Salesforce Human-Centered Change Manager

About

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