Director, Salesforce and Customer Platforms

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.

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.