Change Management Lead

Change Management Lead Salesforce 311 Modernization

Location: Hybrid (Baltimore, MD) Position Type: Full-time

The Change Management Lead for Salesforce 311 Modernization plays a pivotal leadership role in guiding the enterprise-wide upgrade and optimization of the Citys Salesforce-based 311 platform. This position is responsible for driving cross-functional collaboration, stakeholder engagement, and user adoption to ensure that the modernized 311 system delivers improved resident experience, operational efficiency, and long-term sustainability. The role includes project management, communications oversight, training development, and continuous process improvement, with a focus on minimizing disruption and maximizing value realization from the modernization initiative.

Key Responsibilities

• Strategic Implementation Leadership
• Develop and execute comprehensive change management strategies for the city-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 City departments and agencies impacted by 311 modernization.
• Champion organizational change through structured methodologies (e.g., ADKAR, Bridges Transition Model) to facilitate system adoption and minimize resistance.
• Cross-Functional Coordination & Stakeholder Management
• Serve as the primary liaison between 311 operations, IT, CityWorks, BGE, CHIP, and other partner agencies 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.
• 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.
• 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 practices guidelines for 311 modernization.
• 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 resident-facing changes and communications.
• Maintain high standards for data integrity and compliance throughout 311 operations and processes.
• Reporting & Analytics
• Track and analyze implementation metrics (e.g., user adoption rates, system utilization, training completion) to identify trends and inform strategic improvements.
• Prepare regular reports on modernization progress, challenges, and successes for senior leadership and project sponsors.

Required Qualifications

• Bachelors 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 (e.g., ADKAR, Bridges Transition Model, McKinsey 7-S, Nudge Theory).
• Strong understanding of project management tools and methodologies (e.g., Agile, PMP, Jira).
• Excellent leadership, communication (written and verbal), 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

• Masters degree in Organizational Psychology, Organizational Development, Business Administration, or a related field.
• Professional certifications in Salesforce and/or Change Management (e.g., Proscis Certified Change Management Professional (CCMP)).
• Experience in government or public sector environment, preferably at the local government level.
• Knowledge of performance support tools (e.g., WhatFix, Pendo, WalkMe) and online training platforms (e.g., Articulate).
• Experience with Learning Management Systems and training program development.
• Familiarity with local government operations and systems integration challenges.