Senior Manager, Digital And Customer Applications

SENIOR MANAGER, DIGITAL AND CUSTOMER APPLICATIONSInformation TechnologyVictoria or Vancouver Lower MainlandBC Ferries is embarking on a bold, multi-year transformation of our business and the way we work. This evolution is focused on strengthening the experience for both our customers and employees while ensuring we continue to deliver safe, reliable, and affordable service—now and into the future.
As our vessels and terminals become increasingly connected, and we adopt modern platforms powered by advanced analytics and artificial intelligence, we’re looking for forward-thinking leaders and talented professionals who are excited by what’s possible. People who not only embrace innovation, but who also know how to build, inspire, and empower teams to turn vision into reality.
If you thrive in complex, large-scale environments, enjoy driving enterprise-wide transformation, and are comfortable operating at the intersection of people, process and technology, this could be the opportunity you’ve been waiting for. Join us and play a meaningful role in shaping the future of coastal transportation—where the challenge is significant and the impact is lasting.
THE OPPORTUNITYEvery journey with BC Ferries begins with a customer experience. From exploring sailing schedules and booking a trip online to accessing services at our terminals and onboard our vessels, digital applications play an essential role in how people plan, navigate and experience their travel.
As Senior Manager, Digital and Customer Applications, you'll lead the teams and technology behind these experiences, ensuring our customer-facing applications are reliable, secure, and continually evolving to meet changing customer expectations. Working across IT and business teams, you'll connect technology with business priorities, champion practical innovation, and deliver digital solutions that create value for our customers and our organization.
This is an opportunity to shape the future of customer-facing technology at BC Ferries, leading talented teams and building strong partnerships to deliver seamless, connected experiences across the customer journey.
THE ROLEReporting to the Executive Director, IT Applications and Data, you contribute value through key areas of oversight such as:
Leading people and building capability
Leading and developing the CRM, eBooking and IT Digital teams, fostering collaboration, accountability and continuous improvement;
Building team capability through coaching, mentoring, performance development and effective resource planning;
Creating an environment where people can grow their expertise, embrace change and deliver meaningful results together.
Driving digital strategy and delivery
Shaping application strategies and roadmaps that align with corporate priorities, evolving customer needs and business objectives;
Overseeing thedelivery, enhancement and ongoing support of customer-facing applications, including digital booking, eCommerce, customer communications, payment processing and terminal-based solutions;
Leading agile delivery practices, including backlog prioritization, sprint planning and iterative development, to deliver high-quality solutions that meet business needs;
Evaluating emerging technologies, vendor capabilities and opportunities to improve digital services, business processes and customer experiences;
Providing technical leadership on application architecture, systems integration and complex technical issues, ensuring solutions are practical, scalable and sustainable.
Partnering across the business
Building strong partnerships with business leaders and teams across Customer Care, Vacations, Finance, Tariff and Revenue, and Operations to understand priorities and translate business needs into effective technology solutions;
Collaborating with IT leaders, Project Management and business stakeholders to deliver cross-functional initiatives and organizational improvements;
Communicating technical concepts, options and recommendations clearly to business stakeholders and executive leadership to support informed decision‑making;
Working with external vendors to manage application roadmaps, support arrangements and ongoing enhancements, ensuring technology investments deliver business value.
Ensuring quality, security and performance
Overseeing application quality throughout the development lifecycle, including testing, version control, documentation, release management and security compliance;
Ensuring customer‑facing applications remain current, secure and aligned with business requirements;
Managing the assigned departmental budget, monitoring expenditures and addressing variances to support effective financial management;
Identifying application risks, resolving complex issues and driving continuous improvements in reliability, integration and service delivery.
WHAT YOU BRING TO THE TEAM
A degree in Computer Science, Business or an IT-related discipline, or an equivalent combination of education and experience;
Extensive experience delivering and supporting enterprise applications, particularly in digital, web-based and transaction‑processing environments, including CRM, eCommerce, customer communications and payment processing;
Experience leading and developing teams, managing resources and delivering complex technology initiatives in collaboration with business and technical stakeholders;
Experience delivering high‑profile projects using agile methodologies, including sprint planning, backlog management, iterative development and translating business requirements into actionable product backlogs;
Experience overseeing the design, development, implementation and ongoing operation of technical solutions, including integrations across cloud and on‑premises environments;
Strong projectmanagement, problem‑solving and decision‑making skills, with the ability to balance competing priorities and drive complex issues through to resolution;
The ability tocommunicate technical concepts clearly, influence stakeholders at all levels and build collaborative relationships across business and technology teams;
A commitment to continuous improvement, innovation, accountability and developing people.
WHAT WE OFFERThis is a regular full‑time position with a target salary range of $125,400–$156,800 per annum. The starting salary is determined based on the successful candidate’s knowledge, experience and internal equity.
Taking care of our employees is a top priority for us, and to do that, we offer benefits that help you stay healthy in all ways. Some of our great benefits include:
Career development and learning opportunities;
Competitive compensation and comprehensive benefits;
Defined benefit Public Service Pension Plan.
Minimum four weeks’ vacation;
Wellness programs and employee discounts.
We support employment equity and diversity in the workplace and encourage applications from all qualified individuals, including women, visible minorities, Indigenous Peoples, persons with disabilities, persons of diverse sexual orientation, gender identity or expression (LGBTQ2S+) and others who reflect our ever‑changing workplace.
We appreciate the interest of all applicants;
however, only those selected for an interview will be contacted.
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