Human Centered Change Senior Manager- Public Sector

Description

As part of the Experience Services Competency in Salesforce Professional Services, the team is seeking a Human-Centered Change Senior Manager. The Human-Centered Change Senior Manager is responsible for ensuring overall delivery excellence and quality across Salesforce Professional Services customers. They have strong Public Sector consulting experience and a deep understanding of Human-Centered Change services deliverables. They strive to better understand and improve processes to help our Experience Services team thrive. The Human-Centered Change Senior Manager also partners with other roles on customer engagements to ensure customer and Salesforce Professional Services success.

Your Impact: Key Responsibilities

• Strategic Advisory: Serve as a trusted advisor to our customers, advising on change management best practices while recommending potential areas for improvement.
• Organizational Analysis: Conduct change impact, readiness, and barrier analyses to understand a customer’s capacity for leading transformational change. Identify key strategies for laying the foundation for transformation success. Conduct stakeholder interviews and process reviews.
• Change Strategy: Develop and execute holistic change strategies for complex transformation initiatives. Partner with customers to define key performance indicators and program success metrics. Scale human-centered change practices and new ways of working.
• Change Execution: Lead change management activities, including needs analysis, change readiness assessment, communication planning, training planning and delivery, and the creation of related work products to support plans. Leverage AI tools in creation and execution of plans.
• Stakeholder Alignment: Drive stakeholder alignment, engagement, and buy-in across functions. Facilitate cross-functional partnerships to craft and implement new ways of working across functions.
• Leadership Coaching: Coach senior leaders, managers, and supervisors on Human-Centered Change best practices and articulate the value of change strategies.
• Methodology Integration: Integrate human-centered service design, behavior change science methodologies, and Design Thinking methodology and outcomes into the Human-Centered Change roadmap. Demonstrate repeatable change methodologies for customer self-sustainment.
• Operational Excellence: Collaborate closely with program management teams to integrate change strategies into program delivery. Identify and proactively manage risk areas and commit to seeing an issue through to complete resolution.
• Team Leadership: Positively impact customer renewals and extensions (when applicable). When applicable to a project assignment on a customer engagement, lead other Human-Centered Change team members to drive results, and serve as a point of escalation for team members.
• Business & Practice Impact: Identify and lead internal strategic initiatives to grow the consulting practice; serve as an active contributor to the community’s overall knowledge base and expertise. Generate positive feedback from internal teams and leadership.

Experience/Skills Required

• Experience: Minimum 8 years of industry experience in customer-facing roles leading complex experience-led engagements with large-scale transformation, as part of a cross-functional team. Track record of delivering exceptional experiences from start to finish.
• Core Competencies: Experience leading Human-Centered Change, Business Value, or Design Thinking relevant workstreams. Deep knowledge of change management principles, methodologies, and tools. Application of AI tools in Human-Centered Change services delivery.
• Communication: Excellent verbal and written skills. Passionate about delivering Human-Centered Change with the ability to articulate Human-Centered Change value to stakeholders at all levels. Strong workshop design and facilitation skills.
• Problem Solving: A proactive, resourceful, creative thinker with the ability to inspire others and who can navigate dynamic situations.
• Relationship Management: Consistent track record of building customer relationships. A great listener with the ability to connect with people in diverse roles.
• Certifications: Holds the Prosci® Change Management Certification.
• Sector Expertise: Proven experience with Public Sector customers (Federal Civilian, Defense, State & Local Government, Nonprofit, or Education).
• Education: BA/BS or MA/MS in a related field, or equivalent experience.
• Travel: A willingness to travel when required (up to 25-30% of the time) and an understanding of the value of working onsite with our customers.
• Other Requirements: Candidates must be a Canadian citizen.

Preferred Qualifications

• Salesforce Administrator Certification
• Salesforce Strategy Designer Certification
• Salesforce Agentblazer Innovator or Agentblazer Legend Credential

Leadership Qualities

• Passion: Passionate about customer success.
• Mindset: Approaches work with a "Beginner’s Mind" - always learning and listening.
• Leadership: Self-aware and strategic thinker; proficient at building strong relationships and managing personnel.
• Engagement: A strategic storyteller who influences C-level executives with clarity and authority.
• Team Player: Adept at collaboration and working with members of a multi-functional team.
• Trust: Trusts and demonstrates the company’s core values; shows integrity, transparency, and reliability.
• Adaptability: Excels in high levels of uncertainty and change.
• Agility: A collaborative team player who moves fast to drive business value and results in uncertain environments.

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