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Penrod · 1 month ago

Senior Change Manager - Salesforce

Houston, TX

Full-time

Hybrid

Senior Level

$150K/yr - $175K/yr

5+ years exp

Penrod is a dynamic, high-growth global consulting firm specializing in digital transformation and operational excellence across the Health & Life Sciences sector. They are seeking an experienced Senior Change Manager to lead the people-side of large-scale digital transformation initiatives, focusing on the implementation and adoption of Salesforce solutions within healthcare systems.

ConsultingInformation ServicesInformation TechnologyLead GenerationSaaSSales AutomationSoftware

Growth Opportunities

Responsibilities

Develop, manage, and execute comprehensive organizational change management strategies (stakeholder analysis, communications, training, resistance management, and change readiness assessments) tailored for Salesforce implementation projects

Work directly with hospital system executives, IT leadership, and operations managers (e.g., Contact Center Directors) to define the vision for the future state, particularly how new technology impacts patient scheduling, triage, billing, and provider communication

Establish and track OCM metrics (adoption rates, utilization proficiency, error reduction) to measure the effectiveness of change interventions and ensure desired business outcomes are achieved

Design training programs and materials specifically focused on the end-user experience for agents, nurses, and staff utilizing Salesforce Health Cloud or Service Cloud within a high-volume contact center environment

Translate technical Salesforce features (e.g., Omnichannel routing, CTI integration, Service Console navigation) into clear, process-driven communications and job aids for frontline staff

Lead efforts in defining new organizational roles, operating models, and governance structures required to support the newly implemented Salesforce platform and streamlined contact center workflows

Identify, analyze, and prepare risk mitigation tactics for key stakeholder groups who will be impacted by the changes, including patient access representatives, clinical support staff, and IT system owners

Develop and deliver clear, persuasive communications (memos, presentations, intranet content) that articulate the "why," "what," and "how" of the transition, focusing on value realization for the end-users

Serve as a bridge between technical implementation teams and operational end-users, ensuring solutions meet functional needs and are adopted enthusiastically

Qualification

Organizational Change ManagementSalesforce implementationHealth & Life Sciences experienceOCM methodologiesProject managementCommunication skillsPresentation skillsFacilitation skills

Required

5+ years of progressive experience in Organizational Change Management (OCM) and/or training development for large-scale technology transformations

2+ years of hands-on experience leading change management for Salesforce implementations (Service Cloud, Health Cloud, or Sales Cloud)

Demonstrated experience within the Health & Life Sciences (HLS) industry, specifically working with hospital systems, payers, or large clinical organizations

Direct experience leading transformation in a Contact Center, Call Center, or Patient Access setting, understanding agent workflows, KPIs, and operational challenges

Proficiency in OCM methodologies (e.g., ADKAR, Prosci certification is a plus)

Ability to travel up to 20% domestically to client sites as required

Exceptional communication, presentation, and facilitation skills

Strong project management discipline and the ability to manage multiple deliverables concurrently

Preferred

Preferred Location in Houston, TX: Candidates based in or willing to relocate to the Houston area are strongly preferred due to proximity to key clients