Senior operational efficiency advisor improving Desjardins business processes and operations. Leading complex strategic initiatives, advising stakeholders, and shaping organizational policies and standards.
About the role
- Member Implementation Advisor guiding new members through Better Impact software implementation and training. Supporting nonprofits, hospitals, government agencies, and other organizations in improving volunteer program operations.
Responsibilities
- Work directly with new members to understand their goals, existing processes, and operational needs
- Help members develop practical implementation strategies aligned with organizational priorities
- Guide members through implementation from initial onboarding through successful software adoption
- Identify challenges, recommend solutions, and help members make informed configuration and usage decisions
- Lead engaging, accessible software training sessions for individuals and groups
- Adapt communication and teaching approaches to different audiences, experience levels, and learning styles
- Explain software features and workflows clearly and relevantly
- Help members develop the knowledge and confidence to manage software independently
- Build positive, professional member relationships throughout implementation
- Maintain clear communication, manage expectations, and ensure members understand next steps
- Introduce members to additional tools, resources, and services supporting their goals
- Collaborate across teams to resolve challenges and ensure a smooth member experience
- Maintain accurate records of implementation activities, member progress, and follow-up needs
- Identify improvements to implementation processes, training materials, and member experience
- Share member feedback and insights with internal teams
Requirements
- Experience in a client-facing role, ideally within a SaaS or technology environment, such as implementation, customer success, onboarding, training, or operations
- Strong communication and presentation skills, with the ability to explain technical concepts clearly to audiences with varying levels of experience
- Ability to assess customer needs, ask thoughtful questions, and recommend practical solutions
- Comfort learning new software, troubleshooting challenges, and navigating multiple technology platforms
- Strong organizational skills and attention to detail, with the ability to manage competing priorities and follow-up activities
- Ability to work independently while collaborating effectively with colleagues across teams
- Familiarity with productivity, communication, and customer management tools such as Microsoft Office, HubSpot, Zoom, ClickUp, Intercom, or similar platforms
- A proactive, adaptable approach to problem-solving and a commitment to providing a positive member experience
- Must be located in the United States or Canada
- Must be available to work Pacific or Mountain Time Zone business hours
- Nice to have: Previous experience implementing or training others on SaaS products
- Nice to have: Experience working with Better Impact software
- Nice to have: Experience in volunteer management, nonprofit operations, or other mission-driven environments
- Nice to have: Experience developing or improving onboarding processes, training resources, or customer workflows
- Nice to have: Familiarity with using data, feedback, or performance metrics to improve customer experiences
Benefits
- Unlimited paid vacation (United States)
- Health and dental insurance (United States)
- 401(k) retirement plan (United States)
- 20 days of paid time off per calendar year (Canada)
- Medical benefits through Sun Life (Canada)
- Registered Retirement Savings Plan (RRSP) matching program through Canada Life, with employer matching contributions of up to 3% and a two-year vesting period (Canada)
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