Jaimie Hackston

Experience

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  ZayZoon

  Project Manager, Operations (Integrations and Partner Delivery)

  Aug 2022 - Feb 2026

  ZayZoon’s mission is to improve employee financial health and wellness by providing on-demand access to earned wages. By aiming to save 10 million people $10 billion, the company works to eliminate reliance on predatory loans and overdraft fees, offering tools that promote financial flexibility and stability

  • Built and scaled a formal Integrations function, establishing governance, ownership clarity, and cross-functional operating models to support predictable partner delivery.
  • Led complex payroll, T&A, PEO, and embedded integrations, aligning Product, Engineering, Architecture, and Success to accelerate time to value and reduce delivery risk.
  • Directed enterprise CRM and workflow rebuilds, standardizing partner rollout pipelines, stage gates, and reporting to improve onboarding consistency and revenue visibility.
  • Led company-wide transformation initiatives including client journey redesign, revenue optimization and assurance, contract and rev share centralization, and client transition redesign.
  • Owned and led revenue protection and risk mitigation programs focused on the Cross-Functional Risk Escalation Model and year-end loss reduction, enhancing portfolio health and improving margin control.
  • Served as internal consultant on success teams workflow architecture, technical gap analysis, and team maturity frameworks to elevate Partner Success capability.
  • Rebuilt Integrations 2.0 post GTM restructure, redefining ownership models, delivery standards, backlog alignment, and performance metrics to stabilize scale.
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  RecallMax

  Program Manager, Success Operations and Enablement

  Oct 2020 - Aug 2022

  MaxAssist’s (formerly RecallMax) mission is to streamline dental practice efficiency by transforming time-consuming administrative tasks into simple processes, thereby maximizing productivity and patient care.

  • Owned onboarding and technical support program design, delivery, and scale, driving performance standards, QA frameworks, and operational maturity while leading through influence across Support and Operations.
  • Mentored onboarding leads across implementation planning, workflow design, go-live readiness, and post-launch success, strengthening execution quality and escalation discipline.
  • Served as escalation authority for Level 3 technical issues, partnering with Engineering on data integrity, workflow failures, server mapping, and structured bug prioritization.
  • Rebuilt the client onboarding journey, reducing time to onboarding from six to three weeks and adoption from three months to six weeks.
  • Implemented Salesforce as the onboarding and support source of truth, introducing structured workflows, SLAs, documentation standards, and visibility that reduced rework and improved resolution speed.
  • Increased support throughput from 8 to 22 daily closed tickets per specialist by introducing troubleshooting frameworks, escalation scripts, and CRM-driven standards.
  • Designed and launched an enterprise partner operating model, reclassifying complex multi-location customers and building dedicated onboarding, support, and CSM structures.
  • Established QA reviews, KPI governance, and cross-functional feedback loops linking Support, Sales, and Engineering to drive continuous improvement and product refinement.
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  Absorb Software

  Implementation Project Manager

  Apr 2019 - Oct 2019

  Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as your organization grows, with superb customer service rarely seen in the LMS space.

  • Led end to end implementation of Absorb LMS including scoping technical needs, designing integration plans, preparing data migrations, and configuring REST API connections.
  • Managed fifteen or more concurrent onboarding projects and coordinated multi stakeholder timelines while maintaining partner experience quality.
  • Delivered targeted training and enablement to drive adoption and long term satisfaction.
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  Repsol Sport Centre

  Interim Director of Operations & Facility Services (Promoted from Duty Manager)

  Aug 2015 - May 2019

  MNP Community & Sport Centre is a world class sport and fitness facility that inspires individuals and teams to achieve their goals and dreams through innovation, expertise and passion.

  • Promoted into enterprise operations leadership, overseeing three departments and 47 staff across frontline service delivery, facilities, and safety operations within a high-volume, complex environment.
  • Owned end-to-end operational performance including budget accountability, vendor and contract governance, capital planning, workforce planning, and service quality metrics.
  • Designed and implemented standardized operating procedures, escalation frameworks, and risk controls to improve consistency, response time, and cross-team accountability.
  • Led incident management and crisis response programs, establishing structured reporting, compliance documentation, and preventative risk mitigation practices.
  • Rolled out a new CRM as a centralized source of truth, redesigning workflows and data capture processes to improve visibility, reporting accuracy, and performance management.
  • Strengthened onboarding and training programs, improving ramp time, decision clarity, and frontline execution quality.
  • Acted as the operational escalation point across departments, balancing real-time service recovery with long-term systems improvement.

• REAL ASSIST CONSULTING

  Change Management Consultant (Fractional Advisory)

  Jun 2012 - May 2015

  REAL ASSIST CONSULTING was a boutique operational transformation firm advising real estate brokerages on digital modernization, scalable infrastructure design, and structured change adoption across multi-office teams.

  • Served as a modernization partner to real estate brokerages, leading end-to-end operational transformation from paper-based processes to fully digital, scalable operating models.
  • Architected brokerage-wide workflow redesign across conveyancing, compliance, CRM, and transaction management systems, aligning technology, people, and performance metrics.
  • Advised principals and leadership teams on digital strategy, infrastructure investment, and long-term operational scalability.
  • Directed multi-office change initiatives impacting 50+ staff per engagement, establishing structured onboarding, performance frameworks, and accountability models to drive sustained adoption.
  • Oversaw CRM implementation and system configuration, integrating cross-functional teams while maintaining business continuity during transition.
  • Designed enablement programs empowering realtors to own and manage branded digital presences, strengthening autonomy and client acquisition capabilities.
  • Applied behavioral psychology methodologies to guide leadership through workforce transitions, reduce resistance, and embed durable cultural change.
  • Delivered measurable improvements in process efficiency, reporting accuracy, and team performance through structured change architecture rather than tool deployment alone.

• SMART Technologies

  Major Accounts Specialist

  Jun 2011 - Jun 2012

  SMART Technologies is a Calgary-based, Foxconn-owned company founded in 1987, renowned for inventing the SMART Board® interactive whiteboard. It develops advanced, AI-powered interactive displays and software designed to improve collaboration in education and business environments. The company specializes in user-friendly touch and ink technology for classrooms and workplaces

  • Managed educational district accounts across the United States, overseeing end-to-end program delivery from funding qualification through implementation, adoption, and renewal.
  • Directed the U.S. School Funding Program, operationalizing a national initiative that enabled underfunded school districts to secure grant funding for SMART Board technology and modernize classroom infrastructure.
  • Designed and managed the funding-to-deployment workflow, aligning Sales, district leadership, procurement, and technical teams to ensure structured handoffs and predictable rollout timelines.
  • Partnered with superintendents, IT directors, and finance stakeholders to translate district goals into scalable implementation plans tied to measurable classroom outcomes.
  • Scoped technical requirements and infrastructure readiness across multi-site districts, mitigating deployment risk and coordinating cross-functional execution.
  • Established repeatable enablement and onboarding frameworks that improved time to adoption and increased long-term program retention.
  • Served as the operational bridge between field Sales, education leadership, and internal delivery teams to ensure revenue realization post-sale and sustained partner growth.
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  WestJet Airlines

  Inflight Operational Trainer & Talent Partner

  Apr 2002 - Jun 2009

  WestJet is Canada's second-largest airline and a major provider of low-cost, leisure-focused air travel, founded in 1996 and based in Calgary. It operates a fleet of nearly 200 aircraft to over 100 destinations across North America, Central America, the Caribbean, Europe, and Asia. The airline is known for focusing on Western Canada connectivity, with a hub at Calgary International Airport

  • Expanded from frontline operations into recruitment and structured onboarding evaluation, supporting quality assurance and performance readiness during rapid organizational growth.