Human-Centered Change Leader

Salesforce; Austin (TX); On-site; USD 123,000 - 186,000; Full time

Job summary

Salesforce is seeking an experienced Human-Centered Change Manager within the Experience Services team. You will coach customers to adopt change, guide delivery across engagements, and oversee change workstreams for complex transformations.

You’ll partner with account and project leadership, travel up to 50%, and mentor junior staff. A degree or equivalent experience is required; Salesforce offers strong benefits and opportunities to shape enterprise-wide change programs.

Qualifications

• Knowledge of change management principles, methodologies, and tools (e.g., Levers & ADKAR).
• Minimum 5 years of customer-facing industry experience.
• Ability to articulate Human-Centered Change value to stakeholders at all levels.
• Experience with large-scale transformation engagements.
• Willingness to travel up to 50% and work on site with customers.

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.

Skills

Change management

Design Thinking

Stakeholder communication

Customer-facing

Large-scale transformation

Workshop design

Team coaching

Relationship building

AI awareness

Education

Degree or equivalent

Job description

Salesforce is seeking an experienced Human-Centered Change Manager within the Experience Services team. You will coach customers to adopt change, guide delivery across engagements, and oversee change workstreams for complex transformations.

You’ll partner with account and project leadership, travel up to 50%, and mentor junior staff. A degree or equivalent experience is required; Salesforce offers strong benefits and opportunities to shape enterprise-wide change programs.