Improvement and Innovation Lead

  • Posted:Nov 18, 2021
  • Apply by:Dec 08, 2021
  • Job Type
  • Full Time
  • Job Level
  • Manager
  • Location
  • Anywhere in Canada, RMT
  • Impact Area
  • Other
  • Impact Category
  • Other
  • Company Type
  • Other

About this position

Job Information 

Position Level: Manager

Department: Telemedicine 

Position Status: Permanent 

Activity Rate: 100%, 37.5 hours per week 

Salary Grade: Level D on the MSF Canada Salary Grid, $79,057 per year

Status: Must be legally entitled to work in Canada 

Benefits: Health Spending Account, Lifestyle Spending Account, group insurance (Life, Dependent Life, AD&D), Peace of Mind plan (i.e. prescription drugs, accidental dental, hospital care, etc.),  5% RRSP contributions (no matching required), starting 4 weeks’ Vacation/year, flexible work hours, annual professional development budget, Employee and Family Assistance Program (EFAP), free access to internal Psychosocial Care Unit Services and a positive and innovative office culture grounded in our core values of humanity, integrity and results.

Impact Statement

The Improvement & Innovation Lead is our internal technical expert on Telemedicine’s portfolio of services and a champion of service improvements to improve access and use.  The Lead will manage the I&I Team, recruit, and develop technical Subject Matter Experts, and direct them in supporting Telemedicine achieving its visions.

Key Responsibilities

  • Using a research-based approach, build outcome-oriented processes and services that focus on user needs and impacts on patient care
  • Continually enhance the experience of the users of Telemedicine
  • Master the technical life cycle of all products and services provided by Telemedicine to provide expertise on iterative change and implementation
  • Guide a team of technical Subject Matter Experts from visioning to road mapping to execution of projects and processes
  • Monitor and evaluate released updates to determine degrees of success or failure
  • In conjunction with the Clinical Operations Lead, provide technical support as required for issues with our vendors

Please CLICK HERE for complete description.

Job Specific Competencies

  • Research Project and User Needs; focus on technical outcomes for a project, end user, and/or patient; prioritize optimization of the user experience
  • Drive Iterative Refinement; provide technical expertise and consulting; optimize processes
  • Evaluate Service and Product Iterations; provide context on successes and failures of iterative processes; ensure learnings are integrated into daily work as well as archived for reference
  • Strategic Oversight and People Management

Core Competencies

  • A Commitment to MSF’s Principles; Acts towards the fulfilment of MSF’s Social Mission: Proficiency Level 2
  • Cross-cultural Awareness; Demonstrates an integrating attitude: Proficiency Level 3
  • Analytical Thinking; Makes complex plans and/or analyses: Proficiency Level 4
  • Strategic Vision; Plans Actions Geared Toward Achieving Objectives: Proficiency Level 3
  • Results and Quality Orientation; Improves performance and sets ambitious and realistic goals: Proficiency Level 3
  • Initiative and Innovation; Looks ahead and creates opportunities for improvement within the MSF frame: Proficiency Level 3
  • Leadership; Encourages, engages, and motivates people: Proficiency Level 3
  • Security Awareness and Management: Helps people for whom they are responsible to recognize contextual variables that influence security, understands security rules and when to apply them: Proficiency Level 3

Knowledge and Experience 

  • Knowledge of and/or previous experience in clinical case management tools
  • Knowledge of and/or previous experience with SaaS vendors
  • Experience with design thinking, troubleshooting, and iterating technical systems
  • Experience in evaluating systems and processes
  • Experience in Project Management would be an asset

Education, Certifications, and Languages

  • Fluency in English is essential, French very desirable; Spanish or Arabic would be an asset


Interested candidates are invited to apply by providing their resume and responding to the questions below (in lieu of providing a cover letter). 

The deadline for applications is Wednesday, 8 December 2021, 9am, EST. Only electronic applications will be accepted.

We encourage applications from individuals who self-identify as belonging to equity-seeking groups such as (but not limited to): Indigenous peoples, members of visible minorities, persons with disabilities, or women. 

NOTE: Any questions or concerns regarding accommodation and accessibility may be addressed to or by calling 1-800-982-7903.

The latest jobs, news and insider information delivered to your inbox.