Team Lead, Digital Channels

What You Will Do

• Own responsibility for planning, delivering, and continuously improving customer‑facing experiences

• Lead, mentor, and develop a team of 3‑5 product owners/business analysts; set goals, remove impediments, and grow digital/channel expertise

• Encourage a culture of cooperation across regions, ensuring agreement on priorities and adherence to regional regulations (e.g., privacy, accessibility)

• Manage distributed teams in multiple time zones; implement communication rhythms and paths for addressing blocking issues for delivery

• Own and prioritize a multi‑channel roadmap using customer impact, compliance risk, and value sizing; maintain transparent status and important metrics

• Plan and manage simultaneous projects (Agile and hybrid), from discovery through release and post‑production validation across Canadian and U.S. markets

• Provide guidance on call flows and containment goals for IVR; ensure alignment with both Canadian and U.S. telephony regulations

• Define proactive intents and dialog policies for chatbots; optimize bot containment and handoff to live agents; embed sentiment analysis across regions

• Deliver groundbreaking, customer‑focused online/mobile experiences; identify task‑based journeys (meter reads, payments, appointments, service requests) with accessibility and innovative CX

• Support CX metrics (CSAT/NPS, First Contact Resolution, Containment, Deflection, Conversion); instrument dashboards and operational reporting

• Drive A/B tests and experiment pipelines; insights into backlog priorities

• Incorporate adherence and audit readiness for Canadian and U.S. privacy regulations; keep records, approvals, and traceability for releases and vendor deliverables

• Coordinate change management and training for front‑line teams in both regions

• Manage relationships with platform vendors and offshore partners; negotiate scope, SLAs, and success criteria for multi‑jurisdictional deployments

• Facilitate cross‑border forums with Operations, IT Architecture/Security, Regulatory Affairs, and Finance; align on readiness, risk, and resourcing

• Associate’s degree required; minimum seven or more years of directly related experience or equivalent combination of formal education, certification, and experience

• Proven leader with a track record of successfully implementing digital channel strategies

• Strong communicator and collaborator, capable of encouraging a team‑oriented environment

• Expertise in managing multi‑time zone teams and complex project deliveries

• Adept at bringing to bear customer insights and analytics to drive decision‑making

• Detailed understanding of compliance requirements and guidelines in digital channel management

• Ability to balance strategic vision with tactical execution

• Primarily office‑based with occasional travel to other company locations or vendor sites

Grasping, kneeling, light‑moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, typing, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement and ability to work in tight spaces

Understand, remember and apply oral and/or written instructions or other information; understand complex problems and collaborate/explore alternative solutions; organize thoughts and ideas into understandable terminology; organize and prioritize work schedule on a short‑term basis; make decisions which have moderate impact on the immediate work unit and monitor impact outside this area; understand and follow basic instructions and guidelines; complete routine forms, compose letters, outlines, memoranda and basic reports and communicate with individuals via telephone

56,000 – 80,000 USD

• A flexible benefits program that allows each employee to select the level of coverage needed for their family in the areas of health, dental, insurance and disability

• Paid maternity and parental leave benefit that offers up to 20 weeks of paid leave for birth‑giving parents and up to 12 weeks for other eligible parents, providing flexibility and support during this important life event

• Valu…