Change Management Consultant

Creative Solutions Services, LLC; San Francisco (CA); Hybrid; USD 124,000 - 134,000; Full time

Job summary

Creative Solutions Services, LLC is seeking a Change Management Consultant for a 6-month contract in San Francisco (Hybrid). Compensation is $90–$97 per hour with benefits including health, 401(k), and paid sick leave depending on location.

The role demands ownership of the OCM strategy, stakeholder mapping, and end-to-end communications via SFMC and SharePoint, plus Moveworks/Aisera/ServiceNow fluency. Experience with deskless staff is required.

Qualifications

• 5+ years of change management experience across HR/IT employee-experience tech.
• Proven adoption of AI/self-service tools in a large multi-site workforce.
• Creative, low-friction adoption strategies for multilingual audiences.
• Ability to own change strategy end-to-end without external design resources.
• Fluency with HR Service Delivery and related domains.

Responsibilities

• Own the OCM strategy and plan, including governance and sponsorship roadmap.
• Build stakeholder impact assessments across process, tool, role, and audience.
• Own communications end-to-end across multilingual audiences via SFMC/SharePoint.
• Design Moveworks enablement content and admin tools for deskless staff.
• Manage automation trust, escalation, and human-in-the-loop approval.
• Develop change champion network across HQ, stores, DCs, and call centers.
• Drive GA readiness, hypercare, and reinforcement plans.
• Coordinate program governance and schedule with PM and product lead.
• Schedule phased activation waves to meet fixed GA deadlines.

Skills

5+ years change management

ADKAR method

stakeholder engagement

executive communication

change strategy from scratch

net-new AI adoption

multisite / deskless audiences

vendor coordination

Education

Bachelor's degree in Business, HR, Communications, IT or related field

Tools

Salesforce Marketing Cloud

SharePoint

Moveworks

Aisera

ServiceNow

Job description

Immediate need for a talented Change Management Consultant. This is a 06 Months Contract opportunity with long-term potential and is located in San Francisco CA (Hybrid).

Pay Range: $90 - $97/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities

• Own the comprehensive OCM strategy and plan for the program — defining the change approach, governance integration, sponsorship roadmap, and adoption-measurement framework using ADKAR or equivalent structured methodology, in fast-paced delivery toward a fixed GA deadline.
• Build stakeholder impact assessments across process, tool, role, and audience dimensions, identifying high-resistance segments, and change magnitude early.
• Own communications production end-to-end — developing message strategy, creating publish-ready campaigns, drafting leadership materials, and executing reinforcement communications for a multilingual, multi-site employee audience, delivered through Salesforce Marketing Cloud and SharePoint. All produced hands-on, without a comms team.
• Design and develop the Moveworks enablement curriculum and content — foundational awareness, role-based quick guides, and in-flow adoption nudges for both employees and HRSD / ITSM agents — all built personally, without an instructional-design team — plus a distinct track for deskless / store / DC audiences who cannot be reached through standard LMS assignment.
• Own the trust-and-adoption arc for agentic automation — sequencing change activation so employees trust "Know" (cited search) before "Do" (task execution with human-in-the-loop approval) scales; addressing over-automation and "wrong answer" fears directly. This is the thinnest, highest-risk part of the program — the role must solve it.
• Build and operate a change champion network across HQ, stores, DCs, and call centers — recruiting champions credible to their own peers and arming them to carry adoption where corporate messaging does not reach.
• Drive GA readiness and adoption reinforcement — establishing readiness criteria, GA and hypercare communications, and a reinforcement plan that prevents fallback to old habits and manual workarounds after the Moveworks transition.
• Execute program reporting and governance participation — regular status into program governance, coordination with the technical program manager and product lead, and strategy alignment with the OCM Lead.
• Manage the compressed activation window and phased waves — by sequencing change activation across the phased waves (Sept parity -> Dec new automations -> Jan GA -> monthly waves through 2027) and protecting against user saturation, mindful of peak-retail change-freeze windows.

Key Requirements and Technology Experience

• 5 years of change management experience, with a minimum of 3 years supporting enterprise HR, IT service, or employee-experience technology implementations.
• Demonstrated track record driving adoption of a net-new AI, self-service, or conversational tool across a large, multi-site workforce — including deskless / non-desk populations (store, DC, call center) where standard levers such as manager enforcement and LMS assignment are weak. It must be a demonstrated strength, not a growth area.
• A record of creative, low-friction adoption solutions — inventing resourceful ways to reach and activate distributed, multilingual audiences and to build trust in automation that acts on a user’s behalf.
• Proven ability to own change strategy from scratch AND execute it end-to-end — no reliance on separate instructional-design or communications resources. This person is a team of one.
• HRSD / ITSM / conversational-AI platform fluency — ServiceNow, Moveworks, Aisera, or comparable — sufficient to engage users on platform concepts from week one without technical onboarding. See preferred qualifications for the Moveworks-specific plus.
• Strong proficiency applying ADKAR or equivalent structured change methodology within condensed golive timelines and high stakeholder expectations.
• Proven ability to manage concurrent workloads under a fixed deadline — sequencing communications to prevent audience fatigue and message conflicts across phased waves.
• Strong executive communication skills — comfortable drafting on behalf of senior HR and technology leadership for enterprise-wide distribution.
• Bachelor’s degree in Business, Human Resources, Communications, Information Technology, or related field.
• Direct, hands-on Moveworks (or Aisera) implementation experience — a strong plus that shortens ramp time, but not a substitute for the required large-scale AI-adoption track record.
• Change management certification — Prosci ADKAR, ACMP, or equivalent.
• HR domain experience — familiarity with HR Service Delivery, HR operations, or the employee support lifecycle (case management, PTO, time & attendance, knowledge).
• Background in retail, consumer goods, or large multi-brand enterprises, with understanding of deskless/ store / DC workforce realities and peak-season operating constraints.
• Experience with Salesforce Marketing Cloud (or similar) for stakeholder campaigns, and SharePoint as a training repository and change-resource distribution system.
• Experience with multilingual / global rollout and localizing change and enablement content.
• Experience coordinating OCM with system integrators and vendor-delivered content, including quality oversight and delivery-timeline management.

Our client is a leading apparel and accessories retail Industry and we are currently interviewing to fill this and other similar contract positions.

Our office is located in Oakland, CA.

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