Position Overview

The Change Management Lead will be responsible for planning and executing organizational change management (OCM) activities for Salesforce implementations supporting NYC agency programs. This role ensures successful adoption of new business processes, systems, and ways of working by focusing on stakeholder engagement, communications, training, and user readiness.

The ideal candidate has experience leading change management initiatives for large, complex technology transformations in government or regulated environments and can effectively support agency staff, leadership, and partner teams through transition.

Key Responsibilities

Change Management Strategy

• Develop and execute a comprehensive change management strategy for Salesforce projects across agency business units
• Assess organizational impacts of new Salesforce capabilities, workflows, and process changes
• Align change management plans with project objectives, implementation timelines, and agency governance requirements

Stakeholder Engagement

• Identify key stakeholder groups, impacted users, and agency leadership sponsors
• Build stakeholder engagement plans to drive awareness, buy-in, and adoption
• Facilitate meetings, workshops, and feedback sessions with agency leaders, program staff, and technical teams
• Participation in onsite workshops, stakeholder meetings, and training activities within NYC
• Coordination with agency business teams, PMO leadership, Salesforce consultants, and SI vendors

Communication Planning

• Develop and manage project communication plans to support change readiness and adoption
• Draft executive-level messaging, user communications, FAQs, and project updates
• Ensure communications are clear, timely, audience-specific, and aligned with NYC agency standards
• Ability to support critical project milestones, go-live readiness activities, and post-launch adoption support

Training & User Readiness

• Partner with project teams to identify training needs for end users, supervisors, and administrators
• Oversee development of training materials, job aids, quick reference guides, and user support documentation
• Support delivery of instructor-led, virtual, and self-paced training sessions
• Assess end-user readiness and recommend targeted interventions where needed

Adoption & Transition Support

• Define adoption metrics, success measures, and feedback mechanisms
• Monitor user adoption and organizational readiness before and after go-live
• Coordinate transition support, hypercare planning, and post-implementation stabilization activities

Organizational Impact Analysis

• Conduct impact assessments across business processes, teams, and roles affected by Salesforce implementation
• Identify change risks, resistance points, and mitigation strategies
• Work with PMO, business analysts, and functional leads to integrate change planning into project delivery

Governance & Compliance

• Ensure all change management deliverables align with agency governance standards, documentation requirements, and approval processes
• Support audit readiness, sign-offs, and formal documentation for training and adoption activities
• Operate effectively in structured public sector environments with multiple stakeholders and vendors

Typical Deliverables

• Change Management Strategy and Plan
• Stakeholder Impact Assessments
• Communication Plans and Executive Messaging
• Training Plans, Materials, and User Guides
• Readiness Assessments and Adoption Metrics Dashboards
• Go-Live Support and Post-Implementation Adoption Reports

Required Qualifications

• Bachelor’s degree in business, Communications, Organizational Development, Public Administration, Information Systems, or related field
• 8+ years of experience in organizational change management, communications, training, or transformation programs
• 3+ years of experience supporting enterprise technology implementations, preferably Salesforce projects
• Demonstrated experience managing change in public sector, government, or highly regulated environments
• Experience supporting Salesforce implementations such as Service Cloud, or Experience Cloud
• Familiarity with structured change management methodologies 
• Strong experience in stakeholder engagement, communication planning, and training coordination
• Strong stakeholder management and interpersonal skills
• Excellent written and verbal communication abilities
• Ability to translate complex system changes into clear business-friendly messaging
• Strong planning, organization, and execution discipline
• Ability to manage competing priorities across multiple workstreams
• Sensitivity to public sector culture, governance, and workforce readiness needs

Preferred Qualifications / Experience

• Exposure to case management, constituent services, or human services transformation programs
• Certification in change management, project management, or training development is a plus
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Work Environment & Expectations

• Hybrid work model aligned with Public Sector agency policy
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