Job Details

Location: Remote (NY preferred)
Duration: 12-Month Contract
Seniority Level: Senior Manager / Program Lead

Overview
We are seeking a senior transformation leader to drive a large-scale migration of an enterprisecase management ecosystem from Salesforce to a new strategic platform for a major financial institution. This is not a Salesforce admin role and not solely a data-migration function-this is a high-visibility program leadership role overseeing a complex, regulated, and mission-critical transition that impacts customer operations, technology, compliance, and risk functions.

The ideal candidate has extensive experience leading CRM and case-management transformations, deep knowledge of data migration best practices, and a strong understanding of regulatory requirements within financial services environments.

Key Responsibilities
• Lead the complete lifecycle of the case management migration program-from discovery and solution design through build, migration, deployment, and stabilization.
• Own the program roadmap, timelines, dependencies, risks, and resource planning.
• Serve as the primary accountable leader for delivering the new case management solution and ensuring business continuity.
• Manage communication, alignment, and expectations across multiple stakeholder groups and business units.
• Translate operational and regulatory requirements into functional and technical specifications.
• Collaborate with architects and SMEs to design case structures, routing rules, SLAs, automation, integrations, and reporting frameworks.
• Ensure the new platform complies with security, privacy, audit, and risk-management standards.
• Oversee data discovery, cleansing, mapping, transformation, and end-to-end migration execution.
• Partner with data engineering and integration teams to build pipelines for cases, comments, attachments, metadata, and audit trails.
• Validate the completeness, accuracy, and reconciliation of migrated data.
• Guide integration activities across core systems, workflow engines, knowledge management, telephony, and digital engagement channels.
• Lead go-live activities, hypercare management, and post-implementation stabilization.

Required Qualifications
• 7-12+ years of experience in Salesforce CRM, case-management systems, or enterprise platform transformation.
• Demonstrated success delivering large-scale platform migrations-ideally Salesforce to ServiceNow, Dynamics 365, or custom-built platforms.
• Strong understanding of financial-services regulatory frameworks: audit requirements, data retention rules, privacy controls, access management, complaint handling, etc.
• Deep knowledge of data migration methodologies, ETL/iPaaS tools, and API-based integration patterns.
• Experience operating in Agile or hybrid delivery environments.
• Exceptional communication, stakeholder management, and program-level leadership skills.

Preferred Qualifications
• Background in banking, insurance, wealth management, or fintech.
• Relevant certifications: Salesforce Administrator; ServiceNow CSM; PMP, PRINCE2, or Scrum Master.
• Experience supporting customer operations, call centers, complaint resolution, or regulated case workflows.
• Prior leadership of high-volume data migrations (millions of records).