At Amwell, we’re transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don’t just matter—they drive real change, improving lives on a global scale.

We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry’s biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care.

We do this through our technology-enabled care platform that is designed to help our clients achieve their digital care ambitions – today and in the future. We offer programs spanning the full care continuum, including urgent, acute and specialty care, behavioral health, and services for the treatment of chronic conditions such as heart and cardiometabolic diseases. Programs are powered by Amwell as well as our growing partner network.

For almost two decades, Amwell has proudly served some of the largest and most sophisticated healthcare organizations in the U.S. and worldwide. Our team is passionate about technology’s role in transforming care delivery and making it more equitable, accessible, efficient, cost-effective and navigable for all.

Brief Overview

Amwell is looking for a Director, Business Systems to lead our enterprise technology ecosystem, with a primary focus on Salesforce as the central hub for all business data and infrastructure. This position will oversee the optimization, integration and governance of our Salesforce platform, including Data Cloud, Agentforce, and two Experience Cloud sites, alongside Gainsight CS (Customer Success) and Gainsight CC (Customer Community) solutions. The ideal candidate will drive cross-functional alignment, ensure seamless integrations with 25+ external and home-grown platforms, and champion data-driven decision-making to support business growth and operational efficiency.

You will collaborate with the Sales/ Operations, Marketing, Customer Success, Customer Support, Clinical Operations and Professional Services teams to architect scalable systems that enhance user experience, automate processes, and deliver actionable insights. This is a hands-on leadership position requiring deep technical expertise, project management skills, and a vision for leveraging CRM and customer success technologies to achieve strategic objectives.

Specifically, the Director, Business Systems will:

Core Responsibilities

Develop and execute a roadmap for Salesforce as the core business data hub, integrating Data Cloud for advanced data management, Agentforce for AI-driven automation, Gainsight for client relationship management, and two customer-facing Experience Cloud sites

Align system architecture with business goals, ensuring scalability, security and compliance

Oversee integrations between Salesforce and 25+ platforms including third-party tools (e.g. provider recruiting site, marketing automation, analytics) and custom home-grown applications

Design data flows to maintain data integrity, real-time synchronization, and minimal downtime

Lead a team that manages Gainsight CS for customer success workflows, health scoring and engagement tracking

Manage Gainsight + Salesforce integrations with Gainsight CC to support community-driven customer interactions, feedback loops, self-service resources, and seamless user authentication across platforms

Build and mentor a high-performing team of business systems analysts, administrators and developers; foster a culture of innovation, continuous improvement and best practices in CRM and CS platforms

Champion process automation through the implementation of Salesforce Flow, Apex, and Lightning components, while leveraging Data Cloud for data unification and Agentforce for intelligent agent experiences

Maintain data governance policies, including master data management, privacy, compliance (e.g. HIPAA, HITRUST, SOC 2, GDPR) and audit trails

Conduct regular system audits, performance tuning and risk assessments to ensure reliability and regulatory adherence

Partner with stakeholders to gather requirements, prioritize enhancements and manage projects from ideation to deployment; lead change management efforts for system updates, training programs, and user adoption strategies

Evaluate and negotiate with vendors for Salesforce, Gainsight, integration tools, among other applications; manage budgets, contracts, and SLAs to optimize ROI and control costs

Enforce DevOps best practices across the Salesforce ecosystem using Copado as the primary platform for CI/CD pipeline management, overseeing weekly release cycles, ensuring automated deployments, version control, quality gates, and rollback procedures to maintain system stability, speed, and compliance

Identify emerging technologies, enhancements, and automation opportunities (e.g. Agentforce agents, Data Cloud capabilities) to maintain competitive advantage while ensuring compliance and security

Qualifications

10+ years in business systems leadership, with at least 5 years focused on Salesforce administration and architecture

Proven track record of designing, implementing, and scaling complex, integrated business systems ecosystems in fast-paced environment

Technical Skills:

Expert-level proficiency in Salesforce (Certified Salesforce Architect or equivalent preferred), including Daa Cloud, Agentforce, Experience Cloud, Flow, Apex, Visualforce and Lightning Web Components

Strong experience with Gainsight CS and CC, including configuration, playbooks, journeys, and API integrations

Hands-on knowledge of integration tools (e.g. MuleSoft, Boomi, or custom APIs) and middleware for connecting Salesforce to diverse platforms

Familiarity with data management practices, ETL processes, AI/ML integration and cloud infrastructure (e.g. AWS, Azure)

Exceptional leadership and communication abilities, with a knack for translating technical concepts to non-technical audiences

Strong problem-solving skills, agility in handling competing priorities and a collaborative mindset

Extensive experience leading vendor contract negotiations, licensing optimization, and strategic vendor management

Experience in healthcare, digital health, or regulated industries strongly preferred

Previous experience working in a SCRUM or agile environment preferred

Bachelor’s Degree required; relevant certifications (e.g. Salesforce Architect, Certified ScrumMaster, ITIL, CISSP, CISM) highly preferred

Do Well. Live Well. At Amwell.

Driven by our mission and values, we foster a workplace where Delivering Awesome, being Customer First and operating as One Team aren’t just aspirations – they are how we work, every day.

Our people are our greatest asset. We strive to empower their growth and development not only as Amwellians but as individuals, through generous total rewards packages, a virtual-first work environment, work-life flexibility, including Summer Fridays and designated Mental Health Days, as well as opportunities to stretch and learn – to name a few. It’s our people who truly differentiate us. Ask anyone and they’ll tell you – you’ll never work with more passionate, more driven and more caring team members.

We champion a culture of respect and inclusion, accountability and integrity, innovation and collaboration. At Amwell, you’ll do the most meaningful work of your career—improving healthcare for millions, growing alongside incredible teammates, and being valued for who you are.

Benefits

Flexible Personal Time Off (Vacation time)
401K match
Competitive healthcare, dental and vision insurance plans
Paid Parental Leave (Maternity and Paternity leave)
Employee Stock Purchase Program
Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
Free Subscription to the Calm App
Tuition Assistance Program
Pet Insurance

Salaried, Exempt Roles

The typical base salary range for this position is $178,000 - $189,000. The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.

Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.

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