Technology Director (Customer Experience Solutions)

ABOUT APPLY

APPLY is the Agentic Customer Experience (ACx) partner for the world's most ambitious consumer and entertainment brands. We bring together deep domain expertise across Retail, CPG, Sports, and Media with AI-native delivery capability, designing and delivering agentic solutions that turn CX vision into commercial reality. We are the partner of choice for brands like Arc'teryx, NFL, Lululemon, and Kraft Heinz. For more information, visit applydigital.com.

LOCATION:

APPLY is hybrid/remote friendly. The preferred candidates should be based in the Great Toronto area of Canada, working in hours that align to ET.

THE ROLE:

Apply is actively seeking a Technology Director (Customer Experience Solutions) to join our diverse Technology team. The ideal candidate will empathize with the technical challenges our clients face and collaborate with them and our internal teams to create innovative experiences and identify technological solutions that meet their needs.

In this role, you will provide strategic guidance as the primary client-facing member of the Technology and Account Leadership Team on an account or project. This will involve offering valuable insights, formulating robust points of view, and making informed recommendations about technology stacks and future strategies, all aimed at driving transformative change within client organizations. You'll also identify and oversee organic business growth across dedicated accounts. Your leadership will enable diverse teams to successfully implement Apply’s delivery methodologies, firmly rooted in Lean and Agile principles and frameworks.

The Technology Director is a versatile technologist with a broad understanding of artificial intelligence, front-end, back-end, mobile, platform engineering, and testing techniques. This knowledge assists in defining and approving effective solutions and facilitating communication and collaboration amongst the team. The Technology Director fosters a calm, positive, supportive, and solution-oriented atmosphere within the team.

RESPONSIBILITIES

• Oversee and guide the work of software engineers and technical team members, ensuring high-quality outcomes in digital consumer-facing solutions.
• Leverage AI as a core set of tools, processes, and skills to drive value.
• Define and manage the high-level technical architecture and technology stack with a specific eye for delivering high-performing, scalable, secure, and SEO/GEO optimized digital solutions.

AI-Led Customer Experience Solutions:

• Leverage partnerships with Google Cloud Platform and other AI providers to deliver AI-enabled solutions such as content scaling, product finders, personalization solutions, customer experiences, AI-enabled commerce, and agentic experiences.

AI-Enabled Delivery:

• Leverage AI tools, processes, and teams to deliver solutions quicker and more efficiently while still promoting enterprise quality and security.

Thought Leadership:

• Position our consultancy as a leader in delivering leading-edge AI-enabled digital solutions. This includes thought leadership and client education on web platform and mobile app trends, customer experience enhancements, and performance optimizations.

Composable Platforms:

• Champion composable architectures and platforms that combine to create enterprise digital experience platforms.
• Leverage data and analytics to provide ongoing evaluation and optimization of customer experience solutions.

Mentorship & Team Collaboration:

• Develop expertise within the team in delivering cutting-edge digital, e-commerce, and other customer-facing solutions.
• Collaborate with cross-functional teams to align technology initiatives with business goals. Manage multiple delivery squads, ensuring that deadlines are met and dependencies are properly managed.

Client & Business Management:

• Provide expert advice and nurture relationships with stakeholders within client organizations.
• Identify and nurture growth within projects, delivering business value for both the client and our organization.

Risk Management & Process Improvement:

• Identify, prevent, and mitigate risks that might impact the success of the engagement.
• Escalate issues and risks to executive leadership when needed.
• Continually seek out and suggest improvements to building software, particularly through the use of AI, to accelerate delivery and innovation.

REQUIREMENTS

• Proven track record in a similar technology leadership role in building and scaling web and mobile app experiences, leveraging modern frameworks and technologies.
• Experience in overseeing the delivery of digital solutions that span a wide range of capabilities (customer accounts, products, transactions, personalization, AB testing, real-time webhooks and data streams, etc.), with high importance for customer experience (CX) and performance optimization.
• Experience leveraging AI tools, processes, and teams to accelerate the software development process.
• Deep understanding of software engineering, system architecture, and project management
• Demonstrated experience in providing expert guidance to clients, managing complex and diverse technology projects, and fostering strong client relationships.
• Proven ability to mentor team members and foster a high-performance culture in large multidisciplinary teams
• Ability to contribute to strategic planning and decision-making at the executive level, with build vs buy recommendations aligning with business goals.
• Experience in identifying and managing a wide array of risks, including technical, staffing, scoping, and client relationship risks, within an e-commerce context.
• Excellent client-facing skills and experience in vendor selection and management.
• Outstanding communication and interpersonal abilities, with the capacity to foster trust and empowerment with stakeholders and team members.
• Calm, positive, supportive, and solution-oriented mindset, able to promote a collaborative atmosphere within the team.

LIFE AT APPLY

People are at the core of everything we do at APPLY. We provide you with modern tools, systems and approaches, value your time, safety, and health, and strive to build a work community where you can thrive and grow. Here are a few benefits we offer to support you:

Agentic Delivery:

Our people work in a modern way to deliver client outcomes. Broaden your skills on a range of engagements with international brands that have a global impact.

An inclusive and safe environment:

We’re truly committed to building a culture where you are celebrated and everyone feels welcome and safe.

AI & Strategic Upskilling:

Accelerate your professional growth with generous training budgets and mentorship, with a specific focus on Agentic AI expertise and the critical human skills required for the future of work.

Generous vacation policy:

Work-life balance is key to our team’s success, so we offer flexible personal time off (PTO); allowing ample time away from work to promote overall well-being.

Customizable benefits:

Tailor your extended health and dental plan to your needs, priorities, and preferences.

Flexible work arrangements:

We work in a variety of ways, from remote, to in-office, to a blend of both.

APPLY is a safe, respectful, and inclusive community where differences are celebrated. We are committed to equal opportunity and fostering a workplace where everyone belongs. Learn more in our Diversity, Equity, and Inclusion (DEI) section. For recruitment accommodations, please email View email address on apply.j-vers.com.