Director of Digital Customer Delivery


New Haven, CT, US, 06511

Category:  Information Technology

Feel Good About Doing Good

The Knights of Columbus is a tax-exempt Catholic fraternal benefit society that provides financial security to members and their families through our life insurance, long-term care insurance, disability income insurance, investment and annuity products. Charity is at the core of our missions: our profits are donated to help those in need and to support our faith - $1.73B over the past ten years.


While we have many employees who are not Catholic, we follow the Church’s teachings in our investment strategies and our employee benefits. As part of our religious mission, we support the pro-life cause by contributing to the March for Life and pregnancy resource centers, we oppose assisted suicide and euthanasia, we are evangelists for the Catholic faith, and we help Christians who are facing religious persecution in the Middle East.  We all work together to support our two million members as they volunteer to help others in their parishes and communities around the world.


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The Digital Customer Delivery Director is responsible for all application management functions and initiatives for the Knights of Columbus business, including Marketing, Sales & Distribution, Customer Service, Online Membership, and Charity services. This includes all external facing components and capabilities of Insurance, Fraternal, and Corporate segments of the business. Scope includes overall global practice development encompassing defining policies, structures, cross functional governance and integration of IT capabilities needed to deliver and support application solutions across the company.


This individual is an experienced strategic thought-leader within the digital and web area having in-depth knowledge of digital web and mobile products, technologies, platforms, patterns, frameworks, and methodologies, operations, and who is keenly aware of the pulse, trends and innovative ideas of the industry.  This leader is a key player in the transformation efforts underway around customer relationship management and growing our digital capabilities. This person facilitates improvements by applying cross functional business knowledge to change approaches and working practices, typically using recognized models, best practices, standards, and methodologies.  This role also provides advice and assistance in improving the quality of software development by focusing on process definition, management, repeatability, and measurement. 

Core Responsibilities

  • Provides organizational leadership and guidelines to promote the development and exploitation of specialist knowledge in the organization.
  • Collaborates with the Senior Director of Enterprise Solutions Delivery to set all application based financial budgets and targets, ensuring that there is adequate funding for all IT targets and plans, especially to meet development, operations, and capacity needs.  Ensures their segments within ESD meet their expense management goals.
  • Brings about significant improvements and measurable business benefits by identifying, proposing, initiating, and leading programs of improvement with their segment of ESD. Enhances existing approaches to process improvement and/or develops new approaches.
  • Establish client requirements for the implementation of significant changes in organizational mission, business functions and process, organizational roles and responsibilities, and scope or nature of solutions delivery.
  • Participates in the creation and review of an enterprise application capability strategy to support the strategic requirements of the business. Identifies the business benefits of alternative strategies.
  • Collaborates with IT senior leadership to support development of enterprise-wide architecture and processes which ensure that the strategic application of change is embedded in the management of the organization.  Ensures compliance between business strategies, enterprise transformation activities and technology directions.
  • Ensure the overarching application strategy for addressing risks arising from business operations and change is being followed.  Delegate authority to Solutions Delivery Managers for detailed planning and execution of risk management activities.
  • Participate in the definition and implementation of the organization's application initiative portfolio management framework and alignment with business strategy objectives and with emerging IT and digital opportunities.
  • Participates in the on-going monitoring and review of application and initiative portfolios for impact on business activities and realization of strategic benefits.

Skills Qualifications


  • Proven track record of leading, managing and developing high performing teams
  • Possesses a full range of application management, strategic management, business process improvement, financial management, strong leadership and influencing skills
  • Minimum of 5 years working with CRM  and digital experience platforms .
  • Experienced in leading application development, implementation and operations in the digital and web space
  • Expertise with a broad base of digital web and mobile products, technologies, platforms, patterns, frameworks, and methodologies
  • Excellent presentation and communication skills
  • Understands, explains and presents complex ideas to audiences at all levels in a persuasive and convincing manner
  • Has a broad and deep business knowledge, including the activities and practices of other organizations
  • Has a deep understanding of the industry and the implications of emerging technologies for the wider business environment
  • Experienced in application management delivery methodologies (agile, iterative, DevOps, waterfall, testing, micro-services, lean six sigma, etc.)
  • Knowledgeable in IT Service Management and experienced in ITIL Service Design, Service Operation and Service Transition
  • Ability to successfully resolve conflicts
  • Ability to drive and move a team to completion of goals
  • Prove track record of developing staff
  • Experience in a multicultural environment



  • BS or BA in Computer Science or Business Administration
  • 10-15 years of IT and business/insurance industry experience with at least 3 years of leadership experience in managing multiple, large, cross-functional teams or projects and influencing senior level management and key stakeholders or equivalent combination of training and experience
  • ITIL Foundation certificate


The wage range for this role takes into account a broad array of factors that are considered in making compensation decisions, including but not limited to: skill sets; experience and training; licensure and certifications; and other business and organizational needs.  The range below applies as long as the work is performed in Connecticut; the Knights of Columbus reserves the right to adjust the wage range if the position is performed in another location.  At the Knights of Columbus, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $126,100-220,500.

Authorization to work in the United States is required

This position is not eligible for visa sponsorship. 

Physical Demands

Must be able to remain in a stationary position for a majority of the workday.

KofC Cares

Our mission is focused on family and faith, and we support our employees in seeking a balanced life.


Employee benefits include:


Time Away: 13 paid holidays per year in addition to vacation and paid sick leave, and flexible workweek schedules.


Professional Development: Certifications, designation, and tuition reimbursement.


Retirement Benefits: 401(k) retirement savings plan with matching company contributions, and cash balance retirement plans fully funded by the company.


Health and Wellness:


  • Short-term disability and term life insurance fully paid for by the company;
  • Up to 12 weeks of childbirth leave under STD policy.
  • One week of fully paid parental leave for all new parents, including adoptive and foster parents.
  • A variety of health insurance options, including premium-level family coverage and a pre-tax Health Savings Account with employer contributions. The Order's health plans do not cover abortion, sterilization, or contraception, and the Order has helped advocate for other employers who do not want to provide coverage.
  • Long-term disability insurance;
  • Dental insurance;
  • Vision insurance;
  • Health club membership reimbursement;
  • Employee Assistance Program


Nearest Major Market: New Haven
Nearest Secondary Market: Hartford