Human-Centered Change Senior Manager

About this role

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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.

Applications will be accepted until 10/12/2026.

Department Overview

Salesforce Professional Services focuses on delivering strategic engagements that define transformational opportunities and articulate clear plans for execution. We rely on our team's expertise to engage with executive-level customers to agree on specific business goals and actions to ignite the full value of Salesforce. Our approach considers people, process, and technology, and a successful engagement includes recommendations to the business to support deeper, more relevant use of the Salesforce platform.

Job Details

In this role you will coach and guide Salesforce customers to think differently about how they introduce change throughout their organizations. Guiding Salesforce customers through complex organizational transformations, leading and overseeing holistic change strategies, and playing a leadership role in advancing the Human-Centered Change (HCC) practice itself. You will build strong, collaborative partnerships with customers, project leadership, and account leadership. You are also 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.

Responsibilities

Success will be measured by your contribution and collaboration within the Human-Centered Change group - leading, advising and aligning project teams and customers to create successful outcomes and ensure the highest level of customer satisfaction. Specifically, the areas of focus will be: leading a variety of engagements, actively participating in the Salesforce culture, and continually ensuring your skills and role requirements are met.

Change Leadership

• Develop and execute holistic change strategies for complex transformation initiatives

• Drive senior leadership alignment and executive sponsorship to support transformation success

• Serve as the central point of accountability from an HCC perspective for designated customer engagements, ensuring delivery quality and client satisfaction.

• Lead and oversee the development and execution of holistic change strategies for complex transformation initiatives, applying foundational skills in change leadership, culture transformation, org/operating model design, and employee experience.

• Drive senior leadership alignment and sponsorship to support transformation success, assessing the work at hand and the broader environment/context to proactively identify issues and recommend solutions to Account Leadership, Project Leadership, and Customer Project Sponsor(s).

• Serve as a recognized subject matter expert within the HCC Practice, playing a leadership role in the continuous innovation of HCC offerings.

• Actively use AI tools in your own delivery work to enhance efficiency and quality of change strategy development, workshop design, and client deliverables.

Client Engagement

• Develop project scope, timelines, and strategic roadmaps that prioritize investments and support business objectives

• Manage changes in project scope, identify potential issues, and pivot when necessary

• Collaborate with internal team members to structure project work, plan and execute client proposals

• Identify new business opportunities and be able to connect appropriate people to support

• Lead and drive key change activities throughout a project's lifecycle including research, workshops, and conducting interviews and synthesizing

• Multi-task and perform well under pressure in a constantly changing environment with key stakeholders and teams

• Build close relationships with customers and key stakeholders and ensure project teams and client understand roles, responsibilities and vision of project

Team Leadership

• Lead, coordinate and manage the work of a project team either independently or in conjunction with key project team members

• Manage and maintain team motivation and morale

• Identify and resolve or escalate issues and conflicts within the project team

• Engage and partner with external clients and other partners when required

• Manage a project team of HCC colleagues with multidisciplinary backgrounds

Minimum Requirements

• At least 8-10 years of of industry experience in customer-facing roles

• Experience consulting in enterprise-level technology transformation programs, ideally at Fortune 500 companies

• Strong proficiency with AI tools (e.g., generative AI, automation platforms) for innovation, efficiency, and day-to-day design work

• Knowledge of change management principles, methodologies, and tools (e.g., Salesforce's LEVERs model, ADKAR).

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

• Demonstrated ability to design and implement monitoring and measurement frameworks to evaluate change success.

• Strong organizational change management experience, including identifying processes, groups, and structures that will need to change to achieve a strategic vision.

• Strong research and synthesis skills; ability to extract insights from qualitative and…