Salesforce CRM Product Director

Posting Date

Essential Duties & Responsibilities

In order of significance, list the essential functions and responsibilities of the position. Do not include duties that are performed infrequently or require minimal time. All other duties are accounted for in "Other Duties as Assigned" which must remain on all Job Descriptions.

• CRM Product Strategy and Vision: Develop and communicate a clear CRM product strategy that aligns with and leverages DaVita's Salesforce platform. The product strategy will drive outcomes in areas like business development, contact center agent experience, and stakeholder engagement by exercising capabilities and feature across Agentic AI, core CRM, Personalization, Digital Outreach, and Data Management. The defined strategy is inclusive of functional and technical ownership. Outcomes of the product strategy should be in alignment with established Objectives & Key Results (OKR) for both the Salesforce platform and functional lane.
• Market Analysis: Conduct market research and competitive analysis to identify opportunities to strategically manage DaVita's CRM capabilities with a forward-looking view. Use data-driven insights to inform product decisions and prioritize features.
• Product Development: Engage in the entire product lifecycle, from ideation to launch and beyond. Work closely with cross-functional teams, including development, UI/UX design, and other product teams, to ensure successful product delivery. In partnership with DaVita's Salesforce Technical Director and data integration functions harden reliable inbound and outbound integrations to maximize customer engagement data and teammate experience. Additionally, experience with IT change control capabilities is a plus.
• Customer Focus: Champion the voice of the customer within the organization. Leverage user feedback to guide the continuous improvement of the product to enhance the user experience. This is done by being closely engaged with the business and DaVita's stakeholder experience teams to understand current needs and articulating the art of the possible across DaVita's Salesforce capabilities.
• Performance Metrics: Using Objectives & Key Results (OKRs) ensure all work is calibrated to drive key performance indicators (KPIs) to measure the success of the product. Use OKRs to drive decision-making and optimize product performance.
• Stakeholder Management: Build strong relationships with internal and external stakeholders. Communicate product updates and progress to cross functional leadership teams (inclusive of senior leadership) and other key business and IT stakeholder functions.
• Other Duties as Assigned

Education and Requirements

Describe any required or preferred education and experience criteria (i.e. bachelor's degree preferred, or management experience required).

• 6-8 years of related experience
• Bachelor's Degree Required or similar level of work experience
• Required:
  • Certifications across multiple Salesforce products and execution experience
  • Proven track record of successfully launching and managing products in a fast-paced environment.
  • Strong collaboration and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to think strategically and execute tactically.
  • Experience with agile development methodologies.
• Preferred:
  • Experience in the healthcare, retail, and / or technology industry.
  • Familiarity with Salesforce's full suite of customer relationship management (CRM) products, Agentic and Einstein AI.
  • Strong understanding of market trends and customer needs across engagement capabilities across Salesforce and other industry products
  • Proficiency in Salesforce CRM tools, including Salesforce Data Cloud, Marketing Cloud, and Experience Cloud. Experience with Salesforce integrations, data management, and automation tools is highly desirable.
  • Experience with contact center solutions, including journey mapping, real-time reporting, sentiment analysis, and speech analytics. Familiarity with tools and features such as call center dashboards, interaction reporting, and text analytics is highly desirable

What We'll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace , backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.

#LI-SM5

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.