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Added 2 months ago
AR
Breakfast Attendant
Algonquin Resort
Edmundston, NB
- Part-time
Set out/arrange cold food, such as pastries, cereals, etc.
Added 2 months ago
Property Coordinator, Dorval
Realterm
Dorval, QC
Realterm is a real estate operator whose employees have a track record of capitalizing on durable insights into the supply and demand of real assets through the global supply chain.…
Added 2 months ago
Cambridge South Crew Member - Tim Hortons
Careers at ONroute
Cambridge, ON
ONroute is the proud operator of 23 convenient plazas located along Highways 400 and 401. Our locations are designed to provide travellers with fresh and exciting food and beverage options,…
Added 3 months ago
LC
NOFRILLS Owner Operator
Loblaw Companies Limited
Brampton, ON
- Full-time
We are seeking dynamic individuals from diverse backgrounds who have a passion for retail, food, and community service. You’ll thrive in this role if you have the following:
Added 2 months ago
LD
Pea Protein Process Operator
Louis Dreyfus Company
Yorkton, SK
- Full-time
The Dry Process Operator scope is from raw material receiving (yellow peas) through cleaning, dehulling and milling into pea flour. Responsibilities include monitoring of silo levels and…
Added 2 months ago
JS
Hypercare Program Lead
Jonas Software
Markham, ON · Canada - Markham - Ontario
- Full-time
…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…
Added 1 month ago
CS
Dressing Room Server
Canlan Sports
Toronto, ON · Etobicoke, ON
- Part-time
…a team. As North America's largest private sector owner and operator off recreational sports complexes, Canlan Sports brings that belief to life across 15 multi-sport complexes and more…
Added 1 month ago
TF
Utility Operator
TreeHouse Foods
Richmond Hill, ON · ON Richmond Hill
- Full-time
…directly impacting our mission to make high quality, affordable food for our customers, communities, and families. We hope you will consider joining the team and being part of our…
Added 2 months ago
PC
Guest Experience Design Specialist, Pursuit
Pursuit Collection
Jasper, AB · Banff, AB · CAN - Banff Office (Support Services)
- Full-time
…environments and experiences throughout the experience design process and through…
Added 2 months ago
Process Control & Machine Operator(s) - Beverage Processing
Ice River Sustainable Solutions
Feversham, ON
Ice River is currently looking for twenty-four (24) Process Control & Machine Operator(s), Beverage Processing (NOC 94140) to join our team. You will be working at our Feversham facility,…
Added 4 months ago
RN
Manufacturing Technical Operator
Riverside Natural Foods Ltd. (Home of MadeGood)
North York, Ontario
- Full-time
We are seeking a Manufacturing Technical Operator to join our food production team. In this role, you will operate, maintain and troubleshooting production machinery and equipment in a…
Added 1 month ago
TF
Loadout Operator RE01 B shift RVI Hanceville, AL
Tyson Foods
Hanceville, BC
- Full-time
Loadout Operator - This position is responsible for loading all finished outgoing product, inspecting trailers and tankers, collecting samples, testing samples and completing and keeping…
Added 2 months ago
Cleaner Operator
Florida Crystals / ASR Group
Toronto, ON
…Canada’s heritage for more than 160 years. Our brand is the oldest food-related trademark in Canada and is recognized across the country. Redpath Sugar is part of ASR Group, the largest…
Added 5 months ago
CA
Ingersoll ONroute - Part-Time and Full-Time Crew Member - Tim Hortons
Careers at ONroute
Ingersoll, ON
- Full-time
- Part-time
ONroute is the proud operator of 23 convenient plazas located along Highways 400 and 401. Our locations are designed to provide travellers with fresh and exciting food and beverage options,…
Added 4 months ago
WC
Head of Marketing
Wingstop Canada (JPK Capital)
Toronto, Ontario
- Full-time
Added 4 months ago
CH
Decorator Operator - Must be Mechanically Inclined
Crown Holdings, Inc.
Calgary, Alberta
- Full-time
Crown Holdings, Inc. through it's subsidiaries, is a world leader in the metal packaging production process. We design and manufacture a wide range of innovative and sustainable metal…
Added 1 month ago
S
Boulangerie en magasin - Responsable, bar à café
Sobeys
Winnipeg, MB
- Full-time
A day in the life of a Coffee Bar Operator: Working as either a Starbucks Operator or Tim Hortons Operator is an opportunity to provide personalized service for our customers. Become a…
Added 1 month ago
S
Operator Coffee Bar
Sobeys
Winnipeg, MB
- Full-time
A day in the life of a Coffee Bar Operator: Working as either a Starbucks Operator or Tim Hortons Operator is an opportunity to provide personalized service for our customers. Become a…
Added 1 month ago
SC
Operator Coffee Bar
Safeway Canada
Winnipeg, MB
- Full-time
A day in the life of a Coffee Bar Operator: Working as either a Starbucks Operator or Tim Hortons Operator is an opportunity to provide personalized service for our customers. Become a…
Added 4 months ago
F
Machine Operator
Factor_
Mississauga, Ontario
- Full-time
Operate machines to grind, extract, mix, blend, dry, freeze, cook or otherwise process food or beverage products
Added 4 months ago
LF
Operator / Interim Internal Trainer
Leclerc Foods
Brockville, Ontario
- Full-time
The Internal Trainer & Operator is a hybrid role designed for employees who want to contribute to training and development while maintaining their full‑time operational responsibilities.…
Added 4 months ago
RS
Sr. Corporate Packaging Engineer
Redpath Sugar Ltd
Toronto, Ontario
- Full-time
…Canada’s heritage for more than 160 years. Our brand is the oldest food-related trademark in Canada and is recognized across the country. Redpath Sugar is part of ASR Group, the largest…
Added 3 months ago
W
Licensed Electrician
Wonderbrands
Mississauga, ON
- Other
Complying with all applicable legislative and Bakery food safety, health and safety and environmental policies and procedures.
Added 1 month ago
Machine Operator
Give and Go Prepared Foods
Brampton, ON
Under the general supervision of the Area Leader, Production Supervisor and/or Plant Manager; the Machine Operator will be responsible for ensuring the equipment is operated correctly by…
Added 1 month ago
Crew Members - Odessa Onroute Plaza
Careers at ONroute
Kingston, ON
ONroute is the proud operator of 23 convenient plazas located along Highways 400 and 401. Our locations are designed to provide travellers with fresh and exciting food and beverage options,…

Jonas Software

Hypercare Program Lead

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

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

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Job details

Pay: Salary Range for this role will between $60,000 - $70,000
Job type: Full-time
Posting language: English
Posted: Jul 29, 2026

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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More about this job

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.

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

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