Senior Director, CRM Platform & Experience Enablement

Description

This position provides enterprise leadership for the Pega platform as a core enabler of CRM capabilities, workflow optimization, and AI supported decisioning. It exists to translate prioritized experience and operational needs into scalable solutions that strengthen trust, improve reliability, and deliver measurable business outcomes. Operating across functions, the role ensures platform strategy, governance, and solution delivery remain aligned with enterprise priorities and long term architectural direction. Through disciplined platform stewardship and benefit realization, this position ensures the platform evolves to support future growth, stability, and intuitive, scalable solutions.

Here's what you can expect from the job and what you need to be successful:

Job Duties

• Lead enterprise product ownership of the Pega platform, ensuring it operates as a unified, scalable capability that evolves with future growth, increased demand, and emerging business needs.
• Translate enterprise priorities, experience insights, and operational requirements into durable, reusable Pega solutions that enhance member and employee experiences while improving operational performance.
• Drive cross functional platform and solution initiatives that balance experience improvement with operational soundness, ensuring designs are scalable, sustainable, and effective across teams, channels, and systems.
• Champion consistent, enterprise wide adoption of Pega for member interaction management, promoting standardization, simplification, and cross portfolio alignment.
• Partner with experience, process, product, operations, analytics, and technology leaders to embed Pega based solutions into enterprise workflows, ensuring effective adoption, operational alignment, and sustainable scaling.
• Establish and enforce platform experience principles, governance practices, and system performance expectations to ensure, scalability, compliance.
• Apply automation, data, and AI responsibly within the Pega platform to eliminate low value work, enhance decision quality, and improve efficiency for employees and members.
• Develop and manage a sequenced, forward looking platform strategic roadmap aligned with enterprise priorities, capacity constraints, and expected outcomes.
• Ensure platform efforts move from insight to execution by connecting experience signals, operational friction, and enterprise opportunities to accountable delivery and measurable business value.
• Define success measures for platform initiatives and partner with analytics teams to assess post implementation outcomes, including employee experience improvements, efficiency gains, risk reduction, and reduction of recurring issues.
• Advocate for frontline experience simplification by reducing clicks, systems, and process complexity, ensuring the platform supports intuitive, efficient workflows that elevate the member experience.
• Shift the organization from reactive fixes to proactive, systemic platform improvements that prevent friction, reduce complexity, and enable long term enterprise value creation.
  
  

Essential Skills

• 8 years of proven experience owning and evolving the Pega platform at enterprise scale, including governance, architecture, and large‑scale solution delivery.
• 6 years’ experience leading a diverse team including hiring, coaching and performance management.
• Demonstrated ability to design and implement scalable Pega solutions that deliver measurable enterprise value and operational improvements.
• Strong understanding of Pega Enterprise CRM or similar Member Interaction Platform, case management, workflow optimization, and decisioning capabilities, including best‑practice use of guardrails and reusable components.
• Experience applying automation, data, and AI responsibly within enterprise platforms to enhance experience, decision quality, and operational performance.
• Strong operational and financial acumen with the ability to connect platform investments to efficiency gains, risk reduction, and long‑term business value.
• Experience working within financial services, credit unions, or other regulated industries, with an understanding of compliance, risk, and data governance expectations.
• Required education: Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree), advanced degree preferred.
  
  

Location: Hillsboro, OR 97124 | (HYBRID)

Target Compensation in Hillsboro, OR: $170k - $200k annually annual bonus

Benefits options include:

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Paid Time Off (PTO): You'll accrue up to 15 vacation days in your first year. In addition, you'll receive 40-hours of sick time, and three personal days, which will refresh annually
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
  
  

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First Tech is not currently offering Visa transfer/ sponsorship for this position