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
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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.
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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
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Design and manage user-centric training programs, system documentation, and performance support tools for staff and supervisors using the Salesforce 311 platform.
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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
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Continuously assess system performance, user adoption rates, and operational efficiency, identifying opportunities for process enhancements and improvements in 311 workflows.
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Proactively troubleshoot and resolve complex issues related to system functionality, data integrations, and reporting capabilities within Salesforce 311.
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Develop and maintain system documentation, standard operating procedures, and best practices guidelines for 311 modernization.
Risk Management & Compliance
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Proactively identify and assess risks related to system adoption, including user resistance, technical challenges, and operational disruptions during the Salesforce 311 upgrade.
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Develop and implement comprehensive risk mitigation strategies and contingency plans, especially for resident-facing changes and communications.
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Maintain high standards for data integrity and compliance throughout 311 operations and processes.
Reporting & Analytics
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Track and analyze implementation metrics (e.g., user adoption rates, system utilization, training completion) to identify trends and inform strategic improvements.
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Prepare regular reports on modernization progress, challenges, and successes for senior leadership and project sponsors.
Required Qualifications
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Bachelor’s degree in Psychology, Business Administration, Management, Organizational Leadership, Public Administration, or a related field.
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Minimum of 5-7 years of progressive experience managing large-scale CRM or ERP implementations, with specific experience in Salesforce or 311 modernization preferred.
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Demonstrated experience in cross-departmental stakeholder management and enterprise-level change initiatives.
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Demonstrated expertise in organizational change management methodologies (e.g., ADKAR, Bridges’ Transition Model, McKinsey 7-S, Nudge Theory).
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Strong understanding of project management tools and methodologies (e.g., Agile, PMP, Jira).
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Excellent leadership, communication (written and verbal), and stakeholder management skills.
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Ability to manage multiple priorities and complex projects in a fast-paced environment.
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Strong analytical skills and attention to detail.
Preferred Qualifications
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Master’s degree in Organizational Psychology, Organizational Development, Business Administration, or a related field.
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Professional certifications in Salesforce and/or Change Management (e.g., Prosci’s Certified Change Management Professional (CCMP)).
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Experience in government or public sector environment, preferably at the local government level.
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Knowledge of performance support tools (e.g., WhatFix, Pendo, WalkMe) and online training platforms (e.g., Articulate).
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Experience with Learning Management Systems and training program development.
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Familiarity with local government operations and systems integration challenges.
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