Change & Adoption Manager, CRM

At eBay were more than a global ecommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. Were committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass authenticity thrives bold ideas are welcome and everyone can bring their unique selves to work every day. Were in this together sustaining the future of our customers our company and our planet.

Join a team of passionate thinkers innovators and dreamers and help us connect people and build communities to create economic opportunity for all.

About the team and the role:

eBays B2C Seller Solutions organization is focused on creating efficient scalable employee-centered experiences that help teams better support sellers around the world. Within this environment the Salesforce ecosystem plays an important role in enabling operational excellence across approximately 1600 employees globally. Working at the intersection of Business Product and Technology this team helps ensure platform investments translate into meaningful business value stronger employee experiences and lasting operational improvements.

As a Change & Adoption Manager CRM you will lead adoption and organizational change efforts across Salesforce initiatives that support North American business users while partnering with global stakeholders. You will help shape how new capabilities process improvements AI-assisted solutions and broader transformation programs are introduced understood and embraced!

Based in Toronto this role collaborates with the consumer sales support group to represent regional needs. It incorporates readiness and adoption into transformation efforts. The role supports delivering measurable improvements in efficiency happiness and long-term business outcomes!

What you will accomplish:

• Lead the North America Salesforce adoption strategy aligned with the global change strategy. Represent regional needs. Influence global adoption priorities. Drive successful implementation to support transformation outcomes across a global ecosystem serving about 1600 workers.

• Drive successful organizational change for Salesforce improvements new product capabilities workflow optimizations AI-supported innovations and wide-ranging transformation initiatives helping teams adopt change effectively and realize clear business value.

• Assess organizational readiness identify adoption barriers and change risks and implement mitigation strategies that improve launch success reduce disruption and support sustained behavioural change.

• Partner closely with Business Product and Technology teams to incorporate employee experience business readiness and adoption requirements throughout the product lifecycle while ensuring North American needs are reflected in global initiatives.

• Use adoption metrics employee feedback workflow observations and operational data to identify pain points and improvement opportunities translating insights into recommendations that improve usability efficiency and business outcomes.

• Build scalable communication training and enablement programsincluding workshops self-service resources knowledge content targeted campaigns governance models and playbooksthat support long-term adoption and continuous improvement.

What you will bring:

• 3-5 years of experience in change management business transformation product operations digital transformation CRM transformation organizational effectiveness or a related field with a track record of supporting measurable business results and lasting behavioural change.

• Experience driving adoption and value realization for Salesforce CRM or other enterprise technology platforms ideally in agile cross-functional and globally distributed environments.

• Strong knowledge of organizational change management including stakeholder engagement communications readiness planning adoption strategy and the ability to influence decisions across Business Product and Technology teams including senior leaders.

• Strong analytical project and program management skills with the ability to interpret adoption data operational metrics and user feedback prioritize multiple workstreams and turn insights into clear practical recommendations.

• Excellent communication facilitation and stakeholder leadership skills along with a customer- and employee-centered approach and a passion for improving experiences and driving meaningful business outcomes.

• Experience using AI tools and new technologies to enhance operational efficiency improve employee experience and make communications training and adoption efforts more effective scalable and impactful.

Preferred Qualifications:

• Salesforce ecosystem experience and/or Salesforce certifications.

• Prosci CCMP or other organizational change certifications.

• Experience supporting large-scale digital transformation initiatives in product-led organizations.

• Consulting or transformation experience in technology eCommerce SaaS or customer operations environments.

• Experience collaborating with geographically dispersed teams across North America and international markets.

Additional Details

The base pay range for this position is expected in the range below:

Base pay offered may vary depending on multiple individualized factors including location skills and experience. The total compensation package for this position may also include other elements including a target bonus and restricted stock units (as applicable) in addition to a full range of medical financial and/or other benefits (including RRSP eligibility various paid time off benefits such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

This job posting relates to an existing vacancy within eBay.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin sex sexual orientation gender identity and disability or other legally protected you have a need that requires accommodation please contact us at. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBays commitment to ensuring digital accessibility.

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