CRM Sr Manager Digital Platforms

Mass General Brigham

4d•$115,398 - $167,846•Hybrid

About The Position

The MGB Digital Patient Experience team is seeking an experienced CRM leader, Sr Manager of Digital Platforms, who is passionate about leveraging Salesforce to enhance customer and patient engagement. As a key member of the Patient Experience team, you will shape the CRM strategy, manage the roadmap, and oversee the design and delivery of scalable CRM solutions that improve business outcomes and customer insights. You will lead a cross-functional team and collaborate closely with stakeholders across IT, business, and clinical groups to ensure CRM solutions meet organizational needs, drive adoption, and deliver measurable value.

Requirements

Bachelor’s degree in engineering, mathematics, computer science, other related fields
8+ years of professional experience, with at least 5+ years focused on CRM/Salesforce strategy, product ownership, or program management.
Salesforce Certifications required: Platform Administrator and Platform Developer I
Understanding of UX design - able to discuss and sketch out ideas and wireframes quickly
Excellent communication, presentation, and stakeholder management skills.
Experience with requirements gathering, road mapping, and CRM solution design.
Comfortable working in a dynamic, analytics-oriented group with several ongoing concurrent projects

Nice To Haves

10–12+ years of overall professional experience with significant leadership in CRM strategy and delivery.
Prior experience managing Salesforce engineering and QA teams.
Advanced Salesforce certifications (e.g., Data Architect, Application Architect, or Integration Architect).
Proven ability to drive CRM transformation initiatives in complex organizations.
Experienced with Salesforce Health Cloud and EHR integrations preferred.

Responsibilities

Act as the product owner in leading the prototyping and delivery of CRM solutions, including but not limited to: Roadmap ownership & Creating assessments
Drafting and finalizing functional requirements
Managing product development
Liaison between business stakeholders and the Customer Intelligence teams to brainstorm new ideas and estimate viability for new product ideas.
Working closely with the internal Business Engagement, PMO and Enterprise Architecture teams of MGB Digital Platform Management team.
Lead team of Salesforce Software Engineers and Quality Assurance engineers to build scalable and reliable solutions.
Leverage Declarative Configuration hands-on to rapidly prototype new solutions to ensure their feasibility
Collaborate cross functionally with larger IT departments, business stakeholders and the Critical Incident team to drive the adoption of these products
Define KPI metrics to demonstrate an ROI of deployed CRM applications
Participate in an 24x7x365 on-call rotation supporting CRM solutions