Human Centered Change Manager (35043)
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 ,