Director, Customer Engagement Platforms

Questrade Financial Group•Toronto, ON

2d•Hybrid

About The Position

Questrade Financial Group (QFG) is a financial services company that offers a range of services including investment, wealth management, mortgages, and real estate. They utilize cutting-edge technology to enhance financial success for Canadians. QFG aims to redefine financial services by combining human-centric collaboration with AI-driven innovation, seeking a candidate who can leverage AI to transform customer experiences and empower teams. The company offers a diverse, inclusive, and hybrid workplace that encourages creativity and curiosity. The Director, Customer Engagement Platforms is a critical technology leadership position overseeing the entire lifecycle, stability, and modernization of Questrade's core engagement platforms. This role is responsible for transitioning legacy systems to a modern, modular, and composable architecture. Key platforms managed include CRM, marketing automation, loyalty, and Customer Identity & Access Management (CIAM). The Director will lead a multi-disciplinary team, scale Agile delivery models, and optimize vendor relationships and platform costs to support business growth and deliver exceptional customer experiences.

Requirements

A Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field; or equivalent practical experience.
8+ years of progressive experience in technology leadership, with a proven track record of managing enterprise-scale software platforms or engineering teams.
Demonstrated experience leading multi-year legacy migration or digital transformation projects (e.g., transitioning to composable, modular, or cloud-native architectures).
Hands-on knowledge of managing high-volume customer engagement technologies (e.g., Enterprise CRM, Marketing Automation, Integration layers, or CIAM/Identity platforms).
Proven experience leading multi-disciplinary engineering and operational teams within Agile or product-led operating models.
Strong people leadership experience, specifically with hiring, coaching, and developing high-performing technical teams.

Nice To Haves

A Master’s degree in Business Administration (MBA), Computer Science, or a related advanced technical field.
Experience managing platform costs, vendor negotiations, and SaaS/Cloud consumption licensing (e.g., Salesforce, Adobe, AWS).
Experience in highly regulated industries such as Fintech, Banking, or Financial Services.
Relevant certifications in Agile methodologies (e.g., Scrum, SAFe) or cloud infrastructure.

Responsibilities

Define and execute a multi-year technology roadmap for transitioning legacy systems to a modern, modular, and composable platform architecture, aligning technology investments with business growth objectives.
Oversee the end-to-end technology lifecycle, ensuring the stability, performance, and high availability of critical customer engagement platforms (including CRM, marketing automation, loyalty, and CIAM).
Champion and scale modern agile delivery frameworks across multi-disciplinary engineering and platform teams, ensuring rapid, iterative value delivery and high-quality software engineering practices.
Manage strategic relationships with major technology vendors, negotiating licenses, monitoring cloud consumption costs, and optimizing platform ROI to ensure fiscal responsibility.
Partner closely with business stakeholders across marketing, product, and operations to align platform capabilities with organizational strategies and customer-experience goals.
Lead, coach, and build a high-performing engineering and operational team, fostering a culture of continuous learning, accountability, and psychological safety.
Ensure all platform designs and integrations adhere to enterprise security standards, data privacy regulations, and robust system architecture principles.
Establish and monitor key performance indicators (KPIs) related to platform stability, operational efficiency, and deployment velocity to drive continuous system and process improvements.