Associate Director, CRM Innovation & Emerging Technology

As an Associate Director, CRM Innovation & Emerging Technology, you will support the strategy, development, and execution of CRM Labs priorities across shaping, prototyping, and proof-of-concept activities. This role will implement the CRM Labs iterative de-risking model by translating innovation demand into disciplined experimentation that validates business value, user experience, and technical feasibility before enterprise commitment.

What You Will Do

Key responsibilities include executing the CRM Labs de-risking model, leading tactical implementation of rapid prototyping, translating opportunities into testable concepts, driving evidence-based decision making, coordinating cross-functional execution, and supporting proof-of-concept planning and transition.

Why It Might Be a Fit

To be successful in this role, you will need strong partnership, execution discipline, and intellectual maturity. A comprehensive understanding of best practices in CRM, Data, and AI-enabled customer engagement is important to success in this role. You will also need experience executing rapid experimentation, prototyping, or proof-of-concept work that tests business value and feasibility before larger-scale investment.

Requirements

• Bachelor's degree in related field is required; Master of Science and/or MBA preferred
• Minimum 6+ years of experience in CRM, product management, innovation delivery, consulting, technology strategy, or related leadership roles
• Strong partnership, execution discipline, and intellectual maturity are needed
• A comprehensive understanding of best practices in CRM, Data, and AI-enabled customer engagement is important to success in this role
• Proven success executing rapid experimentation, prototyping, or proof-of-concept work that tests business value and feasibility before larger-scale investment
• Strong understanding of the CRM landscape (Sales, Marketing, and Service), including Salesforce (Agentforce, Data Cloud, core platform), Veeva, and adjacent technologies in the customer engagement ecosystem
• Understanding of CRM, AI, and data platforms and architectures (e.g., Salesforce, Salesforce Data Cloud, Veeva, OpenAI, Snowflake, or similar enterprise technologies)
• Experience translating ambiguous ideas into clear experiments, including framing the use case, defining assumptions, identifying success criteria, and shaping practical build plans
• Experience working across business and technical teams, including Product, architecture, engineering, UX, analytics, privacy, legal, compliance, and operations
• Strong operational discipline in agile delivery, work management, documentation, decision tracking, and transparent status communication
• Comfort working hands-on in iterative delivery cycles with a bias toward action, speed, learning, and practical outcomes over excessive polish
• Experience supporting governance in regulated environments, including privacy, security, compliance, and risk management considerations relevant to healthcare and customer engagement platforms
• Excellent communication skills with the ability to build stakeholder alignment, synthesize learnings, and recommend decisions grounded in business value and empirical evidence
• Strong analytical and problem-solving skills, with the ability to interpret complex inputs, challenge assumptions, and adapt approaches in a rapidly evolving technological landscape
• Experience enabling the transition from prototype to production is preferred, including partnering with delivery teams to package outputs, define next steps, and minimize rework

Benefits

• Comprehensive benefits package including health, life and disability benefits
• 401(k) with company contribution and match
• Generous time off package including vacation, personal days, holidays, and other leaves
• Performance-based cash incentive
• Eligibility to be considered for annual equity awards