Company Name:
United Way of Calgary and Area
Approximate Salary:
Not Specified
Calgary, Alberta
Position type:
Full Time
Experience level:
2 - 5 years
Education level:
Bachelor's Degree

Digital Operations and Implementation Advisor

Digital Operations and Implementation Advisor



Do you love data and the role it plays in driving operations and providing excellent customer service?


The Digital Operations and Implementation Advisor is focused on scaling the delivery of our new digital platform, Salesforce Philanthropy Cloud (SPC), to corporate partners looking to power social impact initiatives focused on employee giving, volunteering and grants management.  The role requires a solution-oriented thinker, who is capable of synthesizing and analyzing complex data sets, and has strong communication skills to diagnose and communicate technical elements between teams.  This requires close collaboration with internal and external stakeholders. You will engage stakeholders to problem solve, share best practices, ready new functionality for general release and support an exceptional customer and donor experience. Locally, your peers look to you for expertise on SPC operations and implementation. Within the United Way Movement, you represent United Way of Calgary’s forward thinking, innovative and collaborative spirit.The Core Competency characteristics every member of United Way is expected to possess are Adaptable & Resilient, Relationship-Oriented, Collaborative, Results-Driven, Values-Driven, and Strategic Thinking.


Accountabilities & Responsibilities:


  • Working with the Business Intelligence Team, act as a subject matter expert to support data governance practices and enhanced reporting solutions. On some occasions, may be required to support the delivery and presentation of critical datasets to key stakeholders.
  • Monitor data flow between integrated data and CRM systems working cross-functionally to continually enhance data practices.
  • With the Operations Manager, Client Success, develop and deliver best practice customer implementation strategies providing superior technical support to customers in alignment with internal operation processes.
  • With the Operations Manager, Client Success, conduct internal discovery sessions to enhance business processes focusing on donor centric approaches and increasing organizational efficiency.
  • Oversee elements of customer implementation including: company and donor account maintenance in CRM systems; instance configuration in alignment with customer requirements; user management strategies; single sign-on and meeting implementation deadlines. 
  • Support the development and maintenance of training and implementation resources for internal and external stakeholders.
  • Manage the on-going maintenance of process maps and operational documentation.
  • With the Operations Manager, Client Success, develop and lead a release management testing and stakeholder communication plan.
  • Identify and escalate barriers to achieve implementation targets, assess stakeholder impacts and manage resolutions.
  • Monitor client issued tickets to identify trends and to work with the customer support team to resolve in a timely manner.
  • Actively participate in weekly virtual conference calls representing United Way of Calgary’s innovative mind set, bring a solution oriented perspective to technical discussions, to lend your expertise to other United Way chapters and to summarize key learning from other contributors. 
  • Deliver online, over the phone and in person administrative training to United Way relationship managers and implementation teams in Western Canada.
  • Assist the Operations Manager, Client Success, to information share and move forward critical projects with the cross-functional operation team.


Knowledge and Skills:


  • Excellent attention to detail, ability to synthesize and analyze complex datasets and proven track record of accuracy.
  • Strong analytical, problem solving and organizational skills.
  • Superb communication skills and ability to translate complex technical elements.
  • Strategic thinker who enjoys a fast paced environment.
  • Proven ability to take initiative and carry cross functional projects to completion with minimal supervision.
  • Ability to meet deadlines under pressure and to manage routine tasks alongside larger project deliverables.


  • Ability to work with external stakeholders in a professional manner.
  • Passion for continuous learning, providing exceptional customer service and an active contributor to organizational change.
  • Ability to maintain donor confidentiality in all activities at United Way of Calgary and Area and ensure compliance with privacy legislation.


Minimum Qualifications


  • Bachelor’s degree or equivalent combination of training and experience (Information Technology)
  • Experience using Microsoft Office Products (PowerBI, Excel, Teams, OneNote, Word and Visio)
  • Experience with large databases and complex data
  • Experience with Salesforce and/or other CRM databases is an asset
  • Experience with Single Sign-On applications and software implementation is an asset
  • An understanding of Canada Revenue Agency Charitable Giving Regulations is an asset


To Apply:


Submit cover letter with salary expectations, and resume (PDF) by 12pm on Nov 22, 2019 to [email protected]


Subject Line:  Digital Operations and Implementation Advisor – Your Name



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We thank all applicants for their interest and effort in applying for this position, however, only those being considered will be contacted.