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 platform to enhance user experience and operational efficiency.
• Stay current on the evolution of Salesforce and overall technical opportunities to enhance mission delivery and fundraising operations. Proactively identify ways to implement these advancements.
  
  

Other Duties As Assigned

• This may include participation in ad hoc projects, cross-functional initiatives, or addressing unforeseen challenges that align with organizational goals. Flexibility and adaptability are key to successfully fulfilling these responsibilities.
  
  

Job Specifications

Minimum Qualifications

• Bachelor’s degree in computer science, information technology, or a related field; relevant certifications preferred (e.g., Salesforce Advance Developer, Salesforce Technical Architect, Salesforce Cloud Consultant).
• 5+ years of experience in Salesforce development and administration, with at least 2 years in a leadership or technical lead role.
• Strong knowledge of Salesforce architecture, development frameworks (Apex, Visualforce, Lightning), and integration tools (REST/SOAP APIs, middleware).
• Knowledge of Azure cloud resources and services for systems integrations (Logic Apps, Functions), enabling seamless connectivity between Salesforce and other enterprise platforms.
• Experience with agile methodologies and project management tools.
• Excellent problem-solving, analytical, and communication skills.
• Ability to manage multiple projects and priorities in a dynamic environment.
  
  

Preferred Qualifications

• Experience with Salesforce NPC, Marketing Cloud, Service Cloud.
• Experience with DevOps practices and CI/CD pipelines.
• Strong understanding of data security, compliance, and governance in Salesforce.
• Proven experience supporting nonprofit organizations with CRM solutions, including streamlining fundraising operations, donor management, and engagement strategies.
  
  

Soft Skills

• Maintain a productive, positive, and flexible attitude to foster collaboration, adaptability, and drive effective outcomes.
• Excellent verbal and written communication skills with the ability to translate technical concepts for diverse audiences.
• Strong interpersonal skills, with the ability to collaborate effectively across teams and disciplines.
• Demonstrated problem-solving and critical thinking capabilities with a proactive attitude toward challenges.
• Demonstrated initiative and a growth mindset, with a passion for learning and innovation, and an attitude to welcoming challenges and new responsibilities.
• Advocacy for the organization’s mission to support troops and their families.
  
  

Details

• This position may be worked remotely in the Eastern Time Zone (EST).
• USO locations will adhere to local area and DOD guidelines regarding COVID vaccination/testing requirements. Employees may be required to be vaccinated or tested regularly per local requirements.
• Resume and cover letter are required for full consideration.
• Background check – education, criminal and driving required.
• The statements contained herein describe the scope of the responsibility and essential functions of this position but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.
  
  

If that’s not enough to convince you, here are some direct quotes from employees

• The organization truly cares about the people who work here.
• I have been with the USO for 4 years and have consistently been able to grow in my knowledge and position. It is a fun place to work and my work/life balance is manageable. The way the organization has handled COVID has been top notch - I never felt fearful that I would lose my job or be put in a situation where I did not feel safe. The benefits are great - PTO and 401k matching are top level.
• There is great consideration given and extended in the following areas organizational core values for all, work-life balance, impact we can actually see (and even experience as a staff member- the feeling of making an impact is priceless), autonomy with respect to current position within the organization.
• Everyone is friendly and easy to talk to. We collaborate well together and share ideas and interests to create fun activities for our overall goal in the community. I couldn't think of a better organization to work for.
• The mission alone provides a positive and meaningful purpose, where people should want to work and be a part of. Most of the people who work for the USO and volunteer for the USO have giving hearts and want to make a difference. This also makes the organization a place where people would want to work.
• The mission and opportunities to make a Difference are amazing. There is no doubt that the USO is one of the most forward-facing, frontline serving nonprofits that I know of.
  
  

#theUSO

Apply today. Join the mission. Join Team USO.