Senior Manager, Digital and Customer Applications

Bc Ferry Services Corporation; Victoria, Vancouver; On-site; CAD 125,000 - 157,000; Full time

Benefits offered by this job

Career development

Competitive compensation

Defined benefit pension

Minimum four weeks vacation

Wellness programs

Job summary

BC Ferries is modernizing digital experiences across customer journeys, with a focus on reliable, secure and evolving applications. As Senior Manager, Digital and Customer Applications, you will lead the CRM, eBooking and IT Digital teams, aligning technology with business priorities and championing innovation to drive value for customers and operations.

You will partner across IT and business units, guide cross-functional initiatives, and deliver scalable solutions that improve the overall

Qualifications

• Degree in Computer Science, Business or IT-related discipline or equivalent.
• Extensive experience delivering enterprise applications (CRM, eCommerce, communications, payments).
• Experience leading teams and managing resources with agile delivery.
• Proven ability to translate business needs into actionable product backlogs.
• Experience with cloud and on-premise integrations and complex tech issues.

Responsibilities

• Lead the CRM, eBooking and IT Digital teams, driving collaboration and results.
• Shape application strategies and roadmaps aligned with priorities.
• Oversee delivery, enhancement and support of customer-facing applications.
• Lead agile practices: backlog, sprint planning and iterative development.
• Partner with business and vendors to deliver value and improvements.
• Provide technical leadership on architecture, integration and reliability.

Skills

CRM

eBooking

Digital platforms

Leadership

Agile methods

Stakeholder comms

Education

Degree in Computer Science / IT

Tools

CRM systems

Cloud/integration

eCommerce

Job description

SENIOR MANAGER, DIGITAL AND CUSTOMER APPLICATIONS

Information Technology

Victoria or Vancouver Lower Mainland

BC 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 OPPORTUNITY

Every 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 ROLE

Reporting 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 the delivery, 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 project management, problem‑solving and decision‑making skills, with the ability to balance competing priorities and drive complex issues through to resolution;
• The ability to communicate 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 OFFER

This 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.