• Build a strong understanding of customers, instructors and training providers to inform engagement strategies and program support. • Develop and manage relationships with key stakeholders, including high-performing instructors, training centres and institutional partners. • Lead engagement with priority and high-value stakeholders, and guide broader regional engagement activities. • Identify network risks and opportunities, and implement plans to strengthen engagement, performance and retention. • Document stakeholder interactions, insights and outcomes accurately and on time in Salesforce CRM. • Maintain strong knowledge of Heart & Stroke resuscitation programs, standards and policies to support consistent regional application. • Communicate the value and application of offerings across stakeholder contexts. • Support program updates, initiatives and improvements aligned with national direction. • Guide stakeholders on program requirements, standards and best practices. • Monitor program delivery and performance using the Resuscitation portal, Salesforce and PowerBI dashboards. • Develop regional plans to grow adoption, network reach and impact. • Advance partner opportunities aligned with organizational priorities and goals. • Grow the instructor network by identifying and developing high-performing individuals. • Stay current on trends, stakeholder needs and external factors affecting program delivery. • Use performance trends and KPIs to adjust strategies and support sustainable growth. • Oversee Quality Assurance & Issue Resolution for a defined region. • Lead or oversee complex complaints and escalations in line with program policies. • Assess risk and determine actions, including escalation when needed. • Ensure documentation is complete, accurate and aligned with standards. • Address performance issues and support corrective actions, including instructor deactivations when required. • Guide stakeholders to support effective delivery and positive outcomes. • Navigate complex stakeholder situations with a solutions-focused approach. • Foster network collaboration and communities of practice where appropriate. • Represent Heart & Stroke externally, reinforcing values, standards and expectations. • Provide leadership, coaching and guidance to internal stakeholders. • Support team development and capability building. • Build strong cross-functional relationships. • Maintain strong collaboration and alignment with the Resuscitation Support Centre (RSC). • Align priorities and resources to meet regional objectives. • Collaborate across regions to support consistency and new team member integration.

• Own program delivery as a single point of accountability for system implementation outcomes across Operations, IT, Finance, and Market Units • Drive definition and deployment of a global "to-be" operational template (L4 processes, SOPs, RACI, KPIs) • Lead re-implementation and optimization of CargoWise, Footprint, Trackonomy, and integrated platforms • Embed eliminate / standardize / optimize / automate / robotize principles by design • Establish and run global governance, steering forums, and Go / No-Go decision gates • Lead global change, training, and adoption strategy with minimal service disruption • Own senior-level engagement with system integrators and technology partners

• Support the coordination and execution of sustainability programs and initiatives. • Assist in tracking project timelines, milestones, and KPIs across multiple initiatives. • Help maintain documentation such as program plans, trackers, and status updates. • Collaborate with internal teams (operations, engineering, supply chain, finance) to support project execution. • Collect, validate, and manage sustainability data, including Scope 1, 2, and 3 emissions. • Assist in maintaining greenhouse gas (GHG) inventories aligned with the GHG Protocol. • Analyze data to identify trends, gaps, and improvement opportunities. • Support development of dashboards, reports, and presentations for internal stakeholders. • Partner with internal teams to support initiatives related to energy efficiency, facility emissions, waste, and water management. • Assist in evaluating sustainability improvement opportunities through basic analysis and research. • Support preparation of sustainability disclosures and reports (e.g., SASB, GRI, CSRD). • Assist with data gathering for audits, customer requests, and ESG questionnaires (e.g., CDP, EcoVadis). • Monitor and summarize emerging sustainability regulations and standards. • Coordinate with internal stakeholders to gather data and support initiatives. • Help prepare materials for leadership updates and external communications. • Contribute to internal sustainability awareness and engagement efforts. • Perform additional duties as assigned to support the team and organization.

• Manage Client communications • Review project scopes and financial setup • Set timelines & expectations • Schedule project resources to complete project work • Monitor project milestones and progress • Submit/execute change orders as needed • Consult with in-house subject matter experts • Ensure project resourcing enters time into correct tickets/phases • Review project documentation for completeness • Have final say on project completion