Specialist, Product Support & Implementation
Top Benefits
About the role
Specialist, Product Support & Implementation
Location: Hamilton Downtown Family YMCA with hybrid work options available
Employment Type: Full-time Contract (August 2025 - February 2025) with the possibility of extension
Work Hours: 40 Hours per week
Salary Grade: 4
Salary Range: Starting at $52,967 annually, commensurate with experience
Department: Association Services
Deadline to Apply: August 07, 2025
Anticipated Start Date: August 15, 2025
Why You’ll Love Working With Us:
In addition to working with an amazing team in an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success, we offer:
- Paid Vacation Entitlements that increase with seniority (subject to eligibility)
- Paid Personal days and sick days
- A generous employer-paid Group Health benefit plan starting from day 1, with 3 flexible options to choose from
- A Defined Contribution Pension Plan with up to 5% employer matching
- Mental Health on Demand (MHOD) Program
- Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues
- Paid professional development opportunities
- Reduced rates for YMCA Child Care, Camp, and Child & Youth programs (subject to availability)
- Free staff YMCA Health & Fitness Memberships
Position Overview:
We believe that it is through the power of our amazing people that the #YSavesLives. By joining the Marketing & Communications team, you will contribute to making our Y the best place to work.
As Specialist, Product Support & Implementation, you will be at the forefront of supporting Weemarkable App and future digital platforms, representing a national product with stakeholders and customers across Canada.
Reporting to the Director, Marketing & Communications, you will lead the end-to-end implementation of new features and app builds, from stakeholder consultation and user testing, training, to rollout and adoption. You’ll also play a key role in ensuring smooth and positive user experience for childcare administrators, educators, and caregiver users, and lead development and maintenance of learning tools and training materials to support app adoption and driving user engagement in the childcare sector.
This is an excellent opportunity for a collaborative problem-solver with a passion for tech-enabled solutions and customer experience. This role offers the chance to shape how we deliver value through innovation in the childcare sector at the YMCA of Hamilton|Burlington|Brantford.
What You’ll Do:
- Customer Support: First point of contact to manage and escalate customer support issues and provide troubleshooting and resolution guidance. Maintain records, documentation, training materials to support customer requests.
- Product Expertise and Product Stewardship: Serve as the go-to expert on app features. Lead onboarding, training, and support for associations. Maintain user guides, gather feedback, monitor performance, and collaborate with developers to enhance the product.
- Stakeholder Engagement: Act as primary liaison between the app developer, the national advisory committee, the internal governance team and facilitating regular communication, sharing updates and gathering feedback to align priorities.
What You’ll Bring:
- Bachelor’s degree or equivalent education in Business, Information Technology, Computer Science, Marketing, or a related field.
- Minimum of two (2) years of experience in Customer Support, Project Management, Technical Support, and Data entry.
- Experience with mobile applications, software development processes, and digital marketing tools.
- Experience with content management systems, as well as Microsoft Office suite.
- Strong written and oral communication, interpersonal, customer service. Ability to explain technical concepts to non-technical users.
- Excellent organization, initiative, planning and administrative skills with the ability to identify and manage multiple priorities.
- Excellent written and verbal communication skills.
- Ability to work independently and collaboratively in a team environment.
- Demonstrated experience working with diverse teams and fostering inclusive workplace practices.
- Skilled in handling sensitive situations with discretion and professionalism.
- Access to reliable transportation in order travel to various work locations.
A Major Asset If:
- You have worked in non-profit, charitable, childcare and/or public sector organizations.
- You have a Certification in Project Management (PMP, or other) preferred.
- You have experience in another SaaS-related role.
This position requires a commitment to the YMCA mission and core values of: Inclusion, Caring, Honesty, Respect and Responsibility, as well as a commitment to building developmental assets in children and adults.
All offers of employment will be subject to the provision that the successful incumbent provides the YMCA of Hamilton|Burlington|Brantford with a current and satisfactory Police Records Check. Positions responsible for the direct supervision of children and/or vulnerable persons will be required, in addition to a Police Records Check, to provide a Vulnerable Sector Screening Report at the time of hire. Police Records Checks are reviewed on an individual basis, and the offence(s), if any, is considered in the decision-making process in relation to the requirement of working with children; therefore, not eliminating all candidates with a record from being offered a position.
Ready to Make a Difference? This is your chance to play a critical role in shaping a thriving, inclusive workplace where employees feel supported and empowered. If you’re passionate about people and excited to lead impactful initiatives, we want to hear from you!
Interested in applying? To view and apply for positions as a current employee, please log into your UKG account and click "My Company", then "View Opportunities" in the sidebar menu.
Inclusion, Diversity, Equity and Accessibility:
The YMCA of Hamilton|Burlington|Brantford is committed to creating an inclusive, diverse, equitable and accessible environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or neurodiversity.
We understand the social barriers preventing individuals from applying for open roles. We encourage those from the Indigenous, 2SLGBTQIA+, BIPOC, and Disabled communities to apply.
If you need any accommodation throughout the recruitment process, please do not hesitate to contact our People, Leadership and Culture Department at plc@ymcahbb.ca
Organizational Overview:
As one of the largest charitable community service organizations in Canada, the YMCA of Hamilton|Burlington|Brantford responds to critical social needs in the community and works to provide solutions. By nurturing the potential of children, youth and adults, the YMCA connects people to life-building opportunities, to each other and enhances their quality of life. We foster social responsibility and healthy living. The YMCA works collectively with community partners that share the YMCA’s determination in strengthening the foundations of community for all people.
About YMCA of Hamilton/Burlington/Brantford
As one of the largest charitable community service organizations in Canada, the YMCA of Hamilton/Burlington/Brantford responds to critical social needs in the community and works to provide solutions. By nurturing the potential of children, youth and adults, the YMCA connects people to life-building opportunities, to each other and enhances their quality of life. We foster social responsibility and healthy living. The YMCA works collectively with community partners that share the YMCA’s determination in strengthening the foundations of community for all people
Specialist, Product Support & Implementation
Top Benefits
About the role
Specialist, Product Support & Implementation
Location: Hamilton Downtown Family YMCA with hybrid work options available
Employment Type: Full-time Contract (August 2025 - February 2025) with the possibility of extension
Work Hours: 40 Hours per week
Salary Grade: 4
Salary Range: Starting at $52,967 annually, commensurate with experience
Department: Association Services
Deadline to Apply: August 07, 2025
Anticipated Start Date: August 15, 2025
Why You’ll Love Working With Us:
In addition to working with an amazing team in an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success, we offer:
- Paid Vacation Entitlements that increase with seniority (subject to eligibility)
- Paid Personal days and sick days
- A generous employer-paid Group Health benefit plan starting from day 1, with 3 flexible options to choose from
- A Defined Contribution Pension Plan with up to 5% employer matching
- Mental Health on Demand (MHOD) Program
- Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues
- Paid professional development opportunities
- Reduced rates for YMCA Child Care, Camp, and Child & Youth programs (subject to availability)
- Free staff YMCA Health & Fitness Memberships
Position Overview:
We believe that it is through the power of our amazing people that the #YSavesLives. By joining the Marketing & Communications team, you will contribute to making our Y the best place to work.
As Specialist, Product Support & Implementation, you will be at the forefront of supporting Weemarkable App and future digital platforms, representing a national product with stakeholders and customers across Canada.
Reporting to the Director, Marketing & Communications, you will lead the end-to-end implementation of new features and app builds, from stakeholder consultation and user testing, training, to rollout and adoption. You’ll also play a key role in ensuring smooth and positive user experience for childcare administrators, educators, and caregiver users, and lead development and maintenance of learning tools and training materials to support app adoption and driving user engagement in the childcare sector.
This is an excellent opportunity for a collaborative problem-solver with a passion for tech-enabled solutions and customer experience. This role offers the chance to shape how we deliver value through innovation in the childcare sector at the YMCA of Hamilton|Burlington|Brantford.
What You’ll Do:
- Customer Support: First point of contact to manage and escalate customer support issues and provide troubleshooting and resolution guidance. Maintain records, documentation, training materials to support customer requests.
- Product Expertise and Product Stewardship: Serve as the go-to expert on app features. Lead onboarding, training, and support for associations. Maintain user guides, gather feedback, monitor performance, and collaborate with developers to enhance the product.
- Stakeholder Engagement: Act as primary liaison between the app developer, the national advisory committee, the internal governance team and facilitating regular communication, sharing updates and gathering feedback to align priorities.
What You’ll Bring:
- Bachelor’s degree or equivalent education in Business, Information Technology, Computer Science, Marketing, or a related field.
- Minimum of two (2) years of experience in Customer Support, Project Management, Technical Support, and Data entry.
- Experience with mobile applications, software development processes, and digital marketing tools.
- Experience with content management systems, as well as Microsoft Office suite.
- Strong written and oral communication, interpersonal, customer service. Ability to explain technical concepts to non-technical users.
- Excellent organization, initiative, planning and administrative skills with the ability to identify and manage multiple priorities.
- Excellent written and verbal communication skills.
- Ability to work independently and collaboratively in a team environment.
- Demonstrated experience working with diverse teams and fostering inclusive workplace practices.
- Skilled in handling sensitive situations with discretion and professionalism.
- Access to reliable transportation in order travel to various work locations.
A Major Asset If:
- You have worked in non-profit, charitable, childcare and/or public sector organizations.
- You have a Certification in Project Management (PMP, or other) preferred.
- You have experience in another SaaS-related role.
This position requires a commitment to the YMCA mission and core values of: Inclusion, Caring, Honesty, Respect and Responsibility, as well as a commitment to building developmental assets in children and adults.
All offers of employment will be subject to the provision that the successful incumbent provides the YMCA of Hamilton|Burlington|Brantford with a current and satisfactory Police Records Check. Positions responsible for the direct supervision of children and/or vulnerable persons will be required, in addition to a Police Records Check, to provide a Vulnerable Sector Screening Report at the time of hire. Police Records Checks are reviewed on an individual basis, and the offence(s), if any, is considered in the decision-making process in relation to the requirement of working with children; therefore, not eliminating all candidates with a record from being offered a position.
Ready to Make a Difference? This is your chance to play a critical role in shaping a thriving, inclusive workplace where employees feel supported and empowered. If you’re passionate about people and excited to lead impactful initiatives, we want to hear from you!
Interested in applying? To view and apply for positions as a current employee, please log into your UKG account and click "My Company", then "View Opportunities" in the sidebar menu.
Inclusion, Diversity, Equity and Accessibility:
The YMCA of Hamilton|Burlington|Brantford is committed to creating an inclusive, diverse, equitable and accessible environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or neurodiversity.
We understand the social barriers preventing individuals from applying for open roles. We encourage those from the Indigenous, 2SLGBTQIA+, BIPOC, and Disabled communities to apply.
If you need any accommodation throughout the recruitment process, please do not hesitate to contact our People, Leadership and Culture Department at plc@ymcahbb.ca
Organizational Overview:
As one of the largest charitable community service organizations in Canada, the YMCA of Hamilton|Burlington|Brantford responds to critical social needs in the community and works to provide solutions. By nurturing the potential of children, youth and adults, the YMCA connects people to life-building opportunities, to each other and enhances their quality of life. We foster social responsibility and healthy living. The YMCA works collectively with community partners that share the YMCA’s determination in strengthening the foundations of community for all people.
About YMCA of Hamilton/Burlington/Brantford
As one of the largest charitable community service organizations in Canada, the YMCA of Hamilton/Burlington/Brantford responds to critical social needs in the community and works to provide solutions. By nurturing the potential of children, youth and adults, the YMCA connects people to life-building opportunities, to each other and enhances their quality of life. We foster social responsibility and healthy living. The YMCA works collectively with community partners that share the YMCA’s determination in strengthening the foundations of community for all people