Resuscitation Program Manager, 18 Month Contract

Role Overview

• Build a strong understanding of customers, instructors and training providers to inform engagement strategies and program support.
• Develop and manage relationships with key stakeholders, including high-performing instructors, training centres and institutional partners.
• Lead engagement with priority and high-value stakeholders, and guide broader regional engagement activities.
• Identify network risks and opportunities, and implement plans to strengthen engagement, performance and retention.
• Document stakeholder interactions, insights and outcomes accurately and on time in Salesforce CRM.
• Maintain strong knowledge of Heart & Stroke resuscitation programs, standards and policies to support consistent regional application.
• Communicate the value and application of offerings across stakeholder contexts.
• Support program updates, initiatives and improvements aligned with national direction.
• Guide stakeholders on program requirements, standards and best practices.
• Monitor program delivery and performance using the Resuscitation portal, Salesforce and PowerBI dashboards.
• Develop regional plans to grow adoption, network reach and impact.
• Advance partner opportunities aligned with organizational priorities and goals.
• Grow the instructor network by identifying and developing high-performing individuals.
• Stay current on trends, stakeholder needs and external factors affecting program delivery.
• Use performance trends and KPIs to adjust strategies and support sustainable growth.
• Oversee Quality Assurance & Issue Resolution for a defined region.
• Lead or oversee complex complaints and escalations in line with program policies.
• Assess risk and determine actions, including escalation when needed.
• Ensure documentation is complete, accurate and aligned with standards.
• Address performance issues and support corrective actions, including instructor deactivations when required.
• Guide stakeholders to support effective delivery and positive outcomes.
• Navigate complex stakeholder situations with a solutions-focused approach.
• Foster network collaboration and communities of practice where appropriate.
• Represent Heart & Stroke externally, reinforcing values, standards and expectations.
• Provide leadership, coaching and guidance to internal stakeholders.
• Support team development and capability building.
• Build strong cross-functional relationships.
• Maintain strong collaboration and alignment with the Resuscitation Support Centre (RSC).
• Align priorities and resources to meet regional objectives.
• Collaborate across regions to support consistency and new team member integration.

Requirements

• Minimum of 5-7 years’ experience in a relationship management, sales or business development role, preferably in the health care, CPR or first aid training marketplace, or a combination of equivalent experience.
• Heart & Stroke Instructor certification and/or other agency instructional experience is an asset.
• Experience in marketing and communication would be an asset.
• Knowledge of provincial healthcare systems and resuscitation training agencies is an asset.
• Experience working in the health care field would be an asset.
• Experience in the not-for-profit sector would be an asset.
• Bachelor’s degree in business, health science or a related field.
• An equivalent combination of education and experience will be considered.
• Certificate or training in adult education is preferred.

Benefits

• paid wellness days
• personal days
• health, medical, dental and vision benefits
• flexible hybrid working arrangements
• support with reimbursement for mobile phones and home office set up