Director of Digital Platforms - Operations

Company: CGIC
Department: Digital and Advisor Technology
Employment Type: Regular Full-Time
Work Model: Hybrid (2 days in office)
Language: This role operates in English.
Additional Information: This/these role(s) is/are currently vacant

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy.  That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose.  The best part is that you will work with people that care passionately about you, our clients and our communities.

We are driving a transformation in the insurance industry, one that leverages our cooperative values and builds a digital enterprise that stands out in an increasingly crowded digital world.  Our Digital & Advisor Technology team uses the same state-of-the-art technology, development practices and processes as leaders in the market and helps you grow your career by supporting you with a culture that makes it easier to get things done.  The best part is that you will work with people that care passionately about you, our clients, our company and our higher social purpose.

As Director of Digital Platforms - Operations, you will operate at the centre of our digital ecosystem, that includes cooperators.ca, Online Services (OLS), Mobile App, and National Quote & Buy (NQB). You are accountable for the stability, performance, and continuous improvement and evolution of our digital ecosystem, leading and coordinating critical incident response including providing clear and timely communication to senior leadership during high-impact events.

You will lead a cross-functional team and coordinate across Technology, Security, Delivery teams, and vendor partners to drive end-to-end operational excellence, ensuring platforms are secure, resilient, and performing against defined service levels. This includes ownership of production support, incident response, problem management, and ongoing platform sustainment and enhancement.

You bring strong leadership, operational discipline, and technical depth to balance reliability with strategic delivery, enabling exceptional client experiences across all digital channels.

• Accountable for the operational health, availability, and performance of key digital platforms including cooperators.ca, Online Services (OLS), Mobile App, and National Quote & Buy (NQB).
• Lead KTLO activities including software patching, vulnerability management, and currency compliance across a diverse application portfolio.
• Work with business partners and other key stakeholders to drive an AMTB backlog delivery of enhancements, ensuring continuous improvement and timely delivery of enhancements aligned to business priorities.
• Accountable for L3 application production support, ensuring rapid triage, resolution, and root cause analysis of incidents impacting customer experiences.
• Continually improve the incident and problem management practices, driving proactive identification of systemic issues and long-term resolution strategies.
• Responsible for a cross functional SRE team that monitors SLAs, SLOs, and operational KPIs, continuously improving platform reliability, performance, and client satisfaction.
• Partner with architecture, security, and engineering teams to modernize platforms while maintaining operational stability.
• Manage vendor relationships and support models to ensure effective delivery and cost optimization.
• Build and foster a high-performing, accountable operations culture with a strong focus on ownership, continuous improvement, and service excellence.

• You have deep experience managing large-scale digital platforms in a production environment, ideally supporting external customer-facing applications or a Content Management System.
• You bring hands-on experience with ITIL practices including incident, problem, and change management.
• You have 7-10 years of leadership experience in Information Technology and Digital.
• You have a post-secondary diploma in Information Technology or Computer Science.
• You have a strong understanding of modern monitoring, observability, and reliability engineering practices.
  

• You demonstrate strong command presence in high-pressure situations, leading critical incident response with clarity, decisiveness, and structured executive communication
• You build trusting relationships and provide feedback to enable the successful development of your team and colleagues.
• You foster a culture of innovation and continuous improvement, actively championing AI-enabled capabilities to modernize operations, improve decision-making, and enhance the digital client experiences.
• You demonstrate strong operational leadership, with a focus on proactive platform reliability, service management, and client experience.
• You foster accountability and ownership within your team, ensuring clear roles and expectations for production support and delivery.

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

Expected salary/hourly range $114,021 - $164,000+

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.​

​Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.

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