Principal CRM Platform Application Owner

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us — and helped us grow a team that now serves over 180,000 learners worldwide. Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you. Make an impact — from near or far At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming. We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states. The opportunity The Principal CRM Platform Owner will report to the Senior Director of Platform Operations. You will use expertise in CRM (Salesforce) and integration technologies (Mulesoft), to lead innovation and ensure the platform aligns with SNHU's strategic goals. You will be a member of the Business Technology Solutions team, this leader designs, implements, and optimizes SNHU's integration that pertain to the CRM portfolio which includes Mulesoft, Salesforce, marketing automation, telephony, and contact center tools. Responsibilities include defining our requirements, prioritizing enhancements, creating functional specifications, and managing vendors. You will be an important team member optimizing platform-powered capabilities, driving user adoption, and maintaining operations. The Platform Owner must be comfortable leading meetings, driving communication, and excelling in a dynamic environment. You will manage the strategic direction, operational stability, and continuous improvement of SNHU's integration platforms, with Mulesoft as the primary focus and Salesforce as a secondary platform. This role partners with partners, product managers, and technical teams to ensure integration solutions meet organizational needs, support business processes, and deliver value. The Platform Owner leads scrum teams, manages vendor relationships, and advocates for best practices in integration and CRM technologies. We ask that you have critical thinking to identify strengths, weaknesses, and opportunities for improvement, positively improving the student experience and organizational outcomes. You will work 100% remotely from any of our approved states. What You'll Do:

• Build, partnerships with partners and peers to lead value-based decision-making and solution options.
• Advocate for the value of the Mulesoft platform and improve and delivery of innovative integration solutions.
• Define the Mulesoft platform vision and roadmap with product and vendor roadmaps; support Salesforce roadmap as a secondary responsibility.
• Maintain knowledge of Mulesoft capabilities and constraints; use out-of-the-box features to minimize custom code requirements.
• Partner with CRM Leadership team, Platform Owners, Product owners, and stakeholders to prioritize Mulesoft programs and support Salesforce enhancements.
• Lead scrum teams, promoting a collaborative and Agile environment, and manage all team delivery outputs, including ITIL problem and incident management.
• Influence and contribute to the Mulesoft vendor roadmap to meet our needs.
• Define and prioritize epics, features, and user stories for platform stability, focusing on operational drivers such as ease of use, reliability, recovery, scalability, and security.
• Collaborate with management to uphold platform and application standards and strategy.
• Mentor newer team members to support career growth.
• Manage multiple scrum teams and groupings of platforms/applications that are business-critical and invested areas for the organization.
• Establish clear governance principles and practices to drive executive decisions and provide escalation paths for solution delivery teams.
• Oversee the health and performance of the Mulesoft platform, ensuring high availability and responsiveness for staff, faculty, and learners; support Salesforce platform health.
• Implement and enforce governance and security policies for Mulesoft; assist with Salesforce governance.
• Manage budgets and resources to improve technology investments.
• Ensure platforms/applications are used for their intended purpose.Apply tot his job

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