Canada onlyRiipen’s mission is big: eliminate underemployment. We believe we can do this by providing equitable access to project based learning opportunities to learners and earners across the world.
Riipen is hiring a Program Specialist to help us get there. The Program Specialist ensures a seamless implementation experience for Riipen’s partners, overseeing technical platform setup on the Riipen platform, technical writing, user onboarding, and ongoing partner and user support.
This role involves cross-functional collaboration and customer-facing responsibilities, blending hands-on project work with exceptional support for assigned partnerships. The Program Specialist ensures partners receive timely, high-quality support throughout their lifecycle.
Alignment in delivering an elevated customer experience is essential for success in this role. The ideal candidate is committed to:
- Demonstrating technical aptitude and a willingness to learn
- Leading with curiosity and an optimization mindset
- Taking initiative and proactively driving projects forward
- Applying strong troubleshooting skills
- Adapting, growing, and embracing change
- Finding innovative solutions and improving inefficiencies
- Confidently managing upwards, providing insights, and influencing stakeholders when needed
This role is fully remote and open to candidates in Canada.
This position is a full time (40 hours) 15-month fixed term contract opportunity.
This position is a full time (40 hours) 15-month fixed term contract opportunity.
Key Responsibilities
Implementation & Onboarding
- Execute standardized implementation and technical setup processes for assigned program portfolios.
- Oversee quality assurance for program builds, serving as an escalation point and providing a final review to ensure accuracy and consistency.
- Collaborate with cross-functional teams (e.g., Sales, Marketing, Product) to ensure seamless partner transitions.
- Lead the technical onboarding of assigned program partners and, when necessary, their associated users (learners, employers, educators).
Program Support & Leadership
- Providing proactive and innovative support, with the ability to step up as a program lead in collaboration with the Program Manager—taking on increased responsibility, demonstrating leadership, and driving initiatives forward.
- Collaborate with other internal Riipen teams (ex. Marketing, Data, Operations) to prioritize and track internal and external deliverables, ensuring tasks are completed on schedule with high-quality outcomes.
- Take ownership of program-building tasks, including but not limited to:
- Technical writing (e.g., email templates, software instructions, program outlines)
- Creating onboarding decks for various user types
- Portal setup and experience building
- Monitor and analyze program trends and key data points, proactively managing upwards to escalate concerns about user behavior, missed deadlines, or engagement gaps to project management, the product team, operations, and the data team.
- Impact and Storytelling – Analyze program data and outcomes to deliver insightful impact reporting upon program completion.
Partner Support & Issue Resolution
- Manage and resolve all support requests within the Program Specialist’s portfolio via Intercom.
- Escalate complex issues to the Manager, Partner Implementation and Support as needed.
- Analyze support trends to identify opportunities for proactive issue resolution and product improvements.
Skills, Knowledge and Expertise
- 2+ years experience in program coordination or management;
- Experience in Ed-Tech or experience working in a SaaS organization in a technical focused role;
- Have a data driven spirit; you understand metrics and KPI’s and this motivates you to achieve your goals;
- Have an entrepreneurial spirit and enjoy working in a fast-paced, start-up environment where change is necessary for growth and success;
- Possess strong problem-solving, organizational, and analytical skills.
Bonus Points:
- Knowledge of or experience with project-based experiential learning;
- Experience with applications such as HubSpot (CRM), Intercom, Forest Admin, Asana, and Google Applications.
Benefits
- 🌐 Remote/travel working opportunities (when appropriate)
- 🏖️ 4 weeks of annual vacation
- 🤕 Paid sick leave
- 🏥 Extended Health and Dental benefits from your first day
- 💻 We will ensure you have a great work-from-home setup
- 📚 Learning & Development Stipend after 6 months of employment
We appreciate your interest and application. Only those applicants under consideration will be contacted.
Riipen is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, colour, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances.
Reasonable accommodation is available for qualified individuals with disabilities, upon request.
A note on compensation for the role: the range listed is inclusive of variable compensation. All compensation is benchmarked internally and externally. Compensation offered is commensurate with experience and aligned with our pay equity practices.
