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City/State
Virginia Beach, VA
Work Shift
First (Days)
Overview:
Overview
Director, Salesforce and Customer Platforms
Sentara Health | Digital Organization | Remote, United States
The opportunity
Sentara Health, an integrated not-for-profit health system with a health plan serving roughly one million members, is hiring a Director of Salesforce and Customer Platforms. The role sits in the Digital organization and reports directly to the Chief Digital Officer.
This is not a Salesforce administration or development management job. It is a broad technology leadership role accountable for the strategy, architecture, delivery, operation, modernization, and economic stewardship of the Salesforce estate and related digital customer platforms for a healthcare payer. The platforms you run are how our health plan serves members, supports providers, equips brokers and employer groups, and powers sales and customer service.
Mission
Lead Salesforce and related digital customer platforms so that customer service, sales, broker, employer, member, and provider capabilities are reliable, secure, integrated, financially responsible, and aligned to measurable business outcomes. Own the platform economics as seriously as the platform architecture. Modernize deliberately, including automation and AI-enabled service, while keeping daily operations boringly dependable.
What you will own
Platform strategy and architecture
• A multi-year roadmap for the Salesforce estate (service, health, marketing, and experience portal workloads) and adjacent customer-facing SaaS platforms.
• Build, buy, consolidate, and retire decisions that keep the portfolio rationalized and the license posture defensible.
Delivery
• Release train and program delivery across a mixed organization of employees, contractors, managed services partners, and distributed or offshore delivery teams.
• Predictable, transparent delivery: honest estimates, visible tradeoffs, and commitments that hold.
Operations and trust
• Reliability, incident and release management, and platform health for systems that front-line service teams depend on every hour.
• Security, privacy, and compliance in a regulated healthcare environment, in partnership with cyber and compliance teams.
Integration
• Clean, well-governed integration with core administration platforms, contact center and telephony, conversational AI, and enterprise data, partnering closely with the leaders who own those domains.
Financial stewardship
• A multimillion dollar run and change budget: forecasting, variance management, license and subscription optimization, and unit economics that stand up to finance review.
Vendor and partner management
• Commercial and delivery relationships with Salesforce, systems integrators, and managed services and SaaS providers; outcomes-based agreements and performance accountability.
People leadership
• Multiple managers and cross-functional teams spanning release train leadership, program and project management, and product and delivery roles. Develop leaders, retain scarce skills, and keep a mixed workforce model healthy.
Modernization
• Automation, AI-enabled service and self-service, and platform simplification that measurably reduce cost to serve and improve customer experience.
What success looks like in year one
• Operations stay stable through peak periods, including open enrollment.
• A credible platform roadmap and a rationalized license and contract posture, with savings identified and banked.
• Delivery commitments met, with estimation and reporting discipline finance trusts.
• Measurable service outcomes: higher self-service containment, better first-contact resolution support, faster cycle times for business-requested change.
• A stable, engaged leadership team through the transition.
What you bring
• Senior technology leadership of an enterprise Salesforce or comparable customer platform portfolio, at director level or equivalent scope.
• Delivery leadership over mixed teams of employees, contractors, and managed services or offshore partners.
• Ownership of platform budgets at multimillion dollar scale, including license optimization and vendor negotiation.
• Experience in healthcare, insurance, or another regulated, data-sensitive industry; payer or health plan experience strongly preferred.
• Fluency across the Salesforce platform (service, health, marketing, and portal workloads) at the architecture and roadmap level; you do not need to be a hands-on developer, but you must not be fooled by one.
• Executive presence: you can defend a roadmap, a budget, and a hard tradeoff in the same meeting.
Education and Experience
• Bachelor's degree with 8 years of relevant experience, or 10 years without a degree; 5 years of leadership experience.
Work model and compensation
Remote within the United States. Competitive director-level compensation with annual bonus target and full Sentara benefits; range shared by recruiting.
Benefits: Caring For Your Family and Your Career
• Medical, Dental, Vision plans
• Adoption, Fertility and Surrogacy Reimbursement up to 10,000
• Paid Time Off and Sick Leave
• Paid Parental & Family Caregiver Leave
• Emergency Backup Care
• Long-Term, Short-Term Disability, and Critical Illness plans
• Life Insurance
• 401k/403B with Employer Match
• Tuition Assistance - 5,250/year and discounted educational opportunities through Guild Education
• Student Debt Pay Down - 10,000
• Pet Insurance
• Legal Resources Plan
• Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.
Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.
In support of our mission "to improve health every day," this is a tobacco-free environment.
For positions that are available as remote work, Sentara Health employs associates in the following states:
Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.