Content Experience, Change Management & Enablement Specialist

l than ever that we're able to respond and react to this change as effectively as possible. Without effective, scalable change management on our 525+-person team, we risk confusion and frustration, misalignment, not meeting our goals and targets, and efficiency blockers that impact our ability to perform and deliver.

Managing change in the way we need to requires having strong frameworks, processes, and practices in place that help us approach each change in a constructive way, determine what it means for CX, and develop the resources, trainings, and approaches we need in order to scale that change across our large and growing team.

The Change Management and Enablement Specialist role is focused on envisioning, delivering, and owning the pieces that will keep CX agile and ready in the face of ongoing change and continued growth.

Responsibilities for this role include:

• Developing deep expertise in effective change management practices, including understanding the challenges of driving change across large teams like CX and how to address them

• Envisioning, planning, and developing a framework and playbook for effectively rolling out and managing large-scale changes and initiatives across CX, including our approach to using AI in content creation and other workflows

  • This framework will cover topics such as how we determine the impact of the change, build effective workgroups to plan for it, and develop, design, and deliver resources, comms, and training/enablement related to it

• Developing and rolling out a framework for CX working groups: teams of experts/representatives from across the org that are focused on specific changes, projects, processes, or improvements.

• Developing and rolling out a process for vetting potential large-scale, high-impact innovations on CX, including new uses for AI in the content creation lifecycle

  • This process will also include defining a standard path to rollout for viable, beneficial innovations

• Developing and rolling out a process and best practices for team-wide comms related to both changes and ongoing CX programs (including AI)

• Leading ongoing enablement for large-scale team efforts such as using and innovating with genAI (Ex.: Coordinating twice-yearly CX AI expos)

Required skills and experience:

• At least 8 years of experience in the area of technical content, technical documentation, content design, or a closely related field

• Interest in change management theories and practices

• Demonstrated ability to develop a big-picture view of projects, initiatives, and changes

• Proven ability to tackle both high-level strategic work and very detailed tactical work

• Proven ability to gather, understand, and consider multiple perspectives and viewpoints when leading projects

• Strong, proven skills in stakeholder management and influence

• Strong, proven skills in building relationships up, down, and across

• At least 2 years of experience with project and/or program management, such as serving as a scrum lead, leading operations work for a team, or owning strategic projects for a team

• Excellent written and spoken communication skills, including experience presenting to groups and leading meetings

• Proven action-oriented approach to work

Desired skills and experience:

• Enthusiasm for and experience with planning events, such as learning sessions, knowledge shares, and expos

• Experience using AI for various use cases and for experimenting with new applications, and enthusiasm for encouraging and enabling others to do the same

Benefits / Perks

Check out our benefits site which explains our various benefits, including wellbeing reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!

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Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For Washington-based roles, the base salary hiring range for this position is $ to $.

For California-based roles, the base salary hiring range for this position is $ to $.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://https://www.salesforcebenefits.com.