Human Centered Change Manager

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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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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.