Langley Federal Credit Union is currently hiring for a Full Time Director of Salesforce CRM Platform, to work a Hybrid schedule from our City Center office, located in Newport News, VA. THIS IS NOT A REMOTE POSITIONJob Summary:The Director, Salesforce CRM Platform sets the strategic direction and oversees the delivery and operational health of Langley's Salesforce platform, including Financial Services Cloud, Marketing Cloud, Data 360, and all other Salesforce products. This role owns the platform that serves as Langley's centralized, data-driven member-context layer, ensuring member history, interactions, and insight follow the member across every channel. The Director leads a team of Salesforce administrators, developers, and architects; owns platform governance, configuration standards, release management, and data integrity; and manages the Salesforce vendor ecosystem, including licensing, integration partners, and third-party applications. The Director partners with business unit leaders to translate member-experience and operational priorities into platform capabilities and facilitates cross-functional platform prioritization.
Essential Functions, Duties, and Responsibilities:Platform Strategy and Member-Context Ownership
- Owns the strategic roadmap for the Salesforce platform, ensuring alignment with Langley's growth strategy, channel unification objectives, and member-experience priorities.
- Serves as the accountable owner of the Salesforce member-context layer: the data model, integration feeds, and platform capabilities that allow member interactions to start in one channel and continue in another without friction.
- Facilitates prioritization of platform enhancement requests across business units; provides capacity, sequencing, and trade-off recommendations to Technology Solutions leadership and business stakeholders. Recommends build-versus-configure-versus-buy decisions for member-context capabilities.
- Partners with Data Solutions leadership to define the boundary between platform-resident member data and the enterprise data warehouse, including ownership of data feeds into and out of Salesforce, shared data-quality standards, and measures of member-context completeness and accuracy across channels.
- Recommends platform investment and licensing decisions to Technology Solutions leadership; informs enterprise data strategy and executive-level channel-ownership decisions.
Delivery and Platform Governance
- Leads and develops a team of Salesforce administrators, developers, and architecture staff, including workforce planning, skill development, team structure and assignments, and performance management.
- Owns platform governance: configuration standards, environment and sandbox strategy, release management, change control, and technical documentation for all Salesforce clouds and connected applications. Sets platform architecture standards.
- Directs the delivery of platform configuration, declarative automation, and custom development, ensuring solutions favor configuration over code and remain supportable through vendor upgrades. Delivers committed platform roadmap items.
- Oversees the design, delivery, and reliability of integrations between Salesforce and enterprise systems (including the core platform), using vendor-supplied connectors and middleware; ensures integration changes follow change management and security protocols.
- Owns delivery and configuration of Marketing Cloud Personalization and Marketing Cloud Engagement in partnership with Marketing.
- Establishes, monitors, and reports platform SLAs and KPIs, including platform availability, release quality, integration reliability, business adoption and utilization, and data-quality measures, and uses them to drive continuous improvement, reduce duplicative or shadow CRM tooling, and inform investment decisions.
Vendor and Ecosystem Management
- Manages the Salesforce vendor relationship, including licensing strategy, contract renewals, true-ups, and roadmap engagement; manages middleware and ISV vendor relationships supporting the platform. Recommends platform vendor and ISV selections within approved budget.
- Conducts vendor due diligence and performance monitoring consistent with Langley's third-party risk management expectations; escalates vendor risk issues through appropriate governance channels.
Security, Risk and AI Governance
- Partners with Information Security to define and enforce platform roles, permissions, and least-privilege access; ensures platform configuration supports audit, examination, and regulatory requirements.
- Owns governance of AI-enabled Salesforce CRM platform capabilities (e.g., Einstein, Agentforce), including use-case approval, model documentation, and compliance with Langley's responsible AI standards.
- Ensures platform disaster recovery, data retention, and business continuity plans are documented and tested.
Qualifications:- Bachelor's degree in Computer Science, Information Systems, Business, or a related field, or an equivalent combination of education and experience required.
- Eight or more years of Salesforce platform experience, including three or more years leading Salesforce administration and development teams, required.
- Experience owning an enterprise Salesforce org spanning multiple clouds, including environment strategy, release management, and platform governance, required.
- Experience managing vendor relationships, licensing, and third-party applications within a Salesforce ecosystem required.
- Experience with integration platforms and patterns (e.g., MuleSoft, REST/SOAP APIs, event-driven integration) required.
- Salesforce Certified Administrator certification required; architect-track certification (Application Architect, System Architect, or Certified Technical Architect) preferred.
- Experience in financial services, banking, or credit union environments preferred.
- Intermediate proficiency in Marketing Cloud Personalization and Marketing Cloud Engagement preferred.
- Experience governing AI-enabled CRM capabilities preferred.
Targeted Salary Range: $130,100.00 to $167.600 USD
Our Keys to Success:All Langley employees are expected to demonstrate the following Keys to Success, which reflect our shared cultural and behavioral expectations.
- Service Champion - Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
- Langley Ambassadors - Demonstrates a passion for Langley's vision, encouraging diversity, equity, and inclusion while considering Langley's values when making decisions and taking accountability for delivering results.
- Agile in Action - Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
- Team Driven - Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
- Continuous Learners - Maintains an understanding of Langley's business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.
