CRM Technical Lead (Eastern Time Zone)

Why join our team?

With a mission that spans the globe, the USO provides a rewarding and fulfilling work environment. Our team is exceptional, and we offer generous paid time off, including volunteer days and military leave. We have a remarkable 401k match, comprehensive benefits, and opportunities for training and education reimbursement. Our team members are passionate about putting the mission first, and we have a lot of fun while doing it. Working for the USO isn't just a job – it's a calling, and we believe in doing what you love and loving what you do.

Don’t take our word for it. The external “Great Place To Work” survey found that:

• The USO is a Certified Great Place to Work 2023-2024
• 93% feel good about the ways we contribute to the community.
• 93% are proud to tell others they work here.
• 88% feel their work has special meaning: this is not "just a job."
• 89% feel that when you join the company, you are made to feel welcome.
• 91% feel people here are treated fairly regardless of their race.
• 87% feel people here are treated fairly regardless of their gender.

The CRM Technical Lead will be responsible for leading the design, development, and maintenance of the organization's Salesforce CRM platform. This role will oversee a team consisting of system administrators and developers, ensuring the delivery of high-quality solutions and operational data that support business objectives. The ideal candidate will combine technical expertise in Salesforce, data architecture, systems integration, and CRM best practices with strong leadership and project management skills.

Principal Duties and Responsibilities (*Essential Duties)

Team Leadership and Management

• Lead, mentor, and manage the CRM team, fostering a collaborative and high-performance environment to drive team efficiency and solution quality.
• Provide technical guidance and professional development to team members, enhancing skill sets and supporting career growth.
• Allocate tasks and manage project timelines to ensure timely delivery of prioritized solutions that meet business goals.

CRM Development and Maintenance

• Lead and own all technical aspects of Salesforce implementations and customizations, including data migrations, data quality, systems integrations, data architecture and modeling, 3rd party applications, AppExchange products, and custom development to ensure scalable and reliable solutions.
• Manage development teams using Visualforce, Apex, AJAX, and other technologies to build customized solutions that support business requirements and drive key business decisions.
• Oversee the design, development, customization, and deployment of Salesforce solutions to optimize operational efficiency.
• Ensure platform integrity, security, and scalability to support business growth.
• Manage system integrations with other enterprise systems using the standard enterprise tech stack in Azure, enabling seamless data flow and process automation.
• Monitor system performance and implement improvements to enhance system stability and user experience.

Planning and Execution

• Collaborate with project managers and stakeholders to understand business requirements and translate them into impactful technical solutions that support organizational objectives.
• Identify ways to use the CRM platform to improve business processes and productivity, making recommendations that align with organizational goals and IT strategy.
• Develop and maintain a roadmap of enhancements and updates for the CRM platform to drive continuous improvement and innovation.

Quality Assurance and Compliance

• Establish and enforce best practices for the entire CRM lifecycle, including requirements gathering, design, integration, development, testing, deployment, documentation, maintenance, and iterative refinement to ensure solution reliability and sustainability.
• Document and implement processes to ensure consistency and quality across all phases of CRM development, supporting operational excellence.
• Define, communicate, and manage a change management (release) process to develop and implement new applications/code and updates to existing applications/code, minimizing disruption and ensuring smooth transitions.
• Ensure compliance with data governance, security policies, and industry regulations to safeguard organizational data and operations.

Problem Solving and Innovation

• Proactively identify system issues and lead the resolution process to minimize downtime and maintain business continuity.
• Drive continuous improvement and innovation within the CRM plat