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About the Role

eBay’s B2C Seller Solutions organization is focused on creating efficient, scalable, employee-centered experiences that help teams better support sellers around the world. The Salesforce ecosystem plays an important role in enabling operational excellence across approximately 1,600 employees globally. 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.

Responsibilities

Lead the North America Salesforce adoption strategy aligned with the global change strategy.
Represent regional needs and influence global adoption priorities.
Drive successful implementation to support transformation outcomes across a global ecosystem serving about 1,600 workers.
Drive successful organizational change for Salesforce improvements, new product capabilities, workflow optimizations, AI-supported innovations, and wide-ranging transformation initiatives.
Assess organizational readiness, identify adoption barriers and change risks, and implement mitigation strategies.
Partner closely with Business, Product, and Technology teams to incorporate employee experience, business readiness, and adoption requirements throughout the product lifecycle.
Use adoption metrics, employee feedback, workflow observations, and operational data to identify pain points and improvement opportunities.
Build scalable communication, training, and enablement programs, including workshops, self-service resources, knowledge content, targeted campaigns, governance models, and playbooks.

Requirements

3-5 years of experience in change management, business transformation, product operations, digital transformation, CRM transformation, organizational effectiveness, or a related field.
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.
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.
Customer- and employee-centered approach.
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.

Skills

Change management
Business transformation
Product operations
Digital transformation
CRM transformation
Organizational effectiveness
Salesforce CRM
Enterprise technology platforms
Stakeholder engagement
Communications
Readiness planning
Adoption strategy
Analytical skills
Project management
Program management
AI tools
New technologies

Location

Toronto

Work Type

Full-time

Experience Level

3-5 years

Salary/Compensations

C$85,600 - C$114,300

Benefits

Target bonus
Restricted stock units
RRSP eligibility
Various paid time off benefits, such as PTO and parental leave

About the Company

eBay is a global commerce leader that connects millions of buyers and sellers around the world.
We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes.
We are 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.
We're in this together, sustaining the future of our customers, our company, and our planet.

Equal Opportunity

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 status.
If you have a need that requires accommodation, please contact us at talent@ebay.com.
We will make every effort to respond to your request for accommodation as soon as possible.
View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility.