Director, Salesforce CRM Platform

Langley Credit Union • Newport News, VA

3d • Hybrid

About The Position

Langley Federal Credit Union is hiring a full-time Director, Salesforce CRM Platform to work a hybrid schedule from its City Center office in Newport News, Virginia. This is not a remote position.

The Director sets the strategic direction and oversees delivery and operational health of Langley’s Salesforce platform, including Financial Services Cloud, Marketing Cloud, Data 360, and other Salesforce products. The role owns Salesforce as a centralized, data-driven member-context layer, enabling member history, interactions, and insights to follow members across channels. The Director leads Salesforce administrators, developers, and architects; owns platform governance, configuration standards, release management, and data integrity; manages the Salesforce vendor ecosystem; and partners with business leaders to translate member-experience and operational priorities into platform capabilities.

The role owns the platform roadmap and cross-business prioritization, makes recommendations on platform investment and licensing, and partners with Data Solutions leadership on data ownership, feeds, quality standards, and member-context completeness. It directs platform configuration, automation, custom development, integrations, and Marketing Cloud delivery; establishes platform SLAs and KPIs; and manages vendor relationships and risk. The Director also partners with Information Security on access controls and regulatory requirements, governs AI-enabled Salesforce capabilities, and ensures disaster recovery, data retention, and business continuity plans are documented and tested.

Langley describes its culture through five Keys to Success: Service Champion, Langley Ambassadors, Agile in Action, Team Driven, and Continuous Learners.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Business, or a related field, or an equivalent combination of education and experience.
• Eight or more years of Salesforce platform experience.
• Three or more years leading Salesforce administration and development teams.
• Experience owning an enterprise Salesforce org spanning multiple clouds, including environment strategy, release management, and platform governance.
• Experience managing vendor relationships, licensing, and third-party applications within a Salesforce ecosystem.
• Experience with integration platforms and patterns, such as MuleSoft, REST/SOAP APIs, or event-driven integration.
• Salesforce Certified Administrator certification.
• The job description lists Salesforce Certified Administrator certification as required; it does not identify a specific architect-track certification as required.

Nice To Haves

• Salesforce architect-track certification, such as Application Architect, System Architect, or Certified Technical Architect.
• Experience in financial services, banking, or credit union environments.
• Intermediate proficiency in Marketing Cloud Personalization and Marketing Cloud Engagement.
• Experience governing AI-enabled CRM capabilities.

Responsibilities

• Own the strategic roadmap for Salesforce, aligning it with organizational growth, channel unification, and member-experience priorities.
• Own Salesforce’s member-context layer, including its data model, integration feeds, and capabilities that support continuity of member interactions across channels.
• Facilitate prioritization of platform enhancements across business units and recommend capacity, sequencing, and trade-offs to Technology Solutions leadership and business stakeholders.
• Recommend build-versus-configure-versus-buy decisions for member-context capabilities.
• Partner with Data Solutions leadership to define the boundary between Salesforce-resident member data and the enterprise data warehouse, including feed ownership, shared data-quality standards, and measures of member-context completeness and accuracy.
• Recommend platform investment and licensing decisions and inform enterprise data strategy and executive channel-ownership decisions.
• Lead and develop Salesforce administrators, developers, and architecture staff, including workforce planning, skill development, team structure, assignments, and performance management.
• Own platform governance, including configuration standards, environment and sandbox strategy, release management, change control, and technical documentation for Salesforce clouds and connected applications.
• Set platform architecture standards and direct configuration, declarative automation, and custom development, favoring supportable configuration over code where appropriate.
• Deliver committed platform roadmap items.
• Oversee the design, delivery, and reliability of Salesforce integrations with enterprise systems, including the core platform, and ensure integration changes follow change-management and security protocols.
• Own delivery and configuration of Marketing Cloud Personalization and Marketing Cloud Engagement in partnership with Marketing.
• Establish, monitor, and report platform SLAs and KPIs for availability, release quality, integration reliability, adoption and utilization, and data quality; use these measures to drive improvement, reduce duplicative or shadow CRM tooling, and inform investment decisions.
• Manage Salesforce vendor relationships, including licensing strategy, renewals, true-ups, and roadmap engagement, as well as middleware and ISV vendors supporting the platform.
• Recommend platform vendor and ISV selections within the approved budget.
• Conduct vendor due diligence and performance monitoring consistent with third-party risk expectations, and escalate vendor risk issues through appropriate governance channels.
• Partner with Information Security to define and enforce platform roles, permissions, and least-privilege access, and ensure configurations support audit, examination, and regulatory requirements.
• Govern AI-enabled Salesforce CRM capabilities, including use-case approval, model documentation, and compliance with responsible AI standards.
• Ensure platform disaster recovery, data retention, and business continuity plans are documented and tested.
• Demonstrate Langley’s Keys to Success: service orientation, accountability and inclusion, adaptability and innovation, transparent collaboration, and continuous learning.

Benefits

• Affordable medical insurance.
• Dental insurance.
• Vision insurance.
• Educational assistance, including books, lab fees, and registration costs.
• Student loan repayment support.
• Career growth opportunities.
• Paid vacation that accrues from day one and increases with service, subject to a maximum cap.
• 13 paid holidays, including the employee’s birthday and the day after Thanksgiving.
• Floating holidays.
• Paid sick time.
• 401(k) plan with a 6% company match and immediate vesting, with a Roth IRA option.
• Company-covered short-term disability insurance.
• Company-covered long-term disability insurance.
• Complimentary life insurance, with additional voluntary life insurance available.
• Flexible health care benefits.
• Dependent care benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Director