Human Centered Change Manager
Job Title: Salesforce Human-Centered Change Manager
Location: Remote
Clearance: Active IRS Minimum Background Investigation (MBI) Required
Methodology: Human-Centered Design (HCD) / Prosci / Salesforce Strategy
Key Responsibilities
• Empathy-Based Discovery: Conduct user research, personas development, and
journey mapping to understand how IRS employees currently interact with legacy
systems vs. new Salesforce features.
• Change Impact Analysis: Assess the organizational impact of Salesforce
deployments, identifying potential "friction points" and designing interventions to
mitigate resistance.
• Strategic Communication: Draft high-impact communication plans that translate
technical milestones into clear, mission-driven benefits for IRS leadership and frontline
staff.
• HCD Workshops: Lead co-creation sessions and focus groups to involve IRS end-users
in the design process, ensuring the final Salesforce solution solves real-world problems.
• Adoption & Enablement: Develop and execute creative training programs (e.g.,
Trailhead modules, "office hours," and champion networks) that go beyond standard
SOPs to build genuine platform fluency.
• Success Measurement: Define and track "human-centric" KPIs, such as user
sentiment, time-to-proficiency, and employee engagement, reporting back to the IRS
Program Management Office (PMO).
• Federal Fluency: Deep understanding of the IRS organizational structure and the
challenges of federal digital modernization.
• Strategic Storytelling: Ability to build compelling narratives that justify the move to
cloud-based and AI-driven workflows.
• Facilitation: Expertise in managing large-group dynamics and navigating complex
stakeholder hierarchies.
Required Qualifications
• Clearance: Must hold an active IRS MBI or Public Trust clearance.
• Experience: 6+ years in Change Management or Organizational Development, with at
least 3 years supporting Salesforce-specific transformations.
• HCD Expertise: Proven experience applying Human-Centered Design principles to IT
implementations.
• Certifications:
○ Required: Prosci Certified Change Manager or equivalent.
○ Preferred: Salesforce Certified Administrator or Business Analyst
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