Director, Business Systems

Company Description

At Amwell, we’re transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don’t just matter—they drive real change, improving lives on a global scale.

We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry’s biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care.

We do this through our technology-enabled care platform that is designed to help our clients achieve their digital care ambitions – today and in the future. We offer programs spanning the full care continuum, including urgent, acute and specialty care, behavioral health, and services for the treatment of chronic conditions such as heart and cardiometabolic diseases. Programs are powered by Amwell as well as our growing partner network.

For almost two decades, Amwell has proudly served some of the largest and most sophisticated healthcare organizations in the U.S. and worldwide. Our team is passionate about technology’s role in transforming care delivery and making it more equitable, accessible, efficient, cost-effective and navigable for all.

Brief Overview 

Amwell is looking for a Director, Business Systems to lead our enterprise technology ecosystem, with a primary focus on Salesforce as the central hub for all business data and infrastructure. This position will oversee the optimization, integration and governance of our Salesforce platform, including Data Cloud, Agentforce, and two Experience Cloud sites, alongside Gainsight CS (Customer Success) and Gainsight CC (Customer Community) solutions. The ideal candidate will drive cross-functional alignment, ensure seamless integrations with 25+ external and home-grown platforms, and champion data-driven decision-making to support business growth and operational efficiency.  

You will collaborate with the Sales/ Operations, Marketing, Customer Success, Customer Support, Clinical Operations and Professional Services teams to architect scalable systems that enhance user experience, automate processes, and deliver actionable insights. This is a hands-on leadership position requiring deep technical expertise, project management skills, and a vision for leveraging CRM and customer success technologies to achieve strategic objectives.  

Specifically, the Director, Business Systems will: 

Core Responsibilities 

• Develop and execute a roadmap for Salesforce as the core business data hub, integrating Data Cloud for advanced data management, Agentforce for AI-driven automation, Gainsight for client relationship management, and two customer-facing Experience Cloud sites  

• Align system architecture with business goals, ensuring scalability, security and compliance 

• Oversee integrations between Salesforce and 25+ platforms including third-party tools (e.g. provider recruiting site, marketing automation, analytics) and custom home-grown applications 

• Design data flows to maintain data integrity, real-time synchronization, and minimal downtime  

• Lead a team that manages Gainsight CS for customer success workflows, health scoring and engagement tracking 

• Manage Gainsight + Salesforce integrations with Gainsight CC to support community-driven customer interactions, feedback loops, self-service resources, and seamless user authentication across platforms 

• Build and mentor a high-performing team of business systems analysts, administrators and developers; foster a culture of innovation, continuous improvement and best practices in CRM and CS platforms 

• Champion process automation through the implementation of Salesforce Flow, Apex, and Lightning components, while leveraging Data Cloud for data unification and Agentforce for intelligent agent experiences  

• Maintain data governance policies, including master data management, privacy, compliance (e.g. HIPAA, HITRUST, SOC 2, GDPR) and audit trails 

• Conduct regular system audits, performance tuning and risk assessments to ensure reliability and regulatory adherence 

• Partner with stakeholders to gather requirements, prioritize enhancements and manage projects from ideation to deployment; lead change management efforts for system updates, training programs, and user adoption strat