Human Centered Change Manager

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Job Category
Customer Success Job Details
About Salesforce

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Role Overview

As part of the Experience Services competency in Professional Services, the Salesforce Professional Services Human-Centered Change team is seeking an experienced Human-Centered Change Manager. This role coaches and guides Salesforce customers to think differently about how they introduce change throughout their organizations. The Manager is responsible for the successful delivery of HCC engagements, providing guidance and oversight to other team members who are part of the change management workstreams, and/or leading the execution of key change management activities. They build strong, collaborative partnerships with customers, project leadership, and account leadership.
Key Responsibilities

- Develop and execute holistic change strategies for complex transformation initiatives.

- Integrate human-centered service design and behavioral science methodologies.

- Facilitate cross-functional partnerships to design and implement new ways of working.

- Drive senior leadership alignment and executive sponsorship to support transformation success.

- Scale human-centered change practices and new ways of working.

- Analyze the organizational landscape to understand a customer's capability and capacity for managing transformational change.

- Proactively identify potential barriers to change and develop recommended solutions to share with Account Leadership, Project Leadership, and Customer Project Sponsor(s).

- Conduct change impact and barrier analyses, stakeholder interviews, and process reviews.

- Design and implement monitoring, measurement, and evaluation frameworks to assess change success.

- Collaborate closely with program management teams to integrate change strategies into delivery and execution.

- Integrate Design Thinking methodology and outcomes into the Human-Centered Change roadmap.

- Coach senior leaders, managers, and supervisors on Human-Centered Change best practices and articulate the value of change strategies.

- Coach and develop junior team members and project staff.

- Demonstrate repeatable change methodologies for customer self-sustainment.

- Act as the primary point of accountability for designated HCC customer engagements, ensuring delivery quality and client satisfaction.

- Support HCC go-to-market activities including scoping, proposal development, and SOW creation.

- Manage subcontractors and SI partner relationships to ensure aligned and high-quality delivery.

- Serve as a recognized subject matter expert within the HCC Practice, contributing to practice innovation through integration of design, change management, and behavioral science methods.

- Apply foundational expertise across change leadership, culture transformation, org/operating model design, and employee experience.

Minimum Requirements

- Knowledge of change management principles, methodologies, and tools (e.g., Levers & ADKAR).

- Experience leading Business Value, Design Thinking, or Human-Centered Change relevant workstreams.

- Minimum 5 years of industry experience in customer-facing roles.

- Ability to clearly articulate Human-Centered Change value to stakeholders at all levels.

- Passio