University of Massachusetts Medical School

  • Team Lead, CRM & Digital Products

    Minimum Salary US-MA-Shrewsbury
    Job Location 4 weeks ago(12/30/2019 12:54 PM)
    Requisition Number
    # of Openings
    Posted Date
    Exempt/Non-Exempt Status
    Non Union Position -W60- Non Unit Professional
  • Overview


    Under the supervision of the Senior Director of Customer Services, the Team Lead for CRM and Digital Products ensures that Medical School faculty, students, and staff are provided products and consulting services on the best use of digital products to achieve business objectives. Existing products include EpiServer content management system, Google Analytics, Qualtrics survey experience, SharePoint Online, Pardot marketing automation, Einstein Analytics, SiteImprove content quality and accessibility, Salesforce CRM, and PowerBI and SAP BusienssObjects analytics. Consulting services include digital marketing and analytics. Team lead must be able to coordinate and collaborate with stakeholders to identify business problems, recommend appropriate and cost-effective web content solutions, assist team with delivering results, and measure outcomes for success and improvements.


    The purpose of this position is to provide managerial oversight of 6-10 exempt staff; ensure staff have appropriate technical and hospitality skills; provide contract and vendor management for ongoing maintenance; oversee purchases; evaluate new digital products and services that will be cost-effective; manage adherence to the division’s Key Performance Indicators; follow project management fundamentals; provide efficient and effective work order management; manage budget; and perform appropriate human resource duties.


    The Team Lead will work collaboratively, cordially, and effectively with senior Medical School leadership and designees, administrative and educational colleagues, and other information technology peers. The Team Lead will be familiar with emerging trends in digital products and services to improve outcomes and will utilize data extensively from multiple sources to drive performance.



    • Managing the full product life cycle of digital applications for employee, student, and marketing capabilities such as EpiServer, Salesforce, and other.
    • Lead a product team who design, integrate, enhance, administer and support a suite of digital products (e.g. DropBox, Slack, Zoom, Hyland Perceptive Content – Document Imaging, Digital Signature, Drupal, Pardot, etc.) and the EpiServer and Salesforce platforms using agile and human-centered approaches to design.
    • Lead a product team who deliver analytics via digital products (e.g. SAP BusinessObjects, PowerBI, etc.) using agile and human-centered approaches to design.
    • Drive adoption of digital applications by being a thought leader on industry solutions and acting as a trusted advisor to stakeholders
    • Understand the technical mechanics of existing online content products and services utilized at the Medical School to enable efficient and effective triage, troubleshooting, and resolution
    • Understand the technical mechanics of emerging online content products and services to evaluate cost-effective acquisition and implementation
    • Deliver customer service (hospitality and solution delivery) to the highest level
    • Utilize data to analyze trends and improve performance
    • Lead exempt staff; perform appropriate HR duties as directed by HR and or the Sr Director
    • Train, inspire, and motivate staff to performance expectations
    • Manage annual operational budgets. Ensure adherence to the budget.
    • Solicit and manage vendors and contractors as needed
    • Plan and purchase necessary products and services
    • Manage the work order management queues
    • Other duties as necessary



    • Bachelor’s Degree in related field or equivalent experience.
    • 3 or more years of experience managing and coaching a team of technologists to develop, enhance, and support digital applications
    • 3 or more years of experience with product management approaches for digital applications
    • 3 years of experience with application development, configuration, integration and/or support
    • Demonstrated ability to communicate thoughtfully, in person and in writing, with colleagues and partners, and while facilitating consultative design discussions with stakeholders in both business and technology functions to translate business needs into solution designs.
    • Experience using lean and/or agile frameworks for product management such as Kanban, Scrum, etc.
    • 3 years of experience with common web technologies including HTML, CSS, XML, REST, JSON.
    • Demonstrated understanding of software development process fundamentals, version control and quality assurance
    • 2 years experience with enterprise level CRM and CMS platforms
    • Experience with RESTful APIs and data integration platforms (e.g. Boomi, Mulesoft, SnapLogic, Informatica, etc.)
    • Ability to promote adoption through quality design, change management, platform promotion, and stakeholder partnership
    • Experience promoting continuous professional development, versatility, and innovation for a high performing team to achieve business outcomes

    Additional Information


    • Experience in hospitality or similar customer service background
    • Experience with EpiServer, SharePoint Online, Qualtrics, and analytics platforms



    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed