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 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 solid 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

📌 Senior Manager, Digital and Customer Applications (Richmond)
🏢 BC Ferries
📍 Richmond