Description

Human-Centered Change Senior Manager<br/><br/>As a senior manager within the Experience Services Competency in Salesforce Professional Services, you will ensure overall delivery excellence and quality across Salesforce Professional Services customers, focusing on Human-Centered Change services and driving transformation success.
Key Responsibilities<br/><br/>Serve as a strategic advisor and trusted advisor to customers on change management best practices and improvement opportunities.
Conduct change impact, readiness, and barrier analyses, stakeholder interviews, and process reviews to identify transformation foundation strategies.
Develop and execute holistic change strategies, define KPIs, and program success metrics, scaling human‑centered change practices.
Lead change‑management activities (needs analysis, readiness assessment, communication and training planning, creation of related work products) and leverage AI tools in planning and execution.
Drive stakeholder alignment, engagement, and buy‑in across functions, facilitating cross‑functional partnerships to implement new ways of working.
Coach senior leaders, managers, and supervisors on human-centered change best practices.
Integrate human-centered service design, behavior change science, and Design Thinking into the change roadmap, demonstrating repeatable methodologies for customer self-sustainment.
Collaborate closely with program management teams to embed change strategies into program delivery, proactively manage risk, and ensure resolution of issues.
Lead team members on customer engagements, serve as escalation point, and positively impact renewals and extensions.
Identify and lead internal strategic initiatives to grow the consulting practice and contribute to the community’s knowledge base.
Qualifications<br/><br/>Minimum eight years of industry experience in customer-facing roles leading complex, large-scale transformation engagements within a cross-functional team.
Track record of delivering exceptional customer experiences from inception through completion.
Expertise in Human-Centered Change, Business Value, or Design Thinking workstreams, with deep knowledge of change-management principles, methodologies, and tools.
Proficiency applying AI tools in Human-Centered Change services delivery.
Excellent verbal and written communication skills and strong workshop design and facilitation abilities.
Proactive, resourceful, creative problem solver capable of inspiring others and navigating dynamic situations.
Demonstrated relationship management skills and ability to build customer relationships across diverse roles.
Prosci® Change Management Certification required.
Proven experience with Public Sector customers (Federal Civilian, Defense, State & Local Government, Nonprofit, or Education).
Bachelor’s or Master’s degree in a related field, or equivalent experience.
Willingness to travel up to 25‑30% of the time.
Canadian citizenship is required for this position.
Other Requirements<br/><br/>Desired leadership qualities include passion for customer success, a “Beginner’s Mind” mindset, self-awareness, strategic thinking, collaborative teamwork, integrity, transparency, adaptability, and the ability to thrive in ambiguous environments.
Preferred Qualifications<br/><br/>Salesforce Administrator Certification
Salesforce Strategy Designer Certification
Salesforce Agentblazer Innovator or Agentblazer Legend Credential
Compensation<br/><br/>For Ontario-based roles, the base salary range for this position is CAD 140,000 to CAD 190,000 annually. This range represents base salary only and does not include bonuses, equity, or other benefits.
Accommodations<br/><br/>If you need a reasonable accommodation during the application or recruiting process, please submit a request via the Accommodations Request Form.
EEO Statement<br/><br/>Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, and all other aspects of employment. 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 protected classifications. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.<br/><br/>#J-18808-Ljbffr