Director, IT – CRM Platform

AmeriLife•Clearwater, FL

About The Position

AmeriLife is seeking a highly capable, hands-on Director, IT – CRM Platform to assume primary responsibility for the Salesforce CRM platform that supports Health distribution and marketer led agent recruiting. This position will take day-to-day ownership of the Salesforce CRM, including delivery governance, production stability, vendor management, and continuous enhancement of platform capabilities. As schedule and priorities allow, the role will also provide secondary oversight and support for the Kizen engagement platform, helping ensure operational continuity and alignment across platforms. All development, configuration, and operational support are vendor-led, requiring a Director who can own outcomes, provide strong technical leadership, and hold vendors accountable rather than perform direct execution. This role will initially operate as a senior individual contributor, with significant platform accountability and visibility. The position is expected to evolve over time as ownership needs and organizational structures mature.

Requirements

10+ years of progressive IT experience with a strong application development or enterprise platform background.
5+ years of experience owning or managing enterprise CRM platforms, preferably Salesforce.
Proven ability to succeed as a hands-on Director level individual contributor.
Strong experience with:
Salesforce ecosystem
Vendor-led delivery and service integrator models
API-based integrations and enterprise data flows
SDLC, Agile delivery, and release management
Production support and operational governance
Demonstrated success managing vendors and complex stakeholder relationships.
Excellent communication, analytical, and problem-solving skills.

Nice To Haves

Technical expertise on the Salesforce platform
Familiarity with Kizen or similar engagement platforms.
Experience supporting sales, marketing, or recruiting workflows.
Background in Health, Insurance, or Financial Services organizations.
Ability to influence across matrixed teams and lead without direct oversight.
Experience operating in environments with parallel or adjacent platforms.

Responsibilities

Salesforce CRM Platform Ownership (Primary)
Serve as the primary IT owner for the Salesforce CRM platform supporting Health marketer workflows and agent recruiting.
Own platform stability, enhancements, integrations, and production support outcomes.
Drive roadmap execution, backlog prioritization, and release readiness for Salesforce‑based capabilities.
Ensure Salesforce continues to reliably support business operations and evolving requirements.
Vendor-Led Delivery & Governance
Oversee all Salesforce CRM development, configuration, testing, and releases performed by Service Integrators.
Review and validate solution designs, delivery scope, and quality prior to production release.
Ensure alignment with enterprise architecture, integration standards, security controls, and compliance requirements.
Partner closely with the Director, IT – CRM & Engagement Platforms Owner to coordinate priorities and ensure consistency of approach.
Kizen Platform Support (Secondary Responsibility)
Provide secondary coverage and support for the Kizen engagement platform, subject to capacity and priority alignment.
Participate in governance discussions, operational support coordination, and knowledge sharing related to Kizen.
Help ensure operational alignment between Salesforce CRM and Kizen where business processes intersect.
Technical Leadership & Integrations
Provide enterprise level technical leadership for CRM and engagement platform capabilities.
Govern integrations with downstream systems such as contracting, licensing, commissions, data platforms, and identity management.
Collaborate with Data Engineering and Architecture teams to ensure data accuracy, reliability, and performance.
Drive continuous improvement of integration patterns and platform scalability.
Production Support & Operational Excellence
Own day-to-day operational health of Salesforce CRM, including performance, availability, and issue resolution.
Define and enforce SLAs, KPIs, monitoring, and escalation procedures with vendors.
Lead incident triage, root cause analysis, and corrective action planning.
Ensure minimal disruption to business users during deployments, fixes, and enhancements.
Leadership & Collaboration
Operate as a Director level individual contributor with enterprise accountability and influence.
Partner effectively with IT leadership, business stakeholders, and vendors.
Contribute to platform governance frameworks, documentation standards, and repeatable operating processes.
Communicate clearly and proactively on platform health, risks, and delivery status.