POSITION DESCRIPTION
ROLE: Director, Client Technology & Data Solutions
LOCATION: Oakville (Hybrid - 2 days a week)
ROLE OVERVIEW
We are seeking an experienced Director, Client Technology & Data Solutions to lead two interconnected areas of Encore’s technology-enabled business: client technology solutions and the Information Services function.
This is a leadership role with accountability for the commercial and operational success of technology-enabled client engagements. You will serve as the primary bridge between client business requirements and Encore’s technology, data and reporting capabilities, working closely with Information Services, Development, IT/Security, Client Service and Business Development.
You will lead technology-enabled client relationships, translate business needs into practical and scalable solutions, and ensure strong service delivery from Encore’s Information Services team. You will also identify opportunities to expand client relationships, improve how services are delivered, and thoughtfully apply emerging technologies, including AI-enabled capabilities.
The successful candidate combines technology and data expertise, commercial acumen, people leadership and disciplined service delivery.
What You’ll Do
Client Technology & Commercial Leadership
- Serve as the senior technology relationship lead for clients using Encore technology solutions.
- Translate client business requirements into clearly defined technology, data, integration and reporting solutions.
- Own the commercial performance of technology-enabled client engagements, including revenue, gross margin, cost-to-serve, forecasting and expansion opportunities.
- Partner with Business Development on solution scoping, estimation, pricing, proposals and opportunities to expand Encore’s technology services.
Information Services Leadership
- Lead Encore’s Information Services function, responsible for capabilities including data transformation, integrations, reporting and field data collection design.
- Establish priorities and align team capacity with organizational requirements.
- Own the Information Services service-delivery model, including intake, prioritization, capacity planning, commitments, performance management and escalation.
- Monitor delivery quality, timeliness, workload, backlog and service risks.
- Establish meaningful service and performance measures and provide leadership with visibility to performance, capacity, risks and investment needs.
Technology Enablement & Continuous Improvement
- Maintain a strong understanding of Encore’s technology environment, applications, reporting capabilities, data flows and integrations.
- Partner with Development and other technology stakeholders to assess feasibility, prioritize work and align solution development with available capacity.
- Evaluate emerging technologies, including AI-enabled solutions, where they can materially improve client outcomes, service quality, productivity or scalability.
Governance & Cross-Functional Leadership
- Lead cross-functional alignment between Information Services, Development, IT/Security, Client Service, and other stakeholders.
- Establish appropriate data quality and governance practices across data transformation, integrations and reporting.
- Ensure solutions align with applicable privacy, security, contractual and data-handling requirements in partnership with the appropriate internal teams.
- Promote clear documentation of data flows, business rules, dependencies and operating procedures to strengthen supportability and business continuity.
What You Bring
- 10+ years of progressively senior experience with meaningful accountability across technology/data solutions, client relationships and people leadership.
- Experience in an agency, professional services, consulting or other multi-client environment is strongly preferred.
- Demonstrated experience managing technology-enabled B2B client relationships and complex solution requirements.
- Strong people-leadership capabilities, including prioritization, coaching, resource planning, accountability and capability development.
- Strong knowledge of data transformation, data integration, data quality and data governance.
- Experience establishing service-delivery practices, managing competing priorities and improving service quality in a multi-stakeholder environment.
- Working understanding of privacy, security, access and data-handling considerations relevant to client technology solutions.
- Strong commercial and financial judgment, with the ability to balance client requirements, capacity, cost, risk and business value.
- Excellent communication and executive presence, with the ability to work effectively with clients, technical teams and senior business leaders.