Sr. Manager, CRM Operations

Posting Date

General Purpose of the Job

The Senior Manager, CRM Operations leads the CRM technical and operations team and owns the technical foundation and run-state of the Digital Marketing organization's CRM platform. As the organization scales its CRM email, SMS, IVR, and lifecycle programs, this role makes sure the platform, the product roadmap, and the data behind every campaign keep pace, so that campaigns are scalable, automated, compliant, and resilient in production.

This is primarily a people management and ownership role. The Senior Manager leads a team of solution architects, a QA developer, and the email build team, setting direction, developing the team, and holding delivery to a high quality bar. They stay close enough to the platform to set technical direction and resolve complex decisions, but their core job is leading the team and owning outcomes rather than building heads-down. A core expectation is setting the standards and developing the key processes the team works to, then keeping the team aligned, consistent, and standardized as the function scales.

Two areas of ownership sit squarely with this role. First, the product roadmap. This person owns where the CRM platform is headed and sequences capabilities such as Data Cloud activation, IVR, and journey orchestration against business priorities. Second, the data delivery of campaigns. This person is accountable for getting the right data to the right campaign, which means navigating difficult data sources scattered across the organization and making sure deliverables are met on time and built correctly.

Success in this role depends on working well with stakeholders who understand the technical details at a high level but rely on this person to translate, advise, and deliver. The Senior Manager brings clarity and structure to complexity, urgency, and ambiguity.

People Leadership

This role carries direct people leadership responsibility across the CRM technical and operations team, including solution architects, a QA developer, and the email build team.

• Lead, direct, and coach a team of solution architects, a QA developer, and the email build team.

• Set the standards and develop the key processes the team follows and drive consistent adherence and standardization across the team.

• Establish and enforce build, QA, and documentation standards that hold up across the team and in production.

• Run the team's delivery cadence within an agile model, planning and prioritizing work across increments.

• Develop the team's ability to drive recommendations and resolve technical ambiguity independently, rather than escalating routine decisions upward.

• Serve as the senior escalation point for complex architecture and build decisions.

• Manage capacity and prioritization across concurrent campaigns.

Product Roadmap & Campaign Data Delivery

These two areas of ownership are central to the role and define how its impact is measured.

• Own the CRM platform product roadmap, including the sequencing of capabilities such as Data Cloud activation, IVR, and journey orchestration against business priorities.

• Own the data delivery of campaigns end to end, ensuring the right audiences and data reach the right channels accurately and on time.

• Navigate complex, distributed data sources across the organization and resolve gaps that put campaign delivery at risk.

• Ensure deliverables are met, holding both the team and upstream data dependencies accountable to timelines.

• Partner with stakeholders who have a high-level technical understanding, translating between business intent and technical execution.

Education and Requirements

Skills and Qualifications

• 7+ years of hands-on Salesforce Marketing Cloud experience, including senior technical or solution architecture work.

• Prior experience leading or managing a technical team of solution architects, developers, or QA.

• Deep expertise across Email Studio, Journey Builder, Automation Studio, Audience Builder, and Content Builder.

• Strong command of Salesforce data models, Data Cloud to Marketing Cloud integration, audience segmentation, and journey orchestration.

• Proven ability to navigate scattered, inconsistent data sources and deliver reliable campaign data from them.

• Experience owning a platform or product roadmap and sequencing capabilities against business priorities.

• Proven ability to set standards and build repeatable processes that a team adopts and consistently follows.

• Experience leading delivery in an agile environment.

• Hands-on experience with SQL, AMPscript, and SSJS, and with Data Extensions and relational data design.

• Strong stakeholder management skills, including translating technical detail for partners who understand it at a high level.

• Comfortable operating in a fast-moving, ambiguous environment and bringing structure to it.

How Success Is Measured

• Campaign data is delivered accurately and on time, even when the underlying sources are scattered across the organization.

• The CRM platform roadmap is clear, sequenced, and progressing against business priorities.

• The team resolves technical decisions at the right level, and delivery quality is consistently high.

• Standards and repeatable processes are documented, adopted, and consistently followed across the team.

• Stakeholders trust this person to translate technical complexity and reliably meet deliverables.

Certificates, Licenses, and Registrations

• Salesforce Marketing Cloud certifications highly preferred (e.g., Marketing Cloud Solution Architect, Marketing Cloud Consultant, Marketing Cloud Developer, or Data Cloud Consultant)

Travel and Time Requirements

• Travel: Up to 20%.

• Nights/Weekends: Variable but usually minimal (determined by project needs for go-live or production support outside of core business hours).

Additional Requirements

Language Skills: Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position.

ADA/Reasonable Accommodations: DaVita provides reasonable accommodations to enable otherwise qualified individuals with disabilities to perform the essential Physical and/or Mental functions of a position.

Work Environment: Level III - Moderate noise (e.g., business office with computers or printers, light traffic). No required tasks involve greater exposure to blood, body fluids or tissues than would be encountered by a visitor. The normal work routine involves no exposure to blood, body fluids or other hazardous conditions.

Visual: Vision adequate to perform the essential duties/responsibilities of position.

May be required to demonstrate the ability to differentiate colors on a test strip.

Physical Demands: Physical requirements can vary. These must be reviewed with management. However, in general, the position requires the following activities:

* Ability to lift minimum of 5 lbs to a max of 50 lbs unassisted and able to stand, sit, stoop, walk, stretch, reach, and use full range of body motions.

* Manual dexterity as required for specific equipment and ability to use computer keyboard and peripherals.

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 Star Learning.

#LI-KM4

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.

Beware of Recruitment Fraud

DaVita will never ask for payment or personal financial information at any point in the hiring process, nor will we ever communicate with you using email addresses outside of the DaVita secure network. If you receive a request like this, it is not legitimate. Do not share your information.

Career Growth - From clinical and operations to corporate jobs, our learning and development programs help guide your career journey.