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.
Job Summary
The OpportunityThe 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.
Qualifications
What You'll Do
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 an 24x7x365 on-call rotation supporting CRM solutions
Required Experience & Skills
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
Preferred Qualifications
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 with high-quality, safe, and accessible care.
Mass General Brigham provides a welcoming environment to employees, patients, and families.
Additional Job Details (if applicable)
Working Model Requirements
M-F Eastern Business Hours Full Time required
Hybrid model includes in person onsite work at MGB local sites, weekly or monthly, to be determined based on business needs
Must be flexible for weekly or monthly in person stakeholder meetings, team meetings and internal customer needs
- On remote workdays, employees must use a stable, secure, and compliant workstation in a quiet environment. Teams video is required and must be accessed using MGB-provided equipment
24x7x365 on-call rotation supporting CRM solutions
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$115,398.40 - $167,845.60/AnnualGrade
8At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.
EEO Statement:
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
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What We Do
Mass General Brigham is an integrated academic health care system, uniting great minds to solve the hardest problems in medicine for our communities and the world. Mass General Brigham connects a full continuum of care across a system of academic medical centers, community and specialty hospitals, a health insurance plan, physician networks, community health centers, home care, and long-term care services. Mass General Brigham is a nonprofit organization that is committed to patient care, research, teaching, and service to the community. In addition, Mass General Brigham is one of the nation’s leading biomedical research organizations and a principal teaching affiliate of Harvard Medical School.
