Contract
Delivery Lead – Customer Platforms
Posted on 19 September 25 by Mukulika Mandal
- Markham, ON
- CAD$ - CAD$
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Job Description
Job Title: Delivery Lead – Customer PlatformsContract Duration: 6 months intending to flip to a FT permanent position
Hybrid: 4x per week on-site in Markham
Our client is seeking an accomplished and visionary Delivery Lead to provide strategic oversight and technical direction for their key business initiatives. This role is a unique opportunity to shape the future of their technology landscape, focusing on both internal operations and customer-facing experiences. You will lead the technical strategy for large-scale programs, including the modernization of their call center, the development of advanced AI agent capabilities, and the enhancement of our digital marketing and co-brand strategies.
Responsibilities:
1. Technical Strategy & Development (50%)
• Provide technical leadership and strategic direction for a portfolio of large programs, including a full-scale call center modernization.
• Work closely with development teams to define and prioritize key technical features, ensuring alignment with business goals.
• Oversee the technical marketing strategy for customer offers, products, and our digital platforms, including the website and various co-brand initiatives.
• Ensure the successful technical integration of new AI agent capabilities to improve both agent efficiency and customer experience.
2. Vendor & Stakeholder Management (25%)
• Manage relationships with key technology vendors, negotiating contracts and ensuring service level agreements (SLAs) are met.
• Act as a primary technical liaison between engineering and business stakeholders, translating complex technical concepts into clear, business-focused outcomes.
• Champion technical solutions and innovation to senior leadership and cross-functional teams.
3. People Leadership (25%)
• Lead, mentor, and grow a team of talented engineers and technical leads.
• Foster a culture of technical excellence, collaboration, and continuous improvement.
• Conduct performance reviews, set career development plans, and support the professional growth of your team members.
Qualifications:
• Proven experience in a similar engineering leadership role, with a track record of successfully leading large, complex technical programs.
• Direct experience supporting digital marketing or loyalty initiatives, with a deep understanding of the technical aspects of customer offers, websites, and co-brand strategies.
• Strong technical background with the ability to define key technical features and architectural requirements.
• Exceptional communication and interpersonal skills, with the ability to build consensus and influence stakeholders at all levels.
• Demonstrated experience in vendor management, including contract negotiation and performance oversight.
• A servant-leader mentality with a passion for developing and empowering engineering teams.