Regional Resuscitation Program Specialist – ON, MB, NU

Heart & Stroke

7d • Hybrid

About The Position

At Heart & Stroke, our mission is to promote health, save lives, and enhance recovery. We are committed to a culture that exemplifies our core values: champion health, practice humility, embrace change, drive impact, learn and grow, and be heartfelt as we work together to beat heart disease and stroke. We believe in equity, diversity, and inclusion—it’s embedded in our values and core mission work to support all people in Canada to lead healthier lives. We are committed to applying this principle to cultivate a welcoming environment that embraces diversity among our employees. Candidates from diverse backgrounds, including but not limited to, Indigenous peoples, racialized communities, 2SLGBTQIA+ communities, women, and people living with disabilities are encouraged to apply. The opportunity Please note Heart & Stroke offers a hybrid work option. Candidates must live in the GTA and be able to travel to the Toronto office when required, based on the needs of the business - otherwise, the majority of work can be performed from a home office. Some flexibility on working hours is required to accommodate travel to events and meetings (occasional overnight travel) is required. Reporting to the Resuscitation Program Manager, ON, MB, NU, The Regional Resuscitation Program Specialist plays a critical role in bringing their knowledge of our network and our programs to advance our relationships and deepen our engagement with a diverse network of instructors, training institutions/organizations and other stakeholders. This role supports Heart & Stroke’s mission to advance and enhance emergency cardiovascular care and first aid training and education throughout Canada. The incumbent does this by helping us “Own the Market” – meaning we are both seen as the leader and de facto choice for employers and healthcare providers who are seeking to advance their cardiovascular emergency response programs. The Specialist supports the Resuscitation Program Manager in building and supporting Heart & Stroke’s resuscitation training network by managing relationships with instructors and partners, ensuring program quality and compliance, and helping grow and strengthen the network. The role combines stakeholder engagement, program coordination, and data-driven insights to support consistent, high-quality delivery of resuscitations programs across Ontario, Manitoba & Nunavut. The role uses data, reporting, and stakeholder feedback to monitor performance, inform decisions, and support continuous improvement. Working collaboratively within a matrix organization, the Specialist shares regional insights, contributes knowledge, and partners with internal teams to advance broader organizational goals and ensure aligned, consistent program execution. This role collaborates with internal teams – both within Resuscitation Program and the broader Heart & Stroke – to ensure open dialog and an exchange of information takes place, acting as a liaison between the training network and our team. They uphold our Guidelines by enforcing compliance with our policies and standards and may be called on to represent Heart & Stroke at provincial meetings, events, conferences and other activities, as appropriate.

Requirements

• Education Degree, diploma or certificate program in business, health science or a related field
• An equivalent combination of education and experience will be considered
• Certificate/training in adult education an asset
• 3+ years experience in project/program management, relationship management, customer service or business development/ corporate sales
• Heart & Stroke Instructor certification and/or other agency instructional experience an asset
• Knowledge of provincial healthcare systems and resuscitation training agencies would be an asset
• Experience working in the health care field would be an asset
• Experience in the not-for-profit sector would be an asset
• A professional and exceptional customer first and first call resolution approach.
• Exceptional organizational skills and strong attention to detail.
• Demonstrated high level of initiative, resourcefulness and ability to self-direct with minimal supervision.
• Ability to effectively promote opportunities and partnerships.
• High level of ownership and accountability to goals, teamwork and following best practices.
• Excellent interpersonal and communication skills (both written and verbal) with the talent for communicating in a mature and professional manner.
• Strong internal collaboration experience in matrixed, remote teams
• Ability to influence without authority and demonstrate comfort operating in evolving or ambiguous environments
• Experience navigating challenging or sensitive stakeholder conversations
• Demonstrated judgment and critical thinking in applying standards, assessing risk, and resolving issues
• Risk identification and mitigation (quality, compliance, reputational)
• Prioritization of tasks across competing regional demands
• Demonstrated working knowledge and skill in the Microsoft Office Suite.
• Experience with Salesforce or other CRM applications to translate data into insights, recommendations, and actions
• Continuous improvement mindset
• Comfort using digital and AI‑enabled tools to improve efficiency and quality of work outputs
• Understanding of provincial and national health systems, an asset.
• Knowledge of basic medical terminology and life support equipment, an asset.
• French/English bilingual, an asset

Nice To Haves

• Certificate/training in adult education an asset
• Heart & Stroke Instructor certification and/or other agency instructional experience an asset
• Knowledge of provincial healthcare systems and resuscitation training agencies would be an asset
• Experience working in the health care field would be an asset
• Experience in the not-for-profit sector would be an asset
• Understanding of provincial and national health systems, an asset.
• Knowledge of basic medical terminology and life support equipment, an asset.
• French/English bilingual, an asset

Responsibilities

• External stakeholder engagement and relationship management
• Support the RPM in building and maintaining strong, effective relationships with regional partners to ensure successful adoption, delivery, and sustainability of resuscitation programs.
• Support the RPM in identifying business development opportunities with new and existing regional partners.
• Proactively build, maintain, and strengthen trusted working relationships with instructors, instructor trainers, training institutions, and professional organizations within the regional network.
• Serve as a primary point of contact for assigned external stakeholders, ensuring timely, professional, and consistent communication.
• Actively steward high value and high-performing instructors and organizations within our market segments to support engagement, advocacy and retention
• Deepen H&S’s understanding of our constituents through effective research & documentation to identify, track and quantify new opportunities.
• Foster collaboration and positive working relationships across the instructor network, including supporting connectivity between instructors and instructor trainers.
• Program quality and standards oversight
• Develop and maintain a strong understanding of stakeholder needs, motivations, and challenges to inform engagement strategies and program support.
• Reinforce adherence to Heart & Stroke resuscitation program standards, policies, and guidelines across the instructor and training institution network.
• Act as a knowledgeable resource for instructors and training partners on program requirements, quality expectations, and approved practices.
• Receive, assess, document, and support resolution of program quality issues, complaints, and escalations through the Resuscitation Support Centre.
• Effectively and consistently leads and/or supports the investigation and resolution of QA infractions and complaints.
• Apply sound judgment to determine when issues can be resolved at the regional level versus when escalation is required.
• Leverages available digital and/or AI‑enabled tools to streamline administrative work, support accurate documentation, and enhance the efficiency and consistency of program quality oversight activities.
• Defines value proposition to potential clients for our courses to differentiate our offerings from those of our competitors.
• Data, reporting and insights
• Provides just-in-time and critical knowledge of our network to augment and support decision-making and partner engagement.
• Support the Resuscitation Program Manager by surfacing data-informed insights and recommendations that influence network growth, retention, and market positioning.
• Identify top performers, emerging leaders, and at-risk stakeholders within the network, escalating insights and recommended actions to the Resuscitation Program Manager as needed.
• Partners with finance analytics team and/or analytic tools to use/interpret data to better understand network activity.
• Supports development and implementation of plans to grow, on-board and retain Heart & Stroke’s instructor network.
• Utilizes CRM (Salesforce), reports and analytic tools to monitor network activity, performance trends and engagement levels.
• Maintain accurate, timely, and detailed documentation related to team meetings, upcoming plans, investigations, decisions, corrective actions, and follow‑ups.
• Track follow‑through on required actions to ensure issues are resolved and standards are sustained.
• Uses technology‑enabled insights (AI) to support informed decision‑making, issue prioritization, and identification of patterns or trends that may impact program quality, compliance, or stakeholder experience.
• Regional program coordination and implementation
• Coordinate and support the effective implementation of resuscitation programs across the assigned region by aligning activities, timelines, stakeholders, and resources to ensure consistent, high‑quality delivery.
• Coordinate regional‑level implementation of resuscitation programs, initiatives, and updates in alignment with national standards and direction.
• Represent Heart & Stroke at virtual and in-person network engagements within region.
• Identifies gaps in program delivery standards and provides appropriate guidance to relevant parties.
• Ensures effectiveness and continuity by proactively following up and holding self, team and stakeholders accountable.
• Support program administration, education, awareness and continuous improvements efforts that help instructors and training institutions understand and abide by changes to standards or guidelines.
• Supports organization and execution of special events in region, as required.
• Coordinates volunteers for regional activities as needed.
• Internal collaboration and knowledge contribution
• Strengthen alignment, consistency, and effectiveness across Heart & Stroke by proactively collaborating with internal teams, sharing insights from the field, and contributing to collective knowledge, tools, and ways of working.
• Participate in cross‑functional working groups, meetings, and initiatives to support shared objectives and integrated planning.
• Supports improved Resuscitation Support Centre responses through issue awareness, a culture of continuous improvement and timely, effective responses
• Accurately document and resolve incoming case escalations through the Resuscitation Support Centre in a timely manner.
• Act as a liaison between external stakeholders and internal teams, ensuring external feedback, issues, and opportunities are effectively communicated and addressed.
• Collaborate with internal teams to ensure consistent messaging related to program quality, standards, and compliance.

Benefits

• competitive health, medical, dental and vision benefits
• life insurance
• disability benefits
• an employee assistance program (EAP)
• a defined contribution pension plan with employer matching
• flexible hybrid working model
• reimbursement for mobile phones and home office setup
• opportunities for professional development
• generous paid time-off package including vacation days, personal days, wellness days, and paid company-wide closure between December 25 and January 1

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree