Senior Change Manager - HR Service Delivery (Onsite - San Francisco, CA)

Responsibilities

• Develop and execute the end-to-end Organizational Change Management strategy, governance integration, sponsorship roadmap, and adoption framework using ADKAR or a comparable methodology.
• Carry out stakeholder impact assessments across processes, tools, roles, and audiences to identify change impacts, resistance, and adoption risks.
• Create and execute enterprise communications, including messaging strategy, leadership communications, adoption campaigns, and reinforcement communications using Salesforce Marketing Cloud and SharePoint.
• Design and develop training curriculum, quick reference guides, enablement materials, and adoption content for employees, HRSD and ITSM teams, including deskless employees across stores, distribution centers, and call centers.
• Lead the change strategy for enterprise AI adoption by building employee trust in AI search capabilities before expanding AI-powered automation.
• Establish and manage a change champion network across corporate offices, stores, distribution centers, and call centers to support adoption.
• Drive organizational readiness, General Availability (GA) communications, hypercare activities, and post-launch adoption reinforcement.
• Participate in program governance, executive reporting, and cross-functional coordination with Product, HRSD, ITSM, and Portfolio Change Management leadership.
• Manage change activities across multiple implementation phases while balancing communication timing and minimizing user fatigue.

Requirements

• 5+ years of Change Management experience, including at least 3 years supporting enterprise HR, IT Service Management, or employee experience technology implementations.
• Proven experience leading organizational adoption for enterprise AI, self-service, conversational AI, or similar digital transformation initiatives across large, distributed organizations.
• Experience developing and executing end-to-end change strategies independently, including communications, training, stakeholder engagement, and adoption activities.
• Strong experience with ADKAR or similar structured change management methodology.
• Experience supporting HR Service Delivery (HRSD), IT Service Management (ITSM), ServiceNow, Moveworks, Aisera, or comparable platforms.
• Experience managing enterprise communications for executive leadership and large employee populations.
• Experience supporting multilingual and geographically distributed workforces, including deskless employees.
• Ability to manage multiple priorities within aggressive implementation timelines.
• Bachelor's degree in Business, Human Resources, Communications, Information Technology, or a related field.

Preferred Qualifications

• Hands-on experience implementing Moveworks or Aisera.
• Prosci ADKAR, ACMP, or equivalent Change Management certification.
• Experience supporting HR operations or HR Service Delivery environments.
• Experience within retail, consumer goods, or large enterprise organizations.
• Experience with Salesforce Marketing Cloud and SharePoint.
• Experience supporting multilingual global rollouts.
• Experience working with system integrators and vendor-delivered change content.