Chief Information Officer-Hybrid Role based in Auburndale, MA

The Chief Information Officer is accountable for the strategy security stability architecture and performance of ACCCs technology environment. This leader translates business priorities into a disciplined technology roadmap protects client and organizational data strengthens the reliability and recoverability of critical systems and builds an operating model that delivers measurable business value. The CIO leads Information Technology and serves as the senior technology advisor to the Chief Operating Officer Chief Executive Officer Executive Leadership Team and Board as requested.

The role requires a hands-on and strategic leader who can stabilize current operations while modernizing legacy platforms improving delivery discipline strengthening vendor accountability and developing a capable technology team. The CIO will establish clear priorities transparent governance reliable service levels and sound controls across infrastructure applications data cybersecurity support development and third-party technology services.

This job description does not limit managements ability to assign or adjust duties and responsibilities at any time.

Technology Strategy and Business Alignment

• Develop and maintain a multiyear enterprise technology strategy and roadmap aligned with ACCCs mission operating plan growth goals client experience priorities compliance obligations and financial capacity.
• Convert organizational priorities into a sequenced portfolio of technology investments with clear outcomes ownership dependencies costs risks and target dates.
• Serve as a trusted executive advisor on technology opportunities constraints risk capacity and tradeoffs using plain language and decision ready recommendations.
• Partners with Product and Digital Counseling Client Support Disbursements Marketing Compliance Finance Human Resources and other business leaders to improve client and employee experiences.
• Establish an operating model that protects capacity for stability and security critical business delivery and incident response while making competing priorities visible.

Operational Stability and Service Management

• Own the availability performance capacity and support of business-critical systems infrastructure networks databases telecommunications endpoints cloud services and integrations.
• Implement proactive monitoring alerting observability and service health reporting across the full client journey including lead intake counseling credit report access enrollment payments disbursements portals and partner integrations.
• Establish service management disciplines for intake triage prioritization escalation problem management change management release management root cause analysis and post incident follow through.
• Create and maintain current runbooks system maps application inventories ownership records vendor contacts escalation paths and recovery procedures to reduce knowledge concentration and operational dependency.
• Define service levels and operational metrics for system availability incident response resolution time change success support quality backlog health and recurring problem reduction.

Cybersecurity Risk and Compliance

• Lead the enterprise cybersecurity program and maintain a practical risk-based security roadmap appropriate for a national nonprofit financial services organization handling sensitive consumer information.
• Partner with Compliance Risk Legal Finance and external specialists to maintain policies controls testing evidence remediation plans and executive reporting for applicable legal contractual privacy payment and security requirements.
• Oversee identity and access management privileged access vulnerability management endpoint protection security monitoring penetration testing secure configuration data protection encryption logging and security awareness.
• Direct preparation for and response to cybersecurity events technology incidents vendor failures and data risks including timely communication containment recovery documentation and lessons learned.
• Establish governance for artificial intelligence data use third party technology and emerging technologies so innovation occurs within clear security privacy compliance and human oversight boundaries.

Business Continuity and Resilience

• Own technology disaster recovery backup integrity restoration testing recovery objectives redundancy and continuity planning in partnership with business leaders.
• Identify single points of failure across people process technology data and vendors and implement prioritized mitigation plans.
• Test recovery procedures and critical vendor contingencies regularly and report readiness gaps decisions and corrective actions to executive leadership.
• Ensure critical systems and processes have appropriate monitoring support coverage documentation failover options and escalation paths.

Architecture Applications Data and Integration

• Set enterprise architecture standards and guide decisions regarding legacy modernization cloud services application platforms databases integrations application programming interfaces and technical debt.
• Maintain a current view of the technology estate including business criticality lifecycle status ownership dependencies security posture cost supportability and modernization plans.
• Strengthen software development and release practices through documented requirements design review source control testing segregation of duties deployment controls rollback planning and production validation.
• Establish data governance practices that improve data quality ownership classification retention access lineage reporting reliability and responsible use.
• Ensure technical solutions are scalable maintainable secure supportable and aligned with business architecture and client needs.

Technology Delivery and Product Partnership

• Partner with Product and Digital leadership to translate approved business outcomes into clear technical solutions delivery plans resource needs release schedules and support models.
• Create transparent intake and prioritization practices that connect business value client impact compliance need operational risk effort capacity and sequencing.
• Provide reliable delivery forecasts and surface scope resource dependency and risk issues early enough for leaders to make informed decisions.
• Improve the speed and quality of delivery without weakening security testing documentation change control or operational readiness.
• Use measurable adoption reliability efficiency client experience and business outcome data to evaluate whether technology investments are producing intended value.

Vendor Financial and Asset Management

• Own technology vendor performance due diligence security review service levels renewals contracts licensing support arrangements concentration risk and exit or contingency planning in partnership with Finance Compliance and Legal.
• Develop and manage the technology operating and capital budgets forecasts investment cases and cost optimization plans with clear accountability for results.
• Maintain disciplined software hardware license access and asset lifecycle management practices.
• Evaluate build buy partner and retire decisions using total cost risk capacity time to value integration supportability and strategic fit.

People Leadership and Organizational Capability

• Lead organize coach and develop the Information Technology team with clear roles decision rights performance expectations career paths and succession plans.
• Build a culture of service ownership transparency urgency documentation respectful challenge continuous improvement and shared accountability.
• Assess organizational capacity and capabilities and recommend the appropriate combination of employees managed services consultants and strategic partners.
• Reduce key person dependency through cross training documentation standard operating procedures access controls and deliberate knowledge transfer.
• Communicate consistently with employees and leaders during incidents changes releases and major initiatives matching the level of detail to the audience and business impact.

Executive Governance and Reporting

• Provide concise and accurate reporting on operational health cybersecurity risk incidents delivery performance capacity vendors budget compliance commitments and strategic roadmap progress.
• Establish governance forums and decision records that clarify ownership priorities approvals risk acceptance and accountability.
• Present technology matters to the Executive Leadership Team and Board or when requested.
• Participate as an active enterprise leader balancing technology priorities with the broader needs resources and mission of ACCC.

• Bachelors degree in information technology computer science engineering business or a related field or an equivalent combination of education and relevant executive experience.
• At least twelve years of progressively responsible technology experience including at least ten years leading managers and multidisciplinary technology teams.
• Demonstrated success leading technology strategy cybersecurity infrastructure applications software delivery data service management disaster recovery and vendor management.
• Experience modernizing legacy environments while maintaining reliable day-to-day operations and delivering business priorities.
• Strong working knowledge of cloud and hosted services networks databases systems integration development lifecycle controls monitoring identity and access management and cybersecurity practices.
• Experience managing technology budgets contracts licensing managed service providers consultants and critical third-party relationships.
• Proven ability to communicate technical risk options costs and recommendations clearly to executive leaders business partners auditors and governing bodies.
• Demonstrated judgment integrity accountability discretion and calm leadership during incidents and high consequence decisions.

Preferred:

• Masters degree in business administration information systems cybersecurity or a related field.
• Executive technology leadership experience in consumer financial services credit counseling payments nonprofit services contact centers or another regulated environment.
• Experience with technology governance and service management frameworks and with recognized cybersecurity frameworks such as NIST or equivalent.
• Relevant professional certifications in cybersecurity governance architecture service management cloud technology program management or business continuity.
• Experience supporting high volume client operations digital self-service contact center platforms payment workflows customer relationship systems portals analytics and third-party integrations.

Essential Functions

• This position requires on-site presence at the Newton MA headquarters four days per week with the option to work remotely one day per week.

Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time. Nothing in this job description is intended to create a contractual obligation or to modify an employees employment at will status.

The requirements listed above are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions.

ACCC is an equal opportunity employer and is committed to creating an inclusive and diverse workplace. We do not discriminate based on race color religion sex sexual orientation gender identity national origin disability age genetic information veteran status or any other protected characteristic as defined by applicable law. We believe in fostering a workplace where everyone feels valued respected and empowered to succeed.

If you need assistance or accommodation during the application process due to a disability please contact .

• Comprehensive health insurance including medical dental and vision coverage
• Medical and dependent Flexible Spending Account (FSA)
• Short-Term and Long-Term Disability; Life Insurance
• 401(k) retirement plan with company matching
• Paid time off and paid holidays
• Remote work flexibility
• Professional development and training opportunities
• Supportive team environment and mission-driven culture

Required Experience:

Chief