holistic change strategies for complex transformation initiatives.
Partner with customers to define key performance indicators and program success metrics.
Scale human-centered change practices and new ways of working.
Lead change management activities, including needs analysis, change readiness assessment, communication planning, training planning and delivery, and creation of related work products.
Leverage AI tools in the creation and execution of plans.
Drive stakeholder alignment, engagement, and buy-in across functions.
Facilitate cross-functional partnerships to craft and implement new ways of working.
Coach senior leaders, managers, and supervisors on Human-Centered Change best practices.
Integrate human-centered service design, behavior change science methodologies, and Design Thinking methodology into the Human-Centered Change roadmap.
Demonstrate repeatable change methodologies for customer self-sustainment.
Collaborate closely with program management teams to integrate change strategies into program delivery.
Identify and proactively manage risk areas and commit to seeing issues through to complete resolution.
Positively impact customer renewals and extensions (when applicable).
When applicable to a project assignment, lead other Human-Centered Change team members to drive results and serve as a point of escalation.
Identify and lead internal strategic initiatives to grow the consulting practice.
Serve as an active contributor to the community’s overall knowledge base and expertise.
Generate positive feedback from internal teams and leadership.