Director, CRM Strategy & Operations

Role Description

The Director, CRM Strategy & Operations is responsible for providing strategic leadership, governance, operational oversight, and continuous improvement for the Marketing & Growth division’s Customer Relationship Management (CRM) platform and associated sales enablement capabilities. This role serves as the product owner and operational leader for CRM strategy, administration, business process enablement, release management, user adoption, platform governance, and ongoing transformation initiatives.

The Director is accountable for developing the CRM roadmap, establishing governance standards, overseeing platform enhancements, driving adoption, managing vendor relationships, and ensuring CRM capabilities evolve in alignment with organizational goals and customer engagement strategies. This position partners closely with teams across the enterprise and business leaders across Lines of Business (LOBs) and regional markets to ensure the CRM platform enables efficient customer engagement, sales effectiveness, relationship management, operational visibility, and business growth.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, Marketing, Customer Experience, Analytics, Operations Management, or related field. Master's degree preferred.
• Ten (10) or more years of progressive experience in CRM administration, CRM operations, sales operations, customer engagement technologies, business systems management, or related disciplines.
• Healthcare or other highly regulated industry experience preferred.
• Five (5) or more years of leadership experience managing teams, enterprise platforms, business applications, or transformation initiatives.
• Demonstrated experience leading CRM platform strategy, administration, governance, enhancement management, and adoption programs.
• Experience with one or more enterprise CRM platforms, including Salesforce, Microsoft Dynamics 365, SAP CRM, Oracle CX, or similar enterprise CRM solutions.
• Experience supporting sales process optimization, customer engagement workflows, business process transformation, and user enablement initiatives.
• Strong understanding of CRM governance, platform administration, user adoption, release management, business process design, change management, data governance, and vendor management.
• Experience managing platform roadmaps, enhancement portfolios, testing programs, and deployment processes.
• Strong leadership, communication, relationship-building, facilitation, and organizational change management skills.

Requirements

• Ability to work prolonged periods sitting and/or standing at a workstation and working on a computer.
• Ability to travel across the Health Plan service region for meetings and/or trainings as needed.

Benefits

• Participation in group health and/or dental insurance.
• Retirement plan.
• Wellness program.
• Paid time away from work.
• Paid holidays.

Compensation Range(s)

Minimum: $137,857 - Maximum: $248,143. The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position’s minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.