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Aqua Finance, Inc. · 6 hours ago

Director, Digital Portals & Self-Service

Corporate_Cove

Full-time

Onsite

Mid, Senior Level

7+ years exp

Aqua Finance, Inc. is seeking a Director of Digital Portals & Self-Service to lead the modernization of dealer and consumer portals. This role involves owning the strategy and execution for portal enhancements, focusing on delivering a unified digital experience while improving customer satisfaction through innovative solutions.

Financial Services

Responsibilities

Define and own the vision for dealer and consumer portal modernization

Align portal strategy with enterprise digital transformation goals

Lead end-to-end delivery of portal modernization initiatives, including UI consolidation and feature enhancements

Manage vendor relationships and third-party integrations

Act as the primary liaison between Digital, Operations, IT, Compliance, and Customer Service to ensure seamless execution

Drive alignment on workflows, SLAs, and support models for new portal capabilities

Introduce advanced capabilities such as AI-driven chatbots, smart routing, and proactive SMS notifications

Oversee API-driven integrations with core systems (Shaw Spectrum, UWP, Snowflake) and external services (LexisNexis, Truepic)

Establish KPIs for adoption, deflection, and satisfaction, report outcomes to senior leadership

Partner with partners to develop dashboards to monitor portal performance and identify continuous improvement opportunities

Qualification

Digital product managementPortal modernizationAPI integrationsChatbot/IVA solutionsStakeholder managementPMP certificationFinancial services experienceEnterprise platforms familiarity