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Robert Half
Change Management Lead
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Job Description
Key ResponsibilitiesStrategic Implementation LeadershipDevelop 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 ManagementServe 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 SupportDesign 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 ManagementContinuously 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 & ComplianceProactively 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 & AnalyticsTrack 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.
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 ManagementServe 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 SupportDesign 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 ManagementContinuously 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 & ComplianceProactively 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 & AnalyticsTrack 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.