Director, Salesforce and Customer Platforms

City/State

Work Shift

Overview:

Overview

Director Salesforce and Customer Platforms

Sentara Health Digital Organization Remote United States

The opportunity

Sentara Health an integrated not-for-profit health system with a health plan serving roughly one million members is hiring a Director of Salesforce and Customer Platforms. The role sits in the Digital organization and reports directly to the Chief Digital Officer.

This is not a Salesforce administration or development management job. It is a broad technology leadership role accountable for the strategy architecture delivery operation modernization and economic stewardship of the Salesforce estate and related digital customer platforms for a healthcare payer. The platforms you run are how our health plan serves members supports providers equips brokers and employer groups and powers sales and customer service.

Mission

Lead Salesforce and related digital customer platforms so that customer service sales broker employer member and provider capabilities are reliable secure integrated financially responsible and aligned to measurable business outcomes. Own the platform economics as seriously as the platform architecture. Modernize deliberately including automation and AI-enabled service while keeping daily operations boringly dependable.

What you will own

Platform strategy and architecture

A multi-year roadmap for the Salesforce estate (service health marketing and experience portal workloads) and adjacent customer-facing SaaS platforms.

Build buy consolidate and retire decisions that keep the portfolio rationalized and the license posture defensible.

Delivery

Release train and program delivery across a mixed organization of employees contractors managed services partners and distributed or offshore delivery teams.

Predictable transparent delivery: honest estimates visible tradeoffs and commitments that hold.

Operations and trust

Reliability incident and release management and platform health for systems that front-line service teams depend on every hour.

Security privacy and compliance in a regulated healthcare environment in partnership with cyber and compliance teams.

Integration

Clean well-governed integration with core administration platforms contact center and telephony conversational AI and enterprise data partnering closely with the leaders who own those domains.

Financial stewardship

A multimillion dollar run and change budget: forecasting variance management license and subscription optimization and unit economics that stand up to finance review.

Vendor and partner management

Commercial and delivery relationships with Salesforce systems integrators and managed services and SaaS providers; outcomes-based agreements and performance accountability.

People leadership

Multiple managers and cross-functional teams spanning release train leadership program and project management and product and delivery roles. Develop leaders retain scarce skills and keep a mixed workforce model healthy.

Modernization

Automation AI-enabled service and self-service and platform simplification that measurably reduce cost to serve and improve customer experience.

What success looks like in year one

Operations stay stable through peak periods including open enrollment.

A credible platform roadmap and a rationalized license and contract posture with savings identified and banked.

Delivery commitments met with estimation and reporting discipline finance trusts.

Measurable service outcomes: higher self-service containment better first-contact resolution support faster cycle times for business-requested change.

A stable engaged leadership team through the transition.

What you bring

Senior technology leadership of an enterprise Salesforce or comparable customer platform portfolio at director level or equivalent scope.

Delivery leadership over mixed teams of employees contractors and managed services or offshore partners.

Ownership of platform budgets at multimillion dollar scale including license optimization and vendor negotiation.

Experience in healthcare insurance or another regulated data-sensitive industry; payer or health plan experience strongly preferred.

Fluency across the Salesforce platform (service health marketing and portal workloads) at the architecture and roadmap level; you do not need to be a hands-on developer but you must not be fooled by one.

Executive presence: you can defend a roadmap a budget and a hard tradeoff in the same meeting.

Education and Experience

Bachelors degree with 8 years of relevant experience or 10 years without a degree; 5 years of leadership experience.

Work model and compensation

Remote within the United States. Competitive director-level compensation with annual bonus target and full Sentara benefits; range shared by recruiting.

Benefits: Caring For Your Family and Your Career

Medical Dental Vision plans

Adoption Fertility and Surrogacy Reimbursement up to $10000

Paid Time Off and Sick Leave

Paid Parental & Family Caregiver Leave

Emergency Backup Care

Long-Term Short-Term Disability and Critical Illness plans

Life Insurance

401k/403B with Employer Match

Tuition Assistance $5250/year and discounted educational opportunities through Guild Education

Student Debt Pay Down $10000

Pet Insurance
Legal Resources Plan
Colleagues have the opportunity to earn an annual discretionary bonus ifestablished system and employee eligibility criteria is met.

Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30000-member workforce. Diversity inclusion and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.

In support of our mission to improve health every day this is a tobacco-free environment.

For positions that are available as remote work Sentara Health employs associates in the following states:

Alabama Delaware Florida Georgia Idaho Indiana Kansas Louisiana Maine Maryland Minnesota Nebraska Nevada New Hampshire North Carolina North Dakota Ohio Oklahoma Pennsylvania South Carolina South Dakota Tennessee Texas Utah Virginia Washington West Virginia Wisconsin and Wyoming.