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.

Sentara Health, an integrated, not-for-profit health care delivery system, celebrates more than 135 years in pursuit of its mission – “we improve health every day.” Sentara is one of the largest health systems in the U.S. Mid-Atlantic and Southeast, and among the top 20 largest not-for-profit integrated health systems in the country, with 34,000 employees, 12 hospitals in Virginia and Northeastern North Carolina including 10 hospitals with the prestigious Magnet® recognition, and the Sentara Health Plans division which serves more than 1 million members in Virginia and Florida. Sentara is recognized nationally for clinical quality and safety, and is strategically focused on innovation and creating an extraordinary health care experience for our patients and members. Sentara was named a Health Quality Innovator of the Year (2024), was recognized by Forbes as “America’s Best-In-State Employer” (2024), “Best Employer for Veterans” (2022, 2023), and “Best Employer for Women” (2020), and named to IBM Watson Health’s “Top 15 Health Systems” (2021, 2018).

Learn more

A woman smiling as a healthcare worker helps her with arm exercises in a bright, sunlit room.
A woman smiling as a healthcare worker helps her with arm exercises in a bright, sunlit room.
A woman smiling as a healthcare worker helps her with arm exercises in a bright, sunlit room.

Our Culture

At Sentara, our differences are our strengths. The unique backgrounds, skills, and experiences that each Sentara colleague brings to work make Sentara special and allow us to deliver excellent service and care to our patients, members, and communities.

Our Benefits

We are committed to consistently enhancing our training, advancement tracks, work-life benefits, and more. Our goal is to make you feel more excited to be here every day!

Two female doctors in lab coats smiling and chatting in a hospital hallway.
Two female doctors in lab coats smiling and chatting in a hospital hallway.
Two female doctors in lab coats smiling and chatting in a hospital hallway.
Two nurses in scrubs smiling and chatting during a break, one holding a coffee cup in a bright hospital setting.
Two nurses in scrubs smiling and chatting during a break, one holding a coffee cup in a bright hospital setting.

The Sentara Nursing Experience

Making a meaningful impact on health requires compassion, dedication, continuous learning, teamwork and collaboration. At Sentara, we also recognize that in valuing the professional and personal well-being of our nurses, we build a stronger, more supportive workplace for our nurses. And that’s making us healthier from the inside out. These principles unite our nurses across various roles and locations.

Two nurses in scrubs smiling and chatting during a break, one holding a coffee cup in a bright hospital setting.
Surgical assistant in scrubs and mask operates medical monitor in an operating room with other staff in the background.

The Sentara Clinical Experience

No matter where you choose to join us, in an inpatient or outpatient setting, you will be part of an interdisciplinary Clinical team passionate about quality care and patient safety. You will have access to the tools and technologies you need to succeed and the chance to learn and grow through training and educational programs so you can advance your career as a Clinical professional.

Smiling healthcare worker assists a male patient at a clinic front desk while another nurse works in the background.

The Sentara Support Services Experience

Each day, the Sentara Support Services team helps improve healthcare at more than 300 Virginia and Northeastern North Carolina sites. We perform various patient care activities, provide multiple services, and handle administrative functions that support our patients and their families. These vital functions include assisting the medical team in all aspects of medical care, such as treatments, procedures, and diagnostic and laboratory testing.

Smiling medical professionals in scrubs and a lab coat sitting at a table.

The Medical Group Experience

As part of Sentara Health, Sentara Medical Group providers have diverse opportunities across regions and inpatient and outpatient locations. For those providers based in one of 12 hospitals, we have close working relationships with the administration, ensuring a collegial and collaborative environment where all can come together around shared initiatives.

Guided by a dedicated board of providers, Sentara Medical Group not only offers leadership opportunities for its providers but also underscores the group’s crucial role in fulfilling Sentara’s overarching mission to meet the needs of our diverse patient populations, some of our most vulnerable communities. Our physicians and APPs enjoy opportunities for both personal and professional career growth through a network of resources aimed to cultivate an environment suitable for a lifelong career home.

Your Perspective Matters

Nurses are the heartbeat of our exceptional team. Our approach empowers nurses to actively participate in decision-making. Our nurses have a stake in shaping their workplace as well as their own career growth; one of the benefits of our focus on supporting and valuing team members. This framework encompasses our nursing mission, vision, values, philosophy, and the essential elements of our Professional Practice Model.

This image illustrates the Sentara Nursing Professional Practice Model. Read more about it on The Sentara Nurse Experience page.

Visual representation of the Sentara Nursing Professional Practice Model.

We Are an Equal Opportunity Employer

Sentara Health is an Equal Opportunity Employer committed to the hiring, advancement, and fair treatment of every individual. Sentara and its affiliates do not discriminate against any individual or group of individuals on the basis of race, color, religion, ancestry, national origin, marital status, age, sex, sexual orientation, gender identity or expression, genetic information, physical or mental disability, pregnancy, medical condition, veteran status or any other legally protected characteristics.

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We Are an Equal Opportunity Employer

Sentara Health is an Equal Opportunity Employer committed to the hiring, advancement, and fair treatment of every individual. Sentara and its affiliates do not discriminate against any individual or group of individuals on the basis of race, color, religion, ancestry, national origin, marital status, age, sex, sexual orientation, gender identity or expression, genetic information, physical or mental disability, pregnancy, medical condition, veteran status or any other legally protected characteristics.

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