CRM Sr Manager Digital Platforms

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Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Be a part of the world’s most powerful force in medicine, where every role is important in changing lives.

Learn from others and be inspired. Work hard to solve for unknowns. Chase solutions. Be a part of something greater.

At Mass General Brigham, we know it takes a range of talented professionals to advance our mission—from doctors, nurses, business professionals and tech experts, to dedicated researchers and systems analysts.

We’re helping patients get the best care possible by working on digital health experience, analyzing big data to streamline the delivery of care, and reaching out to medically complex patients to better understand their needs.

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 & Creating assessments
• Drafting and finalizing functional requirements
• Managing product development
• Liaison between business stakeholders and the Customer Intelligence teams to brainstorm new ideas and estimate viability for new product ideas.
• Working closely with the internal Business Engagement, PMO and Enterprise Architecture teams of MGB Digital Platform Management team.
• Lead team of Salesforce Software Engineers and Quality Assurance engineers to build scalable and reliable solutions.
• Leverage Declarative Configuration hands‑on 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 the adoption of these products
• Develop AI-supported QA processes to effectively manage testing strategies
• Define KPI metrics to demonstrate an ROI of deployed CRM applications
• Participate in a 24x7x365 on‑call rotation supporting CRM solutions

• Bachelor’s degree in engineering, mathematics, computer science, other 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.
• Experienced with Salesforce Health Cloud and EHR integrations preferred.

Together, we’re connecting premier hospitals and health professionals to help serve patients and communities…