Job Description

At CoreCivic, our employees are driven by a deep sense of service, high standards of professionalism and a responsibility to better the public good. CoreCivic is currently seeking a Director, Enterprise Applications, Customer Relationship Management ("CRM"). Come join a team that is dedicated to making an impact for the people and communities we serve.

*This position requires 4 days onsite in Brentwood, TN.

SUMMARY:

The Director, Enterprise Applications Customer Relationship Management serves as the enterprise product, technology, and transformation leader for CoreCivic’s Customer Relationship Management software and associated Power Platform capabilities. Owns the CRM vision, strategy, multiyear roadmap, operating model, architecture, governance, investment plan, delivery portfolio, vendor ecosystem, platform performance, and realization of business value. Partners with executive and functional leaders to modernize business processes, improve relationship and opportunity management, strengthen enterprise data, and increase organizational adoption of standardized CRM capabilities. Leads cross-functional teams, employees, contractors, implementation partners, and technology vendors through the complete solution lifecycle, from business case and process design through implementation, adoption, operations, and continuous improvement.

ESSENTIAL FUNCTIONS

The incumbent should be able to perform all of the following functions at a pace and level of performance consistent with the job performance requirements.

1. Serves as the primary owner for day-to-day administration, configuration, and support of Microsoft Dynamics 365 CRM and related Power Platform capabilities.
2. Ensures the CRM platform and supporting processes comply with applicable CoreCivic security, privacy, records-management, audit, access-control, data-retention, and change-management requirements.
3. Establishes and reports CRM goals, key performance indicators, service-level objectives, adoption measures, data-quality measures, delivery performance, platform health, technology risk, and realized business benefits.
4. Partners with executive leadership, business development, partnership relations, operations, and IT stakeholders to identify opportunities for process improvement and automation.
5. Supervises staff in the performance of their duties and evaluates as prescribed by company policy.This includes training and onboarding new employees, evaluating performance and preparing written performance reviews, listening to concerns and effectively resolving disputes or issues, taking corrective or disciplinary action, developing work schedules and approving leave requests.
6. Establishes and leads a matrixed CRM operating model across business, IT, data, security, vendors, and implementation partners, with clearly defined decision rights, ownership, service expectations, and escalation paths.
7. Designs, configures, and maintains CRM entities, forms, dashboards, workflows, business rules, and security roles.
8. Provides executive and architectural oversight for the design and configuration of Dynamics 365 and Power Platform solutions, ensuring that entities, forms, workflows, automation, security roles, reporting, and extensions follow approved enterprise architecture, security, usability, and supportability standards.
9. Ensures integration and interoperability with Microsoft technologies including Outlook, Teams, SharePoint, Power BI, Azure, and other enterprise applications.
10. Manages CRM data quality initiatives, including data governance, cleansing, standardization, and migration activities.
11. Leads commercial and delivery governance for Microsoft, systems integrators, managed-service providers, and other technology partners, including statements of work, deliverables, service levels, acceptance criteria, risks, issue escalation, and vendor performance.
12. Monitors application performance, user adoption, and overall platform health.
13. Leads change management, communication, and training initiatives to increase user engagement and adoption.
14. Coordinates system upgrades, release management, testing, and deployment activities.
15. Manages CRM licensing, environment strategy, and capacity planning.
16. Domestic U. S. travel may be required.

QUALIFICATIONS

• Graduate from an accredited college or university with a Bachelor's degree in Information Systems, Computer Science, Business Administration, or a related field required.
• 7+ years of progressive experience, including five years leading CRM or enterprise application team/programs.
• 5+ years of substantive Microsoft Dynamics 365 and Microsoft Power Platform experience, including responsibility for enterprise architecture, implementation, governance, integration, security, release management, and operational support.
• Experience managing internal teams, implementation partners, software vendors, budgets, contracts, and multiyear technology roadmaps.
• Demonstrated success leading at least one enterprise-scale CRM implementation or major transformation from strategy and business case through deployment, adoption, stabilization, and benefits realization.
• Experience with Power Platform, including Power BI, Power Apps, and Power Automate; Azure integration services; supporting business development, sales, customer management, or relationship management functions and knowledge of SQL, Dataverse, API integrations, and reporting technologies is preferred.
• Microsoft Dynamics 365 certification is preferred.

CoreCivic is a Drug Free Workplace & EOE – Vets/Disabled.