Human-Centered Change Consultant Manager / Senior Manager

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

As part of the Experience Services competency in Professional Services, the Salesforce Professional Services Human-Centered Change team is seeking a Human-Centered Change Senior Manager. Our team of passionate consultants leverages human-centered approaches to drive change strategies, enabling customers to optimize value from the Salesforce platform. We focus on advising and supporting leaders in building change leadership capability, developing sustainable change management capabilities, and crafting comprehensive change strategies for navigating present and future changes.

Our consultants take a design-led and empathetic approach to build achievable strategies that place users at the heart of transformation and change. We translate human insights into impactful business outcomes, ensuring that Salesforce solutions align seamlessly with organizational goals. Working across diverse industry verticals, we ignite the full potential of Salesforce to drive innovation and growth for our customers.

Our work environment appeals to self-motivated, flexible team players who have mastered the art of cross-functional collaboration and approach their work with a sense of curiosity and love of learning. We believe in peer relationships rather than hierarchies; in teams rather than lone thinkers. Collaboration is the key enabler for us to deliver innovative, ground-breaking work.

Key Responsibilities:

• Develop and execute holistic change strategies for complex transformation initiatives.

• Integrate human-centered service design and behavior change science methodologies.

• Facilitate cross-functional partnerships to craft and implement new ways of working.

• Drive stakeholder alignment, engagement, and buy-in across functions.

• Scale human-centered change practices and new ways of working.

• Analyze the organizational landscape to understand a customer’s capability and capacity for leading transformational change

• Proactively identify potential barriers to change and key strategies for laying the foundation for transformation success

• Conduct change impact and barrier analyses, partner interviews, and process reviews.

• Support detailed change management activities, including needs analysis, change readiness assessment, communication planning, and training coordination.

• 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.

• Demonstrate repeatable change methodologies for customer self-sustainment.

Preferred Qualifications & Skills:

• Knowledge of change management principles, methodologies, and tools.

• Experience leading Business Value, Design Thinking, or Human-Centered Change relevant workstreams.

• Minimum 5 years of industry experience in customer-facing roles.

• Minimum 2 years of experience as a people manager.

• Ability to clearly articulate Human-Centered Change value to customers at all levels.

• Experience with designing, developing, and delivering multi-modal system and process training to end-users and other trainers.

• 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 shift and navigate dynamic situations.

• Excellent verbal and written communication skills.

• Strong workshop design and facilitation skills.

• Consistent track record of building customer relationships.

• A willingness to travel when required (u