Director, CRM

The Job

The Director CRM is responsible for leading and managing the strategic design, development, and execution of IT migration projects, particularly focusing on claims and enrollment platforms. This role involves setting up and operating a Migrations Office, creating and executing comprehensive master plans, communicating issues and managing risks, collaborating across the organization, and leveraging technical skills in automation and AI to ensure smooth and efficient transitions.

The Director will ensure that all migration projects are delivered on time, within budget, and meet high quality standards, while also aligning with business objectives and regulatory requirements.

• CRM Experience with implementing tools in the customer experience setting aligned with business objectives and regulatory requirements, minimizing disruption and maximizing efficiency.
• Create and Execute a Master Plan:
  Develop comprehensive master plans for Projects and programs. Ensure accountability for the execution of these plans, tracking progress and making necessary adjustments to meet project goals.
• Communicate Issues and Manage Risks:
  Communicate project status, issues, and risks to stakeholders in a clear and timely manner. Implement risk management strategies to identify, assess, and mitigate potential issues, ensuring project success.
• Collaborate Strongly Across the Organization:
  Work closely with business and delivery teams to manage dependencies and ensure alignment. Facilitate cross-functional collaboration to enhance project outcomes and address any challenges that arise.
• Technical Skills for Automation and Understanding of AI:
  Utilize technical skills in automation to streamline migration processes and improve efficiency. Leverage AI and machine learning technologies to enhance forecasting, scheduling, and decision-making.
• Lead the CRM development and technical delivery at Scan.
• Experience with MS Dynamics or similar CRM tools and execution leadership.
• Plan the organization of the CRM portfolio aligned to Business outcomes. Lead and coordinate with business and vendor teams.
• Technical expertise to own the Platform, tool set, actively manage the delivery and mitigate delivery risks.
• Strong communication and collaboration skills with ownership and accountability with track record of Change management.
• Experience in reimagining and automating business processes and workflows within CRM and integrate with Enterprise systems using AI tools.
• Experience implementing AI in the platform and integrate with Enterprise AI tools.
• Ability to coordinate and manage talent internally and across vendor partners, with focus on Talent value maximization, upskilling and coaching.
• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
• Actively support the achievement of SCAN's Vision and Goals.
• Other duties as assigned.

• Bachelor's Degree required.
• 5-7 years of related experience.
• 5 years of leadership experience.
• Project Management:
  Proficient in project management methodologies and tools. Ability to manage multiple projects simultaneously and ensure they are delivered on time and within budget.
• Technical Expertise:
  Strong technical background in IT systems, particularly in claims and enrollment platforms. Knowledge of automation tools and AI technologies.
• Change Management:
  Expertise in IT and business change management. Ability to develop and execute strategies for managing change effectively.
• Stakeholder Management:
  Skilled in managing relationships with key stakeholders. Ability to align project goals with stakeholder expectations and manage their involvement throughout the project lifecycle.
• Leadership – Skilled to develop others.
• Business Insight – In-Depth understanding of the business.
• Problem Solving – Good problem-solving skills.
• Strategic Mindset – Anticipates future trends and implications accurately.

• Base Salary Range: $147,900 to $254,798 annually.
• An annual employee bonus program.
• Robust Wellness Program.
• Generous paid-time-off (PTO).
• 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days.
• Excellent 401(k)…