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QA Specialist
RAPS Consulting Inc
Toronto, ON
$60 to $70 CAD / hour
Contract
Experience with Azure DevOps, API Testing (REST/SOAP), Oracle/PL-SQL, and Defect Management.
Architecte de solutions (ServiceNow)
CGI
Drummondville, Quebec
Full-time
Knowledge of DevOps and Agile practices is considered an asset
Senior Security Specialist - Attack Path Management (Global Security)
Royal Bank of Canada
Vancouver, BC · Toronto, ON
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Operate and continuously tune BloodHound Enterprise to map identity attack paths across on-prem AD, Entra/Azure, AWS, GCP, DevOps (e.g., GitHub), and PAM platforms (and more!).
ServiceNow Developer
Brock Solutions
Cambridge, ON · Greater Kitchener-Cambridge-Waterloo Metropolitan Area
$60,000 to $80,000 CAD / year
Full-time
ServiceNow Certified Implementation Specialist in CSM and ITSM
Senior Power Platform Designer
National Bank of Canada
Montreal, QC
Full-time
…team at National Bank means serving as a Low Code Solutions Specialist. This position allows you to have a positive impact on our organization thanks to your expertise in designing,…
Principal Developer - MuleSoft
National Bank of Canada
Edmonton, AB
Full-time
As a Principal MuleSoft Developer in the Digital Innovation team at National Bank, you'll be a hands-on technical specialist responsible for designing and delivering integration solutions…
Senior Salesforce Developer with Service Cloud and Agentforce
LTM
Ontario · Ontario, Canada
$93,318 to $107,000 USD / year
Full-time
DevOps Experience with CICD pipelines Copado Gearset or Salesforce CLI in an Agile environment
Senior Salesforce Developer / Admin
Celestica International LP
Toronto, ON
Own and run a modern Salesforce DevOps practice using Gearset - version control, CI/CD pipelines, automated deployments, environment strategy, and metadata backup/restore.
Senior Salesforce Marketing Developer
MSITEK
Toronto, ON
Contract
Own and run a modern Salesforce DevOps practice using Gearset - version control, CI/CD pipelines,automated deployments, environment strategy, and metadata backup/restore.
Spécialiste Réseaux (Senior)
SII Canada
Montreal, QC
Full-time
Expérience dans des environnements Agile ou DevOps.
Spécialiste Réseaux (Senior)
Groupe SII
Montreal, QC
Full-time
Expérience dans des environnements Agile ou DevOps.
Staff Engineer, Infrastructure Solutions
EQ Bank
Toronto, ON
Full-time
…ensuring optimal use of technology within the organization. The specialist will contribute to the development of policies, processes, and procedures for Infrastructure & Operations (I&O)…
Staff Engineer, Infrastructure Solutions
EQ Bank | Canada's Challenger Bank
Toronto, ON
…ensuring optimal use of technology within the organization. The specialist will contribute to the development of policies, processes, and procedures for Infrastructure & Operations (I&O)…
Salesforce Marketing Cloud Developer
McKesson
Remote, Canada
Full-time · Remote
Salesforce Marketing Cloud certifications (e.g., Email Specialist, Marketing Cloud Developer)
Senior Quality Assurance Specialist
Synechron
Toronto, ON · Greater Toronto Area, Canada
$120,000 to $125,000 CAD / year
Full-time
…end-to-end Artificial Intelligence, Consulting, Digital, Cloud & DevOps, Data, and Software Engineering, servicing an array of noteworthy financial services and technology firms. Through…
Cloud Administrator
CGI
Toronto, ON
Full-time
The Intermediate Cloud Specialist delivers cloud services across a multiple clients. With a focus on scalability, availability, automation, performance and security, you will work with…
Senior Project Manager
Concert Properties Ltd.
Vancouver, BC
Solid BA fundamentals: requirements facilitation, process impacts, and knowing when to bring in specialist support
Lead Full Stack Developer
UniSysTech Consulting
Toronto, ON · Greater Toronto Area, Canada
Other
DevOps & IaC: Strong proficiency with CI/CD tools (GitHub Actions, Jenkins) and Infrastructure-as-Code (AWS CDK, Terraform).
AI Forward Engineer
Fastloop
Vancouver, BC
Full-time
…AI across the full surface of the work instead of staffing a specialist for every…
Hypercare Program Lead
Private Club Network
Markham, ON
Full-time
Migration playbook updates (with the Migration Specialist Lead)
Hypercare Program Lead
Jonas Software
Markham, ON · Canada - Markham - Ontario
Full-time
Migration playbook updates (with the Migration Specialist Lead)
Transformation Risk and Advisory, Senior Manager, JIRA, AI and Reporting Lead
Pwc Canada
Calgary, AB · Vancouver, BC · Ottawa, ON · Toronto, ON
Full-time
As a risk management generalist at PwC, you will provide advisory and practical support to teams across a wide range of specialist risk and compliance areas.
Transformation Risk and Advisory, Senior Manager, JIRA, AI and Reporting Lead
Pwc Canada
Toronto, ON · Calgary, AB · Ottawa, ON · Vancouver, BC
Full-time
As a risk management generalist at PwC, you will provide advisory and practical support to teams across a wide range of specialist risk and compliance areas.
Transformation Risk and Advisory, Senior Manager, JIRA lead
PwC Canada
Vancouver, British Columbia
Full-time
…advisory and practical support to teams across a wide range of specialist risk and compliance…
Transformation Risk and Advisory, Senior Manager, JIRA, AI and Reporting Lead
Pwc Canada
Toronto, ON · Calgary, AB · Ottawa, ON · Vancouver, BC
Full-time
As a risk management generalist at PwC, you will provide advisory and practical support to teams across a wide range of specialist risk and compliance areas.

Jonas Software

Hypercare Program Lead

Markham, ON, Canada
Canada - Markham - Ontario, Canada

Pay: Salary Range for this role will between $60,000 - $70,000
Job type: Full-time

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At a glance

Automatically prepared from the listing. Check the original description for the full requirements.

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Responsibilities

The Hypercare Program Lead will own the end-to-end client experience post-migration, defining success metrics and leading cross-functional responses to resolve client friction. They will synthesize feedback from tickets and escalations to drive improvements in migration playbooks, product practices, and client documentation.

Requirements

Candidates must have 3+ years of experience in client-facing operations, technical program management, or customer success, ideally within B2B SaaS or enterprise software. Strong communication skills and the ability to lead cross-functional programs while remaining calm under pressure are essential.

Experience

2 to 5 years

Working hours

38 hours per week

Work arrangement

On-site

Skills

Technical program management
Customer success
Escalation management
Incident management
Cross-functional leadership
SaaS operations
Stakeholder management
Data analysis
Process improvement
Client communication
Change management
Project management
Strategic planning
Problem solving
Documentation

Visa sponsorship

Not detected in the job text

Keywords

Hypercare
SaaS
CloudOps
CloudAps
Migration
JCM
Encore
Salesforce
Jira
ITSM
CRM
SOC 2
PCI
API
Hospitality software
Program management
Customer success
Escalation management
Root cause analysis
Stakeholder management
Data dashboarding
Professional services
DevOps
Product management
Client relations

Original job description

Job Description:

THE COMPANY

Jonas Club Software is an industry-leading club-first management platform built exclusively for private and member-driven clubs, designed to be the single source of club truth. Used by thousands of clubs across five continents for more than 35 years, Jonas Club combines hospitality-grade performance with a global team of more than 6,000 professionals focused on service, security, and continuous improvement. Engineered for hospitality operations and compliant with SOC 2 and PCI requirements, the platform supports extensibility through APIs and partner integrations and brings reservations, point-of-sale, food and beverage, billing and finance, events, member services, and reporting into one secure, contextual activity timeline that enables seamless interactions between members, staff, and the broader club community.

POSITION

The Hypercare Program Lead is a newly created, strategic role at the heart of our hosting transformation. As we scale our initiative to migrate clients to our hosting facility and prepare for the JCM rewrite launch later this year, the experience clients have immediately after migration has become the single biggest driver of long-term confidence in our hosting platform.

Hypercare is the bridge between "the migration is done" and "the client is genuinely successful." Today, that bridge is held together by goodwill, late nights, and individual heroics. This role exists to change that, to turn Hypercare into a deliberate, measurable, repeatable program that resolves the client, not just the ticket.

Salary Range for this role will between $60,000 - $70,000

The Hypercare Program Lead will own the end-to-end Hypercare experience: defining what "good" looks like, instrumenting it, leading the cross-functional response when clients hit friction, and feeding insights back into our Migration Runbook, and Product practices so issues don't recur. This is a role for someone who is equal parts operator, coach, escalation manager, and pattern-spotter, someone who can stay calm under client pressure while also stepping back to ask, "Why does this keep happening, and how do we kill it at the root?"

It's a high-visibility role. You will work directly with the VP of IT & Security, partner closely with CloudOps, CloudAps, Migration, PS, Product, and Sales, and present regularly to the cross-functional Hosting Committee.

JOB RESPONSIBILITIES

Own the Hypercare framework end-to-end: entry criteria, duration, escalation paths, exit criteria, SLAs (response, resolution, communication cadence), and success metrics, and evolve it as the program matures.
Own the client experience from go-live to Hypercare exit, ensuring every client has a clear point of contact, a clear plan, and a clear off-ramp.
Serve as the senior client-facing escalation point, leading sensitive conversations with calm and clarity, and translating technical issues into language clients trust.
Build durable relationships with key client stakeholders (Controllers, GMs, Directors of Operations) so concerns surface early.
Run the Weekly Hypercare Pattern Analysis: synthesizing tickets, escalations, and feedback into recurring themes, and drive those insights into:
- Migration playbook updates (with the Migration Specialist Lead)
- Runbook updates (with CloudAps Leads)
- Client-facing documentation (owned by this role)
- Product / Engineering escalations (with Product Owners and Engineering Leads)
Measure whether issues are decreasing over time, not just being closed and report on it.
Orchestrate cross-functional Hypercare response across CloudOps, CloudAps, Migration, PS, DevOps, Support, and Product, removing friction at handoffs so no client falls through the seams.
Partner with Sales to eliminate direct client escalations to reps, restoring sales' focus on selling.
Build and own the executive Hypercare dashboard, health, recurring issues, time-to-resolution, client sentiment - and be the company's source of truth on how clients are actually doing post-migration.

JOB QUALIFICATIONS

Required Experience

3+ years in client-facing operations, technical program management, customer success, or implementation leadership, ideally in B2B SaaS, hosting, or enterprise software.
3+ years in a role with direct accountability for client outcomes during a high-stakes period (post-migration, post-launch, post-acquisition, etc.).
Demonstrated experience leading cross-functional response programs, incident management, escalation management, customer success ops, or similar.
Strong written and verbal communication skills, with proven ability to handle sensitive client conversations.

Strongly Preferred

Direct experience with JCM, Encore, or comparable club / hospitality / property management software, or experience in regulated industries with similar implementation complexity.
Familiarity with Salesforce ticketing, Jira Change Management, or comparable ITSM/CRM tooling.
Experience designing and running a Hypercare or post-launch stabilization program at scale.
Background that includes time on a Migration, Implementation, or Professional Services team, so you understand the upstream realities of what creates Hypercare load.

The Intangibles That Matter Most

Calm under pressure. Clients escalate when they are frustrated. You need to be the person whose presence lowers the temperature, not raises it.
Pattern recognition. You can sit through ten escalations and walk out with three insights about the system, not just three task lists.
Bias to root cause. You are not satisfied with closing tickets. You want the next ten clients to never hit the same issue.
Diplomacy with backbone. You can hold the line with internal teams when something needs to change, while keeping relationships intact.
Operator's mindset. You are as comfortable running a Monday standup as you are presenting to a steering committee.
Genuine care for clients. This role does not work without it. The clients can tell.

Business Unit:

Private Club Network

Scheduled Weekly Hours:

37.5

Number of Openings Available:

Worker Type:

Regular

More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.

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