Non - producing Mortgage Retail Sales Manager in Consumer Lending at Wells Fargo. Coaching mortgage sales consultants and managing customer loyalty performance in multiple Florida locations.
About the role
- Manager-level role to drive Salesforce user adoption and behavior change. Collaborating closely with BAs, Product Owners, and business stakeholders for continuous improvement.
Responsibilities
- Owns end-to-end change management for Salesforce releases and process changes (awareness → adoption → reinforcement).
- Leads enablement/training programs (cohorts for basic–advanced users) and builds on-demand learning assets (cheat sheets, guides, videos, micro-learning).
- Spends ~50%–70% of time directly with users via trainings, surveys, and feedback loops to stay close to user needs.
- Establishes feedback and continuous improvement loops, translating user input into actionable items for BAs/product teams and supporting PoCs.
- Owns adoption measurement/KPIs and ROI tracking, including dashboards and executive summaries (usage, training effectiveness, satisfaction, query reduction).
- Drives user query reduction through proactive training, documentation, simplification, and root-cause-based fixes (vs reactive support).
- Creates and maintains SOPs and a centralized knowledge repository to enable self-service.
- Oversees trouble ticket governance and RCA, ensuring proper triage and prevention of repeat issues in partnership with support/admin/BA/PO teams.
Requirements
- 5+ years of experience in Salesforce enablement, user adoption, change management, or Salesforce process roles, with program-level ownership.
- Strong understanding of Salesforce user journeys (Sales Cloud preferred).
- Proven ability to design and deliver effective training and enablement programs.
- Strong analytical skills to identify adoption gaps and quantify improvements.
- Excellent communication, facilitation, and presentation skills.
- Salesforce certifications (Admin, Advanced Admin, Business Analyst).
- Experience creating SOPs, training guides, videos, and learning paths.
- Change leadership and stakeholder influence
- User-centric mindset and empathy
- Data-driven decision making
- Program and Enablement Management
- Strong collaboration across business and technology teams
- Issue governance, root cause analysis, and preventive problem management
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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