Change Management Lead

Strativia; Baltimore (MD); On-site; USD 120,000 - 160,000; Full time

Job summary

Strativia is seeking an experienced Change Management Lead to support the City of Baltimore's Salesforce 311 Modernization initiative. You will drive organizational change management, stakeholder engagement, and training programs to ensure adoption and operational efficiency.

The role collaborates with IT teams, city agencies, and leadership to align modernization objectives, manage risks, and deliver measurable improvements in service delivery and user experience through structured change

Qualifications

• Experience leading organizational change management in large-scale CRM/ERP projects.
• Knowledge of ADKAR, Bridges, McKinsey 7-S or similar frameworks.
• Experience with training strategy, stakeholder engagement, and evaluation.
• Strong written and verbal communication for diverse stakeholders.
• Proven ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Develop and execute change management strategies to support Salesforce 311 modernization.
• Lead stakeholder engagement to promote system adoption and minimize disruptions.
• Collaborate with IT, agency leadership, and external partners for alignment.
• Facilitate workshops and requirements sessions to identify needs and improve workflows.
• Design and manage training, user guides, and system documentation.
• Monitor adoption, training effectiveness, and operational performance for improvements.
• Support identification and resolution of system functionality and reporting challenges.
• Develop SOPs, best practices, and documentation for Salesforce 311 operations.
• Identify and mitigate risks to support a successful transition.
• Track KPIs and report progress to senior leadership and stakeholders.
• Provide regular updates and recommendations to project governance.

Skills

Change management

Stakeholder engagement

Training programs

Communication

Problem solving

Organizational leadership

Education

Bachelor's degree in related field

Master's degree preferred

Tools

Jira

Agile

PMP practices

WhatFix

Pendo

WalkMe

Articulate

Job description

Job Purpose:

Strativia is seeking an experienced Change Management Lead to support the City of Baltimore's Salesforce 311 Modernization initiative. This position will lead organizational change management efforts to ensure the successful implementation, optimization, and adoption of the City's Salesforce-based 311 platform.

The ideal candidate will have experience managing large-scale technology transformations, driving stakeholder engagement, developing training programs, and improving business processes. This role will work closely with technical teams, government agencies, and leadership to ensure a smooth transition while improving operational efficiency and service delivery.

Responsibilities:

• Develop and execute comprehensive organizational change management strategies to support the modernization and implementation of the Salesforce 311 platform.
• Lead stakeholder engagement initiatives to promote system adoption, address resistance to change, and minimize operational disruptions.
• Collaborate with IT teams, agency leadership, 311 operations, and external partners to ensure alignment with modernization objectives.
• Facilitate workshops, stakeholder meetings, and requirements-gathering sessions to identify business needs and improve workflows.
• Design and manage training programs, user guides, system documentation, and performance support resources for employees and supervisors.
• Monitor system adoption, user feedback, training effectiveness, and operational performance to identify areas for improvement.
• Support the identification and resolution of system functionality, integration, and reporting challenges.
• Develop and maintain standard operating procedures, best practices, and documentation related to Salesforce 311 operations.
• Identify potential risks associated with system implementation and develop mitigation strategies to support a successful transition.
• Track and report key performance indicators, including system utilization, user adoption, training completion, and project progress.
• Prepare and present regular updates, findings, and recommendations to senior leadership and project stakeholders.
• Promote continuous process improvement to enhance service delivery and the overall user experience.

Education and Experience:

• Bachelor's degree in Psychology, Business Administration, Management, Organizational Leadership, Public Administration, or a related field.
• Five to seven (5–7) years of progressive experience managing large-scale Customer Relationship Management (CRM) or Enterprise Resource Planning (ERP) implementations.
• Demonstrated experience leading organizational change management initiatives across multiple departments or business units.
• Strong knowledge of change management methodologies, including ADKAR, Bridges' Transition Model, McKinsey 7-S, or similar frameworks.
• Experience with project management tools and methodologies, such as Agile, Jira, or PMP-aligned practices.
• Experience developing communication strategies, stakeholder engagement plans, and employee training programs.
• Strong analytical, problem-solving, and organizational skills.
• Excellent written and verbal communication skills, with the ability to engage stakeholders at all organizational levels.
• Ability to manage multiple priorities and complex projects in a fast-paced environment.

Preferred Qualifications:

• Master's degree in Organizational Psychology, Organizational Development, Business Administration, or a related field.
• Experience supporting Salesforce implementations or 311 service modernization initiatives.
• Professional certifications in Salesforce or organizational change management, such as Prosci or Certified Change Management Professional (CCMP).
• Previous experience supporting government or public sector technology initiatives, preferably at the local government level.
• Knowledge of performance support tools such as WhatFix, Pendo, WalkMe, or Articulate.
• Experience with Learning Management Systems (LMS) and training program development.
• Familiarity with government operations, enterprise system integrations, and business process improvement.

Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated.

Strativia is an Equal Opportunity Employer. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets.