Human Centered Change Manager

salesforce.com, inc.; Georgia; On-site; USD 123,000 - 186,000; Full time

Job summary

Salesforce is seeking an experienced Human-Centered Change Manager to guide customers through complex transformations. You will lead change initiatives, coach executives, and partner with cross-functional teams to embed new ways of working.

This role requires strong communication, design-thinking mindset, and the ability to manage multiple stakeholders across large-scale engagements. As part of Professional Services, you will collaborate with account leadership and project teams, travel up to

Qualifications

• Knowledge of change management principles, methodologies, and tools (e.g., ADKAR).
• Experience leading Human-Centered Change or Design Thinking workstreams.
• Minimum 5 years in customer-facing roles.
• Ability to articulate change value to stakeholders at all levels.
• Strong organizational and communication skills.

Responsibilities

• Develop and execute holistic change strategies for complex transformations.
• Integrate human-centered design and behavioral science methods.
• Facilitate cross-functional partnerships to implement new ways of working.
• Secure senior leadership alignment and executive sponsorship.
• Scale change practices and new ways of working.
• Analyze organizational landscape for change readiness.
• Identify barriers and propose actionable solutions to leadership.
• Conduct change impact analyses, interviews, and reviews.
• Design monitoring and evaluation frameworks for change success.
• Collaborate with program management to integrate change into delivery.
• Apply Design Thinking to the HCC roadmap.
• Coach leaders and teams on change best practices.
• Mentor junior team members and consultants.

Skills

Change management

Design thinking

Stakeholder management

Executive sponsorship

Communication skills

Travel up to 50%

Education

Bachelor's degree or equivalent

Job description

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

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.
• Passionate about delivering Human-Centered Change.
• Experience with large-scale transformation engagements.
• Proactive, self-sufficient, and professional with strong organizational and communication skills.
• Creative problem-solver with the ability to inspire others.
• Ability to pivot and navigate dynamic situations.
• Excellent verbal and written communication skills.
• Strong workshop design and facilitation skills.
• Proven track record of building customer relationships.
• Demonstrated ability to design and implement monitoring and measurement frameworks to evaluate change success.
• Experience coaching and developing team members and junior consultants.
• Skilled in resource management, including onboarding, managing, and supervising project teams.
• Working knowledge of AI capabilities and how to responsibly apply them in a consulting context.
• Strong organizational change management experience, including identifying processes, groups, and structures that will need to change to achieve a strategic vision.
• A willingness to travel when required (up to 50% of the time) and an understanding of the value of working on site with our customers.
• Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

Preferred Qualifications

• Experience across various industries (Automotive, Manufacturing, Retail, Consumer Goods, and Energy).
• Prosci Certification.
• Salesforce Admin Certification.
• Salesforce Strategy Designer Certification.
• Salesforce Agentforce Specialist Certification.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

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Posting Statement

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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.The typical base salary range for this position is $123,100 - $186,300 annually. Your recruiter can share more about the specific salary range for the job location during the hiring process.The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.