CRM Platform Owner

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Mia Aesthetics provides on-the-job training, professional development opportunities, opportunities for advancement, benefit offerings, and more.

The CRM Platform Owner is a senior individual contributor and people manager responsible for the holistic health, governance, and configuration integrity of our CRM platform. This role is the organizational counterpart to the Director of Business Systems Engineering: where the Director leads the engineering team that builds on the platform, the CRM Platform Owner owns the platform itself; its configuration, its security model, its data model integrity, and the team of administrators who keep it running day to day.

We are looking for someone who thinks at the platform level; who sees the org, understands how decisions made in one corner affect what happens in another, and has the experience and authority to set and enforce standards that protect that investment. You will work closely with the VP of CRM and the Director of Business Systems Engineering as a peer, internal IT and business stakeholders.

Platform Governance & Configuration Integrity

• Own the overall health and configuration integrity of the Salesforce org, you are accountable for what is in the org, why it is there, and whether it meets our standards

• Establish and enforce platform governance standards: naming conventions, field usage, page layout discipline, record page strategy, and configuration change control

• Conduct regular org health assessments, identify technical debt, redundant automation, deprecated configurations, and unused metadata 

• Serve as the final decision-maker on declarative configuration changes, ensuring they align with the platform's long-term architecture before they are deployed

• Partner with the Director of Business Systems Engineering on best practices and org governance

• Maintain a complete and accurate inventory of the org's metadata: objects, fields, profiles, permission sets, flows, and integrations

Security Model & Access Governance

• Own the Salesforce security model end-to-end: profiles, permission sets, permission set groups, roles, sharing rules, and field-level security

• Design and maintain a permission architecture that is scalable, auditable, and aligned to the principle of least privilege

• Review and approve all changes to profiles and permission sets before deployment

• Conduct periodic access reviews to identify over-provisioned users, orphaned permissions, and misaligned profiles across all three user segments — call center agents, clinical staff, and corporate users

Data Model & Data Quality Governance

• Own the Salesforce data model, object structure, field definitions, relationships, and record type strategy, ensuring it remains coherent and intentional as the business evolves

• Establish and enforce data quality standards: required fields, validation rules, picklist governance, and duplicate management rules

• Partner with business stakeholders to evaluate requests for new features which may require new objects, fields, or structural changes; challenging low-value additions and advocating for reuse over proliferation

• Develop and own the data dictionary and ensure it stays current and accessible as the authoritative reference for what lives in the org and why

Team Leadership & Administrator Development

• Directly manage two Salesforce Administrators, setting clear expectations, providing day-to-day direction, and owning their professional development

• Elevate the admin function to proactive platform stewardship, redefining how the team works, not just what it works on

• Build and maintain admin team standards: how tickets are triaged and resolved, how configuration work is documented, how changes are tested before deployment

• Identify skill gaps within the admin team and develop a growth plan for each person — whether that means deeper platform expertise, certification paths, or expanded ownership

• Serve as the first escalation point for the admin team on complex platform questions before further escalation

Stakeholder Partnership & Platform Roadmap

• Own the business stakeholder relationship for day-to-day platform needs; fielding questions, triaging issues, and managing requests related to existing features across all three user segments

• Contribute to the Salesforce platform roadmap in partnership with the VP of CRM and Director of Engineering, representing the configuration layer's constraints, opportunities, and technical debt backlog

• Stay current on Salesforce releases, evaluate new features across each release cycle and bring forward recommendations on adoption that are relevant to our use cases

• Proactively identify opportunities to improve existing processes and platform capabilities, this role is expected to ask "why does this work this way?" and bring well-reasoned recommendations to leadership, not wait to be asked

Required

• 6+ years of hands-on Salesforce experience, with the majority at a senior administrator or platform owner level

• Deep mastery of the Salesforce security model: profiles, permission sets, permission set groups, roles, sharing rules, and field-level security across complex multi-segment user populations

• Demonstrated ownership of org governance; you have set standards, enforced them, and pushed back when they weren't followed

• Strong data model experience: designing and maintaining object structures, field definitions, record types, and relationships in a complex, production org

• Strong documentation and communication skills

• Experience managing or formally mentoring Salesforce administrators; setting expectations, reviewing work, and developing people

• Proven ability to partner with engineering teams as a peer; you understand what developers build, can represent the platform's declarative layer credibly, and know where the boundary between configuration and code should sit

• Experience with Salesforce release management for declarative changes: sandbox strategy, and production change control

Strongly Preferred

• Experience with Service Cloud at scale; supporting a large call center or BPO operation with omni-channel routing, case management, and agent productivity tooling

• Familiarity with Salesforce Health Cloud or experience adapting Salesforce for clinical or patient-facing workflows in a non-EHR context

• Experience using Salesforce Shield or Event Monitoring for PHI access auditing and security review

• Hands-on experience with Salesforce DX, version control, and CI/CD pipelines for declarative metadata, not as a developer, but as a governance stakeholder who understands the process

• Experience in a fast-growth company where platform governance had to be built retroactively alongside an active development roadmap

Certifications

• Salesforce Certified Administrator / Salesforce Certified Advanced Administrator (strongly preferred)

• Additional certifications such as Platform App Builder, Service Cloud Consultant, or Sharing and Visibility Architect are a meaningful plus

Work   Setting- Remote-friendly;   occasional on-site presence for team sessions or stakeholder meetings