Senior Change Manager
Pleasanton, CA
Hybrid
Seeking a Senior Change Manager to own organizational change management (OCM) delivery end-to-end across the AI-Powered HR Service Delivery program. This enterprise initiative retires the legacy assistant and stands up Moveworks as the single, permissions-aware AI front door for employee support — launching in HR Service Delivery (HRSD) and IT Service Management (ITSM) and expanding enterprise-wide.
The capability has two pillars: Enterprise AI Search (“Know” — cited, permission-aware answers over ServiceNow and other knowledge sources) and Agentic AI Automation (“Do / Assist” — governed task execution with human-in-the-loop approvals).
Adoption strategy deliberately earns trust in “Know” before scaling “Do.”
This is a high-visibility, high-impact engagement. It reaches 80,000+ employees across HQ, stores, distribution centers, call centers, and remote roles, in multiple languages. General Availability is targeted for January 2027 —on a compressed timeline, leaving no runway to learn the role on the job and making skilled, self-directed OCM leadership essential to adoption success.
The right candidate crafts the change strategy from a blank page and executes every piece of it personally —strategy, stakeholder engagement, communications, training content, and adoption — without a supporting team of communications specialists or instructional designers to lean on. They collaborate closely with the GTS Product Lead, HRSD and ITSM workstream leads, and the Portfolio OCM Lead, who owns strategic relationships, executive sponsorship, and strategic sign-off.
Key Responsibilities
• Own the comprehensive OCM strategy and plan for the program — defining the change approach, governance integration, sponsorship roadmap, and adoption-measurement framework using ADKAR or equivalent structured methodology, in fast-paced delivery toward a fixed GA deadline.
• Build stakeholder impact assessments across process, tool, role, and audience dimensions, identifying high-resistance segments, and change magnitude early.
• Own communications production end-to-end — developing message strategy, creating publish-ready campaigns, drafting leadership materials, and executing reinforcement communications for a multilingual, multi-site employee audience, delivered through Salesforce Marketing Cloud and SharePoint. All produced hands-on, without a comms team.
• Design and develop the Moveworks enablement curriculum and content — foundational awareness, role-based quick guides, and in-flow adoption nudges for both employees and HRSD / ITSM agents — all built personally, without an instructional-design team — plus a distinct track for deskless / store / DC audiences who cannot be reached through standard LMS assignment.
• Own the trust-and-adoption arc for agentic automation — sequencing change activation so employees trust “Know” (cited search) before “Do” (task execution with human-in-the-loop approval) scales; addressing over-automation and “wrong answer” fears directly. This is the thinnest, highest-risk part of the program — the role must solve it.
• Build and operate a change champion network across HQ, stores, DCs, and call centers — recruiting champions credible to their own peers and arming them to carry adoption where corporate messaging does not reach.
• Drive GA readiness and adoption reinforcement — establishing readiness criteria, GA and hypercare communications, and a reinforcement plan that prevents fallback to old habits and manual workarounds after the Moveworks transition.
• Execute program reporting and governance participation — regular status into program governance, coordination with the technical program manager and product lead, and strategy alignment with the OCM Lead.
• Manage the compressed activation window and phased waves — by sequencing change activation across the phased waves (Sept parity → Dec new automations → Jan GA → monthly waves through 2027) and protecting against user saturation, mindful of peak-retail change-freeze windows.
Required Qualifications
• 5+ years of change management experience, with a minimum of 3 years supporting enterprise HR, IT service, or employee-experience technology implementations.
• Demonstrated track record driving adoption of a net-new AI, self-service, or conversational tool across a large, multi-site workforce — including deskless / non-desk populations (store, DC, call center) where standard levers such as manager enforcement and LMS assignment are weak. It must be a demonstrated strength, not a growth area.
• A record of creative, low-friction adoption solutions — inventing resourceful ways to reach and activate distributed, multilingual audiences and to build trust in automation that acts on a user’s behalf.
• Proven ability to own change strategy from scratch AND execute it end-to-end — no reliance on separate instructional-design or communications resources. This person is a team of one.
• HRSD / ITSM / conversational-AI platform fluency — ServiceNow, Moveworks, Aisera, or comparable — sufficient to engage users on platform concepts from week one without technical onboarding. See preferred qualifications for the Moveworks-specific plus.
• Strong proficiency applying ADKAR or equivalent structured change methodology within condensed golive timelines and high stakeholder expectations.
• Proven ability to manage concurrent workloads under a fixed deadline — sequencing communications to prevent audience fatigue and message conflicts across phased waves.
• Strong executive communication skills — comfortable drafting on behalf of senior HR and technology leadership for enterprise-wide distribution.
• Bachelor’s degree in Business, Human Resources, Communications, Information Technology, or related field.
Preferred Qualifications
• Direct, hands-on Moveworks (or Aisera) implementation experience — a strong plus that shortens ramp time, but not a substitute for the required large-scale AI-adoption track record.
• Change management certification — Prosci ADKAR, ACMP, or equivalent.
• HR domain experience — familiarity with HR Service Delivery, HR operations, or the employee support lifecycle (case management, PTO, time & attendance, knowledge).
• Background in retail, consumer goods, or large multi-brand enterprises, with understanding of deskless/ store / DC workforce realities and peak-season operating constraints.
• Experience with Salesforce Marketing Cloud (or similar) for stakeholder campaigns, and SharePoint as a training repository and change-resource distribution system.
• Experience with multilingual / global rollout and localizing change and enablement content.
• Experience coordinating OCM with system integrators and vendor-delivered content, including quality oversight and delivery-timeline management.
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