Director, CRM

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the “12 Angry Seniors.” Their mission continues to guide everything we do.

Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.

At SCAN, we believe scale should strengthen—not dilute—our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

The Job

The Director CRM is responsible for leading and managing the strategic design, development, and execution of IT migration projects, particularly focusing on claims and enrollment platforms. This role involves setting up and operating a Migrations Office, creating and executing comprehensive master plans, communicating issues and managing risks, collaborating across the organization, and leveraging technical skills in automation and AI to ensure smooth and efficient transitions. The Director will ensure that all migration projects are delivered on time, within budget, and meet high quality standards, while also aligning with business objectives and regulatory requirements.

You Will

• CRM Experience with implementing tools in the customer experience setting are aligned with business objectives and regulatory requirements, minimizing disruption and maximizing efficiency. 
• Create and Execute a Master Plan: Develop comprehensive master plans for Projects and programs. Ensure accountability for the execution of these plans, tracking progress and making necessary adjustments to meet project goals. 
• Communicate Issues and Manage Risks: Communicate project status, issues, and risks to stakeholders in a clear and timely manner. Implement risk management strategies to identify, assess, and mitigate potential issues, ensuring project success. 
• Collaborate Strongly Across the Organization: Work closely with business and delivery teams to manage dependencies and ensure alignment. Facilitate cross-functional collaboration to enhance project outcomes and address any challenges that arise. 
• Technical Skills for Automation and Understanding of AI: Utilize technical skills in automation to streamline migration processes and improve efficiency. Leverage AI and machine learning technologies to enhance forecasting, scheduling, and decision-making. 
• Lead the CRM development and technical delivery at Scan 
• Experience with MS Dynamics or Similar CRM tools and execution leadership 
• Plan the organize the CRM portfolio aligned to Business outcomes. Lead and coordinate with business and vendor teams 
• Technical expertise to own the Platform, tool set, actively manage the delivery and mitigate delivery risks  
• Strong communication and collaboration skills with ownership and accountability with track record of Change management 
• Experience in reimagining and automating business processes and workflows within CRM and integrate with Enterprise systems using AI tools 
• Experience implementing AI in the platform and integrate with Enterprise AI tools 
• Ability to coordinate and manage talent internally and across vendor partners, with focus on Talent value maximization, upskilling and coaching 

• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

• Actively support the achievement of SCAN’s Vision and Goals.

• Other duties as assigned.

Your Qualifications

• Bachelor’s Degree required 
• 5-7 years of related experience 
• 5 years of leadership experience
• Project Management: Proficient in project management methodologies and tools. Ability to manage multiple projects simultaneously and ensure they are delivered on time and within budget. 
• Technical Expertise: Strong technical background in IT systems, particularly in claims and enrollment platforms. Knowledge of automation tools and AI technologies. 
• Change Management: Expertise in IT and business change management. Ability to develop and execute strategies for managing change effe