CRM Sr Manager Digital Platforms

The Opportunity

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.

• Act as the product owner in leading the prototyping and delivery of CRM solutions, including but not limited to:
• Roadmap ownership and creating assessments.
• Drafting and finalizing functional requirements.
• Managing product development.
• Liaise between business stakeholders and the Customer Intelligence teams to brainstorm new ideas and estimate viability for new product ideas.
• Work closely with Business Engagement, PMO, and Enterprise Architecture teams of MGB Digital Platform Management.
• Lead a team of Salesforce Software Engineers and QA engineers to build scalable and reliable solutions.
• Leverage Declarative Configuration 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 adoption of these products.
• Develop AI‑supported QA processes to manage testing strategies effectively.
• Define KPI metrics to demonstrate ROI of deployed CRM applications.
• Participate in a 24x7x365 on‑call rotation supporting CRM solutions.

• Bachelor’s degree in engineering, mathematics, computer science, or 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.

• 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.
• Experience with Salesforce Health Cloud and EHR integrations preferred.

• M‑F Eastern Business Hours Full Time required.
• Hybrid model includes in‑person onsite work at MGB local sites, weekly or monthly, to be determined based on business needs.
• Must be flexible for weekly or monthly in‑person stakeholder meetings, team meetings, and internal customer needs.
• On remote workdays, employees must use a stable, secure, and compliant workstation in a quiet environment. Teams video is required and must be accessed using MGB‑provided equipment.
• 24x7x365 on‑call rotation supporting CRM solutions.

Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.