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Job Details:
Job Title: Senior Change Manager - AI-Powered HR Service Delivery
Location: San Francisco, CA
Duration: 6 Months
Type: Full-Time, Contract

Description:
A major retail/enterprise company is 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 reaching 80,000 employees across HQ, stores, distribution centers, call centers, and remote roles, in multiple languages, with General Availability targeted for January 2027 on a compressed timeline.

Top 5-7 Skills:

1. Organizational Change Management (OCM) strategy and execution (5 years)

2. Enterprise HR, IT service, or employee-experience technology implementations (3 years)

3. ADKAR or equivalent structured change methodology

4. Stakeholder impact assessments and change readiness

5. Communications production (executive messaging, campaigns, leadership materials)

6. Enablement curriculum and training content development

7. Change champion network building and adoption reinforcement

Requirements for the role:

• 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

• 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

• HRSD / ITSM / conversational-AI platform fluency - ServiceNow, Moveworks, Aisera, or comparable - sufficient to engage users on platform concepts from week one without technical onboarding

• 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

Education and Experience:

• Bachelor's degree in Business, Human Resources, Communications, Information Technology, or related field

• 5 years of change management experience (minimum 3 years in enterprise HR/IT/employee experience implementations)

• Or equivalent combination of education, experience, and training

Preferred Qualifications (Nice to Have):

• Direct, hands-on Moveworks (or Aisera) implementation experience

• Change management certification - Prosci ADKAR, ACMP, or equivalent

• HR domain experience - familiarity with HR Service Delivery, HR operations, or the employee support lifecycle

• Background in retail, consumer goods, or large multi-brand enterprises

• Experience with Salesforce Marketing Cloud (or similar) and SharePoint

• Experience with multilingual / global rollout and localizing change and enablement content

• Experience coordinating OCM with system integrators and vendor-delivered content

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