Director, Salesforce CRM Product
About The Position
This role is responsible for developing and communicating a clear CRM product strategy that aligns with and leverages DaVita’s Salesforce platform. The product strategy will drive outcomes in areas like business development, contact center agent experience, and stakeholder engagement by exercising capabilities and features across Agentic AI, core CRM, Personalization, Digital Outreach, and Data Management. The defined strategy is inclusive of functional and technical ownership. Outcomes of the product strategy should be in alignment with established Objectives & Key Results (OKR) for both the Salesforce platform and functional lane. The role involves conducting market research and competitive analysis to identify opportunities to strategically manage DaVita’s CRM capabilities with a forward-looking view, using data-driven insights to inform product decisions and prioritize features. The Director will engage in the entire product lifecycle, from ideation to launch and beyond, working closely with cross-functional teams, including development, UI/UX design, and other product teams, to ensure successful product delivery. In partnership with DaVita’s Salesforce Technical Director and data integration functions, the role will harden reliable inbound and outbound integrations to maximize customer engagement data and teammate experience. The position champions the voice of the customer, leveraging user feedback to guide continuous product improvement and enhance user experience. This is achieved by being closely engaged with the business and DaVita’s stakeholder experience teams to understand current needs and articulating the art of the possible across DaVita’s Salesforce capabilities. The role ensures all work is calibrated to drive key performance indicators (KPIs) to measure product success using OKRs and drives decision-making and product performance optimization. The Director will build strong relationships with internal and external stakeholders, communicating product updates and progress to cross-functional leadership teams and other key business and IT stakeholder functions. Additionally, the role holds full supervisory responsibility for recruitment, hiring, retention, and continuous performance development of direct reports, providing calm, decisive leadership under pressure while maintaining a relentless focus on optimizing processes, managing cross-team dependencies, and aligning team priorities with enterprise goals.
Requirements
- 6-8 years of related experience
- Bachelor’s Degree Required or similar level of work experience
- Certifications across multiple Salesforce products and execution experience
- Proven track record of successfully launching and managing products in a fast-paced environment.
- Strong collaboration and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to think strategically and execute tactically.
- Experience with agile development methodologies.
Nice To Haves
- Experience in the healthcare, retail, and / or technology industry.
- Familiarity with Salesforce’s full suite of customer relationship management (CRM) products, Agentic and Einstein AI.
- Strong understanding of market trends and customer needs across engagement capabilities across Salesforce and other industry products
- Proficiency in Salesforce CRM tools, including Salesforce Data Cloud, Marketing Cloud, and Experience Cloud.
- Experience with Salesforce integrations, data management, and automation tools is highly desirable.
- Experience with contact center solutions, including journey mapping, real-time reporting, sentiment analysis, and speech analytics.
- Familiarity with tools and features such as call center dashboards, interaction reporting, and text analytics is highly desirable.
- Experience with IT change control capabilities is a plus.
Responsibilities
- Develop and communicate a clear CRM product strategy that aligns with and leverages DaVita’s Salesforce platform.
- Conduct market research and competitive analysis to identify opportunities to strategically manage DaVita’s CRM capabilities with a forward-looking view.
- Engage in the entire product lifecycle, from ideation to launch and beyond.
- Work closely with cross-functional teams, including development, UI/UX design, and other product teams, to ensure successful product delivery.
- Harden reliable inbound and outbound integrations to maximize customer engagement data and teammate experience.
- Champion the voice of the customer within the organization.
- Leverage user feedback to guide the continuous improvement of the product to enhance the user experience.
- Ensure all work is calibrated to drive key performance indicators (KPIs) to measure the success of the product.
- Build strong relationships with internal and external stakeholders.
- Communicate product updates and progress to cross functional leadership teams and other key business and IT stakeholder functions.
- Hold full supervisory responsibility for recruitment, hiring, retention, and continuous performance development of direct reports.
- Provide calm, decisive leadership under pressure while maintaining a relentless focus on optimizing processes, managing cross-team dependencies, and aligning team priorities with enterprise goals.
Benefits
- Medical, dental, vision, 401(k) match, paid time off, PTO cash out
- Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave
- Professional development programs
- On-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.
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What This Job Offers
Job Type
Full-time
Career Level
Director
