Change Management Lead – Salesforce 311 Modernization
Location: Baltimore, MD (Hybrid) Position Type: Contract | Long-term Experience: 5–7+ Years Education: Bachelor's Degree in a relevant discipline Certifications: Salesforce and/or Change Management certifications preferred
Position Overview
The organization is undertaking a major enterprise-wide modernization initiative focused on upgrading and optimizing its Salesforce-based 311 platform to improve service delivery, operational efficiency, and customer experience.
We are seeking an experienced Change Management Lead to provide strategic leadership throughout this transformation initiative. This role will drive cross-functional collaboration, stakeholder engagement, organizational readiness, and user adoption to ensure successful implementation and long-term sustainability of the modernized platform.
The Change Management Lead will play a critical role in bridging technology, business operations, and organizational change. The position encompasses change management strategy, project coordination, stakeholder communications, training development, risk management, and continuous process improvement, with a focus on minimizing operational disruption and maximizing business value.
Key Responsibilities
1. Strategic Implementation Leadership
- Develop and execute comprehensive change management strategies for the enterprise-wide deployment and upgrade of Salesforce 311, ensuring alignment with organizational goals and objectives.
- Lead change management initiatives to address resistance, enhance user adoption, and ensure smooth transitions across all impacted departments and business units.
- Champion organizational change through structured methodologies such as ADKAR and Bridges' Transition Model to facilitate system adoption and minimize resistance.
2. Cross-Functional Coordination & Stakeholder Management
- Serve as the primary liaison between 311 operations, IT teams, and other internal and external partner organizations to ensure seamless integration and optimization of Salesforce functionalities.
- Facilitate strategic workshops and stakeholder discussions to gather requirements, develop innovative solutions, and refine business processes related to 311 service delivery.
- Drive cross-functional collaboration and maintain alignment among business stakeholders, technical teams, and project leadership.
3. Training Program Development & User Support
- Design and manage user-centric training programs, system documentation, and performance support tools for staff and supervisors using the Salesforce 311 platform.
- Monitor user experience and adoption metrics; identify and implement continuous training improvements based on feedback from field teams and customer-facing personnel.
- Develop training materials and knowledge resources to support effective platform adoption across different user groups.
4. System Optimization & Performance Management
- Continuously assess system performance, user adoption rates, and operational efficiency, identifying opportunities for process enhancements and improvements in 311 workflows.
- Proactively troubleshoot and resolve complex issues related to system functionality, data integrations, and reporting capabilities within Salesforce 311.
- Develop and maintain system documentation, standard operating procedures, and best practice guidelines for 311 modernization.
5. Risk Management & Compliance
- Proactively identify and assess risks related to system adoption, including user resistance, technical challenges, and operational disruptions during the Salesforce 311 upgrade.
- Develop and implement comprehensive risk mitigation strategies and contingency plans, especially for customer-facing changes and communications.
- Maintain high standards for data integrity and compliance throughout 311 operations and processes.
6. Reporting & Analytics
- Track and analyze implementation metrics, including user adoption rates, system utilization, and training completion, to identify trends and inform strategic improvements.
- Prepare regular reports on modernization progress, challenges, and successes for senior leadership and project sponsors.
- Leverage performance metrics and stakeholder feedback to recommend improvements and support informed decision-making.
Required Qualifications
- Bachelor's degree in Psychology, Business Administration, Management, Organizational Leadership, Public Administration, or a related field.
- Minimum of 5–7 years of progressive experience managing large-scale CRM or ERP implementations, with specific experience in Salesforce or 311 modernization preferred.
- Demonstrated experience in cross-departmental stakeholder management and enterprise-level change initiatives.
- Demonstrated expertise in organizational change management methodologies such as ADKAR, Bridges' Transition Model, McKinsey 7-S, and Nudge Theory.
- Strong understanding of project management tools and methodologies, including Agile, PMP, and Jira.
- Excellent leadership, written and verbal communication, and stakeholder management skills.
- Ability to manage multiple priorities and complex projects in a fast-paced environment.
- Strong analytical skills and attention to detail.
Preferred Qualifications
- Master's degree in Organizational Psychology, Organizational Development, Business Administration, or a related field.
- Professional certifications in Salesforce and/or Change Management, such as Prosci's Certified Change Management Professional (CCMP).
- Experience in government or public-sector environments, preferably at the local government level.
- Knowledge of performance support tools such as WhatFix, Pendo, and WalkMe, and online training platforms such as Articulate.
- Experience with Learning Management Systems (LMS) and training program development.
- Familiarity with local government operations and system integration challenges.
Project Opportunity
This is an opportunity to play a pivotal leadership role in a major enterprise technology modernization initiative. The selected professional will contribute to:
- Modernizing a Salesforce-based 311 platform to improve service delivery and customer experience.
- Driving enterprise-wide organizational readiness and technology adoption.
- Strengthening collaboration between business operations, IT, and external stakeholders.
- Improving operational efficiency through process optimization and system enhancements.
- Establishing sustainable change management practices, training frameworks, and performance measurement capabilities.
- Delivering measurable value through successful technology implementation and long-term user adoption.
Pay: From $70.00 per hour
Expected hours: 40.0 per week
Work Location: In person
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