Salesforce CRM Architect & Enterprise Leader

We are seeking an experienced and strategic Salesforce CRM Architect & Enterprise Leader with 8+ years of experience to drive the evolution of our Salesforce ecosystem across Service, Marketing, and Data platforms.

This role will serve as the enterprise CRM leader, with strong depth in Service Cloud and broad architectural oversight across Marketing Cloud, Data Cloud, and MuleSoft integrations. You will shape CRM strategy, build scalable systems in a greenfield environment, and lead complex cross-functional programs across our ride-hailing robotics organization.

In this role, you will:

• Lead Enterprise CRM Strategy
  • Define and drive the overall Salesforce CRM roadmap aligned with business growth and operational scale.
  • Serve as the executive-facing CRM leader across Customer Experience, Operations, Product, Engineering, and Data teams.
  • Balance strategic vision with pragmatic execution.
• Architect & Scale Service Cloud (Core Focus)
  • Lead the architecture and evolution of Service Cloud, including Case Management, Omni-Channel, Knowledge, Digital Engagement, SLA frameworks, and automation.
  • Design scalable service operations that support high-volume, mission-critical environments.
  • Implement intelligent routing, AI-enabled workflows, and service performance analytics.
• Provide Oversight Across Marketing & Data Platforms
  • Ensure strong architectural alignment between Marketing Cloud, Data Cloud, and Service Cloud.
  • Support marketing automation, customer journeys, segmentation, and lifecycle orchestration from a CRM architecture standpoint.
  • Partner with marketing and data teams to ensure unified customer profiles and actionable insights.
• Integration & Platform Connectivity
  • Oversee integration strategy leveraging MuleSoft and APIs to connect CRM with ride-hailing platforms, billing systems, telematics, and enterprise systems.
  • Define integration patterns and data governance standards across platforms.
• Greenfield & Scalable Architecture
  • Lead greenfield implementations and build scalable operating models from the ground up.
  • Establish governance frameworks, DevOps processes, and CRM development standards.
  • Ensure data security, compliance, and resilience across the ecosystem.
• Drive Cross-Functional Programs
  • Lead multidisciplinary initiatives beyond Salesforce when required, ensuring CRM supports broader enterprise transformation goals.
  • Scale teams and establish processes that enable long-term operational excellence

Qualifications

• Extensive CRM Leadership Experience: 8+ years of strategic experience driving the evolution of a Salesforce ecosystem and serving as an executive-facing enterprise CRM leader.
• Deep Service Cloud Architecture: Core architectural expertise in Service Cloud, designing scalable service operations that include Case Management, Omni-Channel, Knowledge, Digital Engagement, and SLA frameworks.
• Broad Platform Oversight: Strong architectural alignment experience across Marketing Cloud and Data Cloud, partnering with data teams to ensure unified customer profiles and actionable insights.
• Integration & API Strategy: Proven ability to oversee integration strategy and data governance using MuleSoft and APIs to connect CRM with complex enterprise systems.
• Strategic & Cross-Functional Delivery: Ability to define and drive the overall Salesforce CRM roadmap aligned with business growth, balancing strategic vision with pragmatic execution.

Bonus Qualifications

• Domain-Specific Experience: Previous experience building scalable systems in high-volume, mission-critical environments, such as ride-hailing or robotics organizations.
• Advanced Automation & AI: Experience implementing intelligent routing, AI-enabled workflows, and advanced service performance analytics.
• Marketing Orchestration: Background in supporting marketing automation, customer journeys, segmentation, and lifecycle orchestration from a CRM architecture standpoint.
• Broader Enterprise Transformation: A track record of scaling teams, establishing long-term operational excellence, and leading multidisciplinary programs beyond just Salesforce.

$190,000 - $239,000 a year

Base Salary Range

There are three major components to compensation for this position: salary, Amazon Restricted Stock Units (RSUs), and Zoox Stock Appreciation Rights. A sign-on bonus may be offered as part of the compensation package. The listed range applies only to the base salary. Compensation will vary based on geographic location and level. Leveling, as well as positioning within a level, is determined by a range of factors, including, but not limited to, a candidate's relevant years of experience, domain knowledge, and interview performance. The salary range listed in this posting is representative of the range of levels Zoox is considering for this position.

Zoox also offers a comprehensive package of benefits, including paid time off (e.g. sick leave, vacation, bereavement), unpaid time off, Zoox Stock Appreciation Rights, Amazon RSUs, health insurance, long-term care insurance, long-term and short-term disability insurance, and life insurance.

About Zoox

Zoox is developing the first ground-up, fully autonomous vehicle fleet and the supporting ecosystem required to bring this technology to market. Sitting at the intersection of robotics, machine learning, and design, Zoox aims to provide the next generation of mobility-as-a-service in urban environments. We’re looking for top talent that shares our passion and wants to be part of a fast-moving and highly execution-oriented team.

Accommodations

If you need an accommodation to participate in the application or interview process please reach out to [email protected] or your assigned recruiter.

A Final Note:

You do not need to match every listed expectation to apply for this position. Here at Zoox, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.