Manager, CRM & Digital Intake Platforms

Socket.dev; Vancouver; On-site; CAD 117,000 - 146,000; Full time

Job summary

Doctors of BC in Vancouver seeks a Manager, CRM & Digital Intake Platforms to provide strategic and operational leadership for the organization’s CRM and digital intake platforms, including Salesforce Service Cloud and Microsoft Dynamics CRM. The role owns platform strategy, lifecycle management, and governance.

You will work with business and technical partners to translate needs into scalable capabilities, oversee integrations and automation, lead a capable team, manage vendor relationships,

Qualifications

• Bachelor's degree in computer science, information systems, business, or a related field.
• 8+ years of progressive experience in enterprise applications, CRM, SaaS platforms, solution delivery, or related technology roles.
• Experience leading enterprise CRM/digital platforms with platform strategy, governance, and lifecycle management.
• Strong understanding of Salesforce or comparable enterprise CRM platforms, including configuration, integrations, data management, security, and release management.

Responsibilities

• Provide strategic and operational leadership for CRM and digital intake platforms.
• Own platform strategy, lifecycle management, and governance, including roadmap development and data quality.
• Oversee platform integration and automation to streamline workflows and enable reliable data exchange.
• Lead and develop the team responsible for CRM and digital intake solutions; manage vendor relationships and licensing optimization.

Skills

CRM leadership

Project management

Stakeholder management

Vendor management

Communication

Education

Bachelor's degree (CS/IS/Business)

Tools

Salesforce Service Cloud

Microsoft Dynamics CRM

Low-code/no-code platforms

Job description

At Doctors of BC our visionis to promote a social, economic, and political climate in which members can provide the citizens of BC with the highest standard of health care, while achieving maximum professional satisfaction and fair economic reward.
Together, we make a difference so our doctors can make theirs. Join us today!

THE JOB

Manager, CRM & Digital Intake Platforms

The starting salary range falls within the minimum to mid-point of the salary range.

Starting Salary Range: $116,920 - $146,150

The Manager, CRM & Digital Intake Platforms provides strategic and operational leadership for the organization's Customer Relationship Management (CRM) and digital intake platforms, including Salesforce Service Cloud, Microsoft Dynamics CRM, internally developed business applications, and a portfolio of digital intake and forms platforms. The role owns platform strategy and lifecycle management, including roadmap development, platform consolidation, demand management, governance, configuration standards, data quality, and continuous improvement.

Working closely with business leaders and technical partners, the Manager translates evolving business needs into scalable platform capabilities while ensuring alignment with enterprise architecture, security, data governance, and organizational technology standards. The role oversees platform integration and automation to streamline workflows, reduce manual processes, and enable reliable data exchange across systems.

As a people and platform leader, the Manager leads and develops the team responsible for CRM and digital intake solutions, establishes clear accountabilities, and strengthens internal capability and sustainable delivery capacity. The Manager partners with technical teams on complex, cross-platform solutions while overseeing day-to-day platform configuration and implementation. The role also oversees vendor relationships, licensing optimization, platform lifecycle planning, and the evaluation of significant platform changes and new capabilities.

WHAT SUCCESS LOOKS LIKE

Leading Through People (I):

• Proven ability to guide, coach, and motivate others by assessing developmental needs and engaging team members in projects that challenge and develop their skills and abilities.
• Provides opportunities for others to learn from experts and further develop their capabilities.
• Ability to listen attentively and build rapport quickly.
• Addresses and confronts issues and inappropriate behaviours in a timely and respectful way.
• Consults with and informs the team in a timely manner before decisions that would impact them are made.
• Regularly provides constructive feedback and recognition to team members regarding job performance.

Leading with Drive (I):

• Fosters a team mentality that acknowledges the importance of visions, goals, and deadlines. In addition to this, clearly articulates vision and end goals, encouraging questions until clarity is gained.
• Uses clear reasoning and rational explanations to subtly yet resolutely influence other’s viewpoints.
• Effectively communicates information and expectations when delegating responsibilities.

Leading to Deliver (I):

• Makes decisions based upon relevant analysis of data and consistently monitors progress towards goals.
• Sets realistic service expectations within given constraints and states team expectations clearly to ensure responsibility and accountability is understood.
• Maintains composure and remains level-headed, focused on results, and accountable in all situations.Evaluates progress and involves team in analyzing strengths and weaknesses in performance.
• Meets all deadlines, quality standards and other requirements through successfully focusing the team to follow detailed plans and meet set goals.
• Ensures decision making aligns with organizational values, goals and strategies.

Leading Through Vision (I):

• Reflects on successes and failures to extract potential lessons about self, others and the organization.Focuses on strategic thinking to ensure the path of the desired vision is realistic and constantly monitored to ensure progress.
• Immerses self and team in new ideas to ensure continuous learning and progress, encouraging the team to take risks and seize opportunities.
• Evaluates progress and continually develops improvements.
• Participates in change programs by planning implementation activities and feedback systems with other change champions.

Doctors of BC Team Member:

Approaches work with a collaborative spirit recognizing we are better together. Embraces change, provides excellence in service and is accountable for their results and helping others achieve theirs. Does the right thing, not the easy thing. Speaks openly and honestly to tackle tough challenges and enrich relationships. Balances hard work with fun and is genuinely friendly and committed to other’s wellbeing.

WHAT YOU BRING

• A passion for learning, with an eagerness to dive into technology problems and challenge assumptions.
• Bachelor's degree in computer science, information systems, business, or a related field, with 8+ years of progressive experience in enterprise applications, CRM, SaaS platforms, solution delivery, or related technology roles.
• Demonstrated experience leading or managing enterprise CRM, digital platforms, or business application teams, including platform strategy, governance, roadmap development, and lifecycle management.
• Strong understanding of Salesforce or comparable enterprise CRM platforms, including platform capabilities, configuration, integrations, data management, security, and release management.
• Experience with digital intake, forms, workflow automation, low-code/no-code platforms, or similar technologies.
• Demonstrated experience managing SaaS platforms, vendors, licensing, platform consolidation, and technology lifecycle decisions.
• Experience translating complex business requirements into scalable technology solutions and working with architects and technical specialists on cross-platform designs and integrations.
• Demonstrated people leadership experience, including coaching, performance management, resource planning, and capability development.
• Strong project, change, stakeholder, and vendor management skills.
• Excellent analytical, problem-solving, communication, and presentation skills.

Doctors of BC thanks all applicants; however, only those selected for an interview will be notified.

Doctors of BC recognize the pervasive and ongoing harms of colonialism faced by Indigenous peoples and that these harms include the widespread systemic racism against Indigenous peoples in BC's health system. Physicians have a significant role to play in addressing the health disparities that exist between Indigenous and non-Indigenous patients, and Doctors of BC is committed to continuing to advance reconciliation and address and eliminate racism in health care.

Doctors of BC celebrates diversity, challenges inequality and is committed to sustaining an inclusive and diverse community. Weseek qualified applicants who share our commitments to equity, diversity and inclusion, and truth and reconciliation. We especially welcome applications from persistently and historically oppressed groups, including Indigenous (First Nations, Métis or Inuit) peoples, members of racialized communities, persons with disabilities, women, gender-diverse, and persons who identify as 2SLGBTQ+.

We acknowledge that the land Doctors of BC operates and supports physicians from is the traditional territories of the Coast Salish peoples including the Musqueam, Squamish, and Tsleil-Waututh Nations whose historical relationship with the land continues today. For Doctors of BC, acknowledging the land is an expression of cultural humility that involves recognizing our commitment to support the provision of culturally safe care to First Nations, Inuit, and Métis people in BC.