Customer Systems & Automation Program Manager

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      "state": "Ontario"
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    "location": {
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      "addressCountry": "Canada"
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    "datePosted": "2026-07-14",
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    "description": "<p><span><span>Pontosense builds technology that helps older adults live safely and independently at home. Families gain peace of mind, caregivers stay informed, and organizations deliver better care — without being intrusive.</span></span><span> </span></p>\n<p><span><span>Our impact isn't created at contract signature. It's built through the systems, processes, and tools that turn one successful deployment into a hundred.</span></span><span> </span></p>\n<p><span><span>In this role, you own the operational backbone that makes adoption repeatable and scalable. You'll sit at the intersection of Sales, Product, and Operations, turning real customer usage into documented processes, automated workflows, and tools that remove manual work across the customer lifecycle.</span></span><span> </span></p>\n<p><span><span>This function is actively evolving. </span><span>You'll</span><span> work closely with leadership to shape how Customer Operations runs and scales at Pontosense.</span></span><span> </span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span><span>What </span><span>you'll</span><span> do:</span></span></span><span> </span></p>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Build scalable processes</span></span></span><span><span> — Turn onboarding and deployment activity into documented, repeatable playbooks that others can execute consistently.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Align internal teams</span></span></span><span><span> — Translate real-world usage into decisions across Sales, Product, and Engineering.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Build automation</span></span></span><span><span> — Identify manual, repetitive work across onboarding, account health tracking, and reporting, and build the tools and workflows — using HubSpot, Guru, and AI-driven workflows — that </span><span>eliminate</span><span> it.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Turn one-off fixes into permanent process</span></span></span><span><span> — When the same issue shows up twice, build a fix, not a ticket</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Build visibility into account health</span></span></span><span><span> — Set up dashboards and reporting so the team can see, at a glance, which accounts are adopting </span><span>well</span><span> and which need attention.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Understand before you automate</span></span></span><span><span> — Spend real time in a handful of accounts early on, not as your ongoing job, but so every system you build is grounded in wh</span><span>at </span><span>actually happ</span><span>ens</span><span>, not what should happen.</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>What We're Looking For:</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Experience in Customer Success, Operations, Business Systems, Project Coordination, or a similar role with an operational or process </span><span>component</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Demonstrated interest in or experience with process design, automation tools, or workflow systems (e.g., CRM automation, no-code tools, internal dashboards)</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Familiarity and comfort with AI tools</span><span>:</span><span> </span><span>you've</span><span> used them in your day-to-day work and are curious about where they can replace manual process entirely</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Strong organizational thinking</span><span>:</span><span> you can structure ambiguous situations into clear, repeatable processes</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Comfortable with data</span><span>:</span><span> you can </span><span>identify</span><span> patterns across accounts and translate them into process or tooling changes</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>You care about understanding why things work, not just executing steps</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Comfortable operating where structure is still forming and where </span><span>you'll</span><span> be building the systems, not just following them</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Why Join Pontosense</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Be part of a mission-driven company reshaping the future of wellness technology.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Join a company in active growth mode, expanding our partner base month over month</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>This role is scoped to grow with the company. As Customer Operations matures, so does the scope and seniority of what you own</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Work directly with the Director of Customer Success and have visibility into the executive team, while getting hands-on exposure across Sales, Product, and Engineering </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>A rare shot at real ownership: the systems and processes you build become the foundation the company runs on, and the person who builds this well becomes its natural owner as it grows</span></span><span> </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span><span>Our Commitment</span></span></span><span> </span></p>\n<p><span><span>At Pontosense, we are committed to creating a workplace that is inclusive and accessible to all. </span><span>We value diversity and believe that everyone deserves an equal opportunity to succeed.</span></span><br><span><span>If you have a disability or special need that requires accommodation during the hiring process, please let us know. We will work with you to make the necessary accommodations to ensure a fair and positive experience for all applicants.</span></span><br><span><span>We strive to provide accessible communication and technology for our employees and customers and always look for ways to improve. If you have any feedback or suggestions on how we can improve accessibility in our workplace, please </span><span>don't</span><span> hesitate to contact us.</span></span><br><span><span>We are proud to be an equal opportunity employer and welcome candidates from all backgrounds to apply for open positions at our company.</span></span><span> </span></p>",
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