CRM Platform Manager
Job Summary This position requires on-site work at least 3 days per week.
The CRM Program Manager serves as a leader and subject matter expert for UCSF Health system's enterprise CRM platform. This role carries significant influence across clinical, administrative, and technology domains, shaping the long-term strategy and direction of how the health system engages with patients, families, and partners.
The Program Manager will be responsible for defining and executing the strategic roadmap for the CRM platform, ensuring it scales to meet the needs of a growing, complex academic health care enterprise. They will oversee platform integration and development, lead the alignment of CRM capabilities with key operational and clinical systems, and drive the adoption of innovative tools that enhance customer engagement and optimize the contact center experience.
Working in close partnership with operational leaders, clinicians, and technical experts, this individual will bridge the gap between business needs and technology solutions. They will direct programs with broad organizational impact, balancing strategic vision with tactical execution to ensure success in a high-stakes environment.
This is a unique chance to help shape how patients and families experience customer service in healthcare. The Program Manager will work alongside a talented team of technical and operational experts, bringing fresh ideas and practical solutions to life. By championing new digital tools and smarter ways of working, this role will make it easier for staff to do their jobs and for patients to get the support they need-helping the organization deliver care that feels more connected, responsive, and personal. The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. The salary range for this position is $166,600 - $249,000 (Annual Rate). To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html Department Description The Health IT department at UCSF Health is dedicated to advancing healthcare delivery through innovative technology solutions. Our Health AI team focuses on integrating cutting-edge AI applications into clinical practice, supporting the development of tools that enhance patient care, streamline operations, and enable data-driven decision-making across the health system. Required Qualifications
- Bachelor's degree in health care information technology, computer science, or related area, and/or equivalent combination of experience/training.
- 5 years of relevant experience in a leadership role working with a Contact Center or Customer Relationship Management (CRM)
- Highly developed skills and expertise in project management, with demonstrated ability to plan and lead teams, prioritize tasks, and direct projects successfully from inception to completion on task and on schedule.
- Demonstrated analytical skills and competency in documentation and reporting, with the ability to develop and apply metrics, evaluate new systems and releases, plan and implement testing systems, collect and analyze performance data, and produce comprehensive reports and analysis for management use, in conjunction with the data science team.
- Strong project management skills, with a demonstrated ability to lead large-scale healthcare IT projects from inception to completion.
- Ability to apply expert-level problem-solving skills to issues of the most complex nature, to quickly diagnose problems, and to develop, test, and deploy appropriate and effective solutions in a timely manner.
- Expert proficiency in interpersonal communications to effectively train, support, and collaborate productively with clinical users, management, and key stakeholders at all professional and technical levels.
- Highly skilled in written and verbal communications, to develop written specifications and curricula, and to convey comprehensive technical information and training to all levels of clinical users and staff in a specific, clear, and concise manner.
- Demonstrated ability to serve as an expert resource with broad industry knowledge, to lead teams and work effectively with key personnel and management, and to provide advice and counsel on optimal strategies and policies for improving quality, efficiency, and functionality of clinical information systems.
- Proven ability to organize, manage multiple priorities, meet deadlines, and delegate clinical applications work efficiently, with strong human resources management skills and knowledge.
Preferred Qualifications
- Expert knowledge of clinical applications operations, systems, and functions, including planning, design, development, implementation, user support and training, maintenance, quality assurance, and system testing and evaluation.
- Deep understanding of clinical and administrative workflows in a large health care setting, with the ability to align technology solutions to patient care and operational needs.
- Experience with large-scale contact center environments, including call routing, workforce management, customer service best practices, and digital engagement tools.
- Familiarity with enterprise telephony systems (e.g., Genesys, Cisco, Avaya, Five9, or equivalent) and how they integrate with CRM and EHR platforms.
- Advanced knowledge of Salesforce Health Cloud (or other CRM platforms), including roadmap planning, configuration, system administration, and governance.
- Certification:
- CcaaS platform certification (Genesys, AWS)
- Salesforce Administrator, developer, or other Salesforce certification
- Salesforce Architect
About UCSF At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve - a promise we share with the professionals who make up our team.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report - UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide. Equal Employment Opportunity The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law. Job Code and Payroll Title 006036 CLIN APPLICATIONS MGR 1 Job Category Clinical Systems / IT Professionals, Professional and Managerial, Supervisory / Management Bargaining Unit 99 - Policy-Covered (No Bargaining Unit) Location San Francisco, CA Additional Shift Details 8-5 M-F Pacific Time |
University of California - San Francisco Campus and Health
Oct 28, 2025