Business Systems Application Manager

Take on an important role with a world-class health organization. Help elevate operational excellence and patient experience. Take your professional expertise to the next level. UCan do all this and more at UCLA Health.

Under the direction of the Faculty Practice Group Director of Business Operations and the Manager of the Program & Project Management Office, the Business Systems Application Manager will serve as Faculty Practice Group's technical expert and leader of Salesforce customer relationship management (CRM) software. Oversee the implementation, maintenance, and management of Salesforce CRM builds across multiple FPG departments. Support cross functional initiatives. The incumbent will lead complex programs and projects that span multiple business lines, ensuring alignment with business goals in collaboration with UCLA Health senior management, executive leadership, IT, and other stakeholders.

Key responsibilities include:

• CRM Software Management: Lead the planning, execution, and implementation of new CRM initiatives and feature requests. Coordinate stakeholders and generate user stories, process designs, plan and execute builds following software development best practices. Use problem solving and analysis skills to determine solutions to highly complex business issues. In collaboration with IT, formulate and manage security protocols, develop and maintain documentation, and ensure data integrity and consistency across platforms. Partner with internal and external stakeholders to optimize CRM functionalities and manage multi-unit consulting, implementation, integration, and redesign engagements.
• Continuous Improvement: Continually evaluate the effectiveness of CRM builds. Identify areas for process improvement, efficiency gains, and user experience enhancements and lead initiatives to implement changes.
• Change Management and Training: Lead end user training efforts and utilize change management expertise to ensure user adoption and client success.
• Leadership and Collaboration: Manage vendor/consultant staff and oversee integration and other large complex feature implementations. Oversee administrative and professional staff in project activities, facilitate dialogues between multiple stakeholder groups, collaborate closely with IT, and manage vendor relationships to ensure successful project outcomes.

The Business Systems Application Manager will analyze internal and external data sources to develop data-driven insights that support strategic decision-making. The incumbent will provide strategic oversight and guidance on project implementation, establish measurement standards, and make necessary program revisions to incorporate best practices and optimize project management processes. Additionally, they will organize project-specific and advisory/committee group meetings, ensuring that minutes and action items are accurately recorded and distributed.

Salary Range: $92,600 - $202,200 Annually

We're seeking an independent, flexible and collaborative professional with:

• REQUIRED - A minimum of five years of project management experience, preferably within a healthcare setting.
• REQUIRED -A minimum of five years of Salesforce CRM software build and maintenance.
• Bachelor's degree or a combination of equivalent education/experience/training.
• A minimum of five years of end-user training experience.
• Strong project management skills with the proven ability to deliver agreed objectives with timeframes, including experience in project outcome reporting utilizing industry standards.
• Experience in leading, facilitating, and implementing new programs and/or projects.
• Proven history of ability to successfully relate and communicate with all levels of staff from different professional backgrounds.
• Skill in analyzing information, problems, situations, and procedures to define objectives, identify pattern and formulate conclusions.
• Ability to creatively integrate competing demands of an outpatient setting into a productive working environment.
• Ability to interact diplomatically and sympathetically with a patient population in varying degrees of health and effective communication with staff, faculty and the general public in conveying information to varying organizational levels.
• Interpersonal skills and ability to communicate effectively and diplomatically.
• Ability to accept and carry out oral instructions accurately and work independently as well as a part of a team within a demanding environment.
• Ability to prioritize work, handle multiple tasks to completion and make decisions on which course to follow for a particular situation.
• Ability to work independently and follow through on assignments with minimal direction and supervision.
• Ability to be flexible with working hours given adequate notice and in alignment with job demands.
• Knowledge of computer software applications including Microsoft Office (Project, Word, Excel, and Power Point) and project management software.