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Added 6 mins ago
L&
Retail Store Manager - Mississauga
Lindt & Sprüngli USA
Mississauga, ON · LCA - CAN - Retail - Mississauga - ON
- Full-time
We are looking for an enthusiastic and keen individual to fill the role of Retail Store Manager for our Lindt store in the Mississauga location. The ideal candidate must possess strong…
Added 6 mins ago
CT
Social Media Consultant
Canadian Tire Corporation
Toronto, ON
- Full-time
Support the Social Media Assistant Manager in executing strategic plans for organic social content on both CTR and HBC social channels, collaborating with internal teams and agencies to…
Added 6 mins ago
L&
Retail Store Manager - Mississauga
Lindt & Sprüngli (Canada), Inc
Mississauga, ON · LCA - CAN - Retail - Mississauga - ON
- Full-time
We are looking for an enthusiastic and keen individual to fill the role of Retail Store Manager for our Lindt store in the Mississauga location. The ideal candidate must possess strong…
Added 6 mins ago
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Software Developer (New or Recent Graduate)
BMO
Toronto, ON · FCP
- Full-time
…impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth…
Added 6 mins ago
AL
Client Services Administrator (Vancouver)
AGAT Laboratories
Calgary, AB
- $20 to $23 CAD / hour
- Full-time
…candidate will assists the Client Services Team with customer support and administrative tasks. Client communication, follow-up and maintaining deadlines will be a critical aspect of this…
Added 6 mins ago
M
CyberArk Operations Analyst (Idira)
Manulife
Toronto, ON · Waterloo, ON
- Full-time
…Operations team, responsible for the day-to-day operation, support, and maintenance of CyberArk services. This role manages incidents, service requests, operational activities, and user…
Added 6 mins ago
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Senior Manager, Content Production, Learning Solutions
Autodesk
Vancouver, BC
- Full-time
Partner with program owners to build reinforcement, manager enablement, practice, and application into learning solutions.
Added 6 mins ago
BP
Customer & Programming Associate (Temporary - up to 18 Months)
Burlington Public Library
Burlington, ON
- Part-time
Under the guidance of the Manager and Branch Operations Lead, support collection initiatives, to ensure an accurate, tidy, balanced, and accessible collection that meets customer needs.
Added 6 mins ago
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Public Health Technologist, Translational Research in Microbiology
Sanya’k̓ula
Vancouver, BC
- Full-time
…required from the Supervisor, Section Head, Laboratory Operations Manager, or program Head/Medical Director to conclude customer service…
Added 20 mins ago
Assistant Supervisor, Operations (TBS)
Brewers Retail Inc
London, ON
We are currently searching for an Assistant Supervisor, Operations reporting to the Manager, DC Operations. This vacancy is a full-time, permanent opportunity. For this role, you will be…
Added 20 mins ago
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CONA Services
Brampton, ON
Manager responsible for architecting and optimizing future field execution by identifying frontline value-creation opportunities and translating field strategy into clear operating models,…
Added 20 mins ago
Manager, Sales Initiatives
CONA Services
Brampton, ON
The Sales Initiatives Manager will be an enabler of system-wide focus on exceeding our customers’ expectations, supported by eﬃcient & eﬀective sales operations. The role will collaborate…
Added 20 mins ago
Manager, Sales Initiatives
CONA Services
Brampton, ON
The Sales Initiatives Manager will be an enabler of system-wide focus on exceeding our customers’ expectations, supported by eﬃcient & eﬀective sales operations. The role will collaborate…
Added 20 mins ago
Manager, Frontline Transformation
CONA Services
Brampton, ON
Manager responsible for architecting and optimizing future field execution by identifying frontline value-creation opportunities and translating field strategy into clear operating models,…
Added 20 mins ago
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Flex Warehouse Person
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- Full-time
…the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our…
Added 20 mins ago
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Administrative Assistant
HealthCareersInSask.ca
Saskatoon, SK
- Full-time
Job Description: The Administrative Assistant is directly accountable to the Manager and Director, First Nations Métis Relations (FNMR) of the Saskatchewan Health Authority (SHA) and…
Added 20 mins ago
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On-Site Solutions Associate
White Cap
Toronto, ON
- Full-time
Coordinates and executes timely set up of new customers in the program environment. Follows up on backorders and pre-packing products.
Added 20 mins ago
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Medical Laboratory Technologist 2- Bilingual
Public Health Ontario
Ottawa, ON
- Full-time
Provides support to supervisor/manager with contract managers to prepare appropriate procurement documentation for procurement of equipment, goods and services e.g., new equipment, new…
Added 20 mins ago
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U-Haul Moving Center General Manager
U-Haul
AB · Edmonton, Alberta
- Full-time
…to manage one of our moving and storage centers. As General Manager you will be responsible for keeping your center profitable and efficient by hiring effective staff, keeping track of…
Added 20 mins ago
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Vendor Conflicts Specialist
Metrolinx
Canada
- Full-time
Works closely with the Manager, Conflicts of Interest on daily basis, providing input into future program and department improvements, identifying COI risks, escalating issues with internal…
Added 20 mins ago
Clinical Resource - Field
Bayshore
Calgary, AB
…Field Resource. This role under the ongoing direction of the Manager of Clinical Practice (MCP), plays a vital role in supporting the coordination, delivery, and evaluation of safe,…
Added 20 mins ago
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Deputy Program Manager (DPM) – Program Enablement
Thales
Ottawa, ON
- Full-time
The DPM – Program Enablement reports directly to the Program Manager, AJISS and works with an extended team collaboratively to deliver systems and processes that enhance and create value…
Added 20 mins ago
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Deputy Program Manager (DPM) – Ship Readiness & Sustainment (Costal/Core)
Thales
Ottawa, ON · Mill Bay, BC · Halifax, NS
- Full-time
The AJISS DPM – Ship Readiness & Sustainment (Costal/Core) reports directly to the Program Manager, AJISS and works with an extended team collaboratively to deliver readiness, sustainment,…
Added 20 mins ago
OR
Retail Field Trainer
OSL Retail Services Inc
Vancouver, BC
- Other
We are seeking a Retail Field Trainer. Reporting Customer Experience Manager, our ideal candidate is responsible for executing and continuously improve training programs that support…
Added 20 mins ago
Kindergarten Manager - AB (MDN)
BrightPath Early Learning & Child Care
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As a Kindergarten Manager, you will establish, evaluate and develop the academic aims and standards of the Kindergarten program, in partnership with the children, staff, parents, and…

Cleveland Clinic

Manager, Clinic Operations & Service Excellence

Toronto, ON, Canada

$90,000 to $100,000 CAD / year · Full-time

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Job details

Pay: $90,000 to $100,000 CAD / year
Job type: Full-time
Apply by: Dec 9, 2026
Experience: 5–8 years of progressive operations or management experience, preferably in an outpatient clinic or healthcare setting.
Posting language: English
Posted: Nov 9, 2026

Original job description

Job Title: Manager, Clinic Operations & Service Excellence

Department: Operations & Patient Experience

Reporting to: Vice President, Operations

Working Type: On Site

Schedule: Monday – Friday, 8.5 hour days

ABOUT CLEVELAND CLINIC

As a global, academic medical centre, Cleveland Clinic has provided world class patient care to people from around the world since 1921. Cleveland Clinic Canada, the Canadian location of the Cleveland Clinic, opened in 2006 and has two locations in downtown and midtown Toronto. Our multi-disciplinary team of clinicians provides a variety to help our patients’ age well and move better. To learn more visit www.clevelandclinic.ca.

GENERAL SUMMARY

The Manager, Clinic Operations & Service Excellence provides day-to-day operational leadership for a large outpatient clinic, ensuring efficient clinic operations and an exceptional patient experience. The role leads the Facilities and Patient Service Representative teams, oversees vendor and facilities relationships, and manages the clinic phone system and patient survey program. Working collaboratively with clinical and support service leaders, the Manager drives service excellence, operational performance, and continuous improvement across the clinic.

PRINCIPLE DUTIES AND RESPONSIBILITIES

Operational Leadership & Site Management

Oversee daily clinic operations, maintaining a consistent on-site presence five days per week.
Ensure operational workflows, systems, and services function effectively to support clinic continuity.
Identify and resolve operational issues, coordinating resources and escalating concerns as appropriate.

Team Leadership

Directly manage Facilities Lead and Patient Service Representative team members.
Lead hiring, onboarding, scheduling, coaching, performance evaluations, and corrective action in partnership with HR.
Foster a culture of accountability, service excellence, and continuous improvement through regular feedback, training, and staff development.

Service Excellence & Performance Management

Oversee front-line service delivery and operational efficiency, ensuring a consistently high-quality experience for patients and visitors.
Monitor operational performance against established KPIs, identify service gaps, and implement improvement plans.
Use data and feedback to evaluate outcomes, address root causes, and drive measurable improvements.

Cross-Functional Collaboration

Build effective working relationships with clinical and operational leaders to coordinate operations and resolve cross-functional issues.
Align teams around shared priorities and facilitate timely communication and resolution of operational concerns.

Vendor & Facilities Management

Serve as the primary operational contact for external vendors and building/property management.
Oversee vendor performance, service agreements, maintenance coordination, and facility-related issues.
Ensure the clinic environment is safe, clean, and well maintained for patients, Caregivers, and physicians.

Phone System Oversight

Oversee phone tree configuration and messaging, partnering with the managed IT service team to implement required changes.
Monitor call volume, abandonment rates, wait times, and other phone performance metrics against established KPIs, implementing improvements as needed.

Patient Survey Program Management

Oversee the patient satisfaction survey platform (Qualtrics) and serve as the primary contact for the external survey vendor, ensuring data integrity and appropriate handling of patient feedback.
Communicate key findings to clinical and operational teams and coordinate follow-up actions to address identified issues.

MINIMUM QUALIFICATIONS

Education and Experience

Bachelor’s degree in healthcare administration, business administration, or a related field, or an equivalent combination of education and experience.
5–8 years of progressive operations or management experience, preferably in an outpatient clinic or healthcare setting.
Demonstrated experience leading and developing front-line teams, including managing through other leaders.
Experience managing vendors, service agreements, and/or facilities.

Knowledge, Skills and Abilities

Strong analytical skills, with the ability to interpret data and drive measurable improvements.
Excellent communication, problem-solving, and relationship-building skills.
Demonstrated accountability, sound judgment, and the ability to prioritize and make timely decisions in a fast-paced environment.
Ability to lead teams, reinforce service standards, and foster a culture of continuous improvement.
Ability to collaborate effectively across clinical, operational, and support service teams.
Experience holding vendors and property management partners accountable for service quality and responsiveness.
Knowledge of patient experience metrics and survey platforms; Qualtrics experience preferred.

The salary range reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidates’ experience, education, training and alignment with the role’s expectations.

Cleveland Clinic Canada is proud to be in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Integrated Accessibility Standards Regulation. Accommodations are available upon request for all aspects of the recruitment process, including the review of job postings. If you require any accommodations, please let us know.

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More about this job

Responsibilities

Lead daily outpatient clinic operations and manage the Facilities Lead and Patient Service Representative teams, including hiring, scheduling, coaching, and performance management. Oversee vendors and facilities, phone system performance, and the patient survey program while using KPIs and feedback to improve service quality and operational outcomes.

Requirements

Requires a bachelor’s degree in healthcare administration, business administration, or a related field, or an equivalent combination of education and experience, plus 5–8 years of progressive operations or management experience. Candidates should have experience leading frontline teams and managing vendors or facilities, along with strong analytical, communication, collaboration, and continuous-improvement skills; Qualtrics experience is preferred.

Skills

Clinic Operations
Team Leadership
Staff Development
Performance Management
Patient Experience
Service Excellence
Operational Improvement
KPI Monitoring
Data Analysis
Vendor Management
Facilities Management
Cross-Functional Collaboration
Problem-Solving
Communication
Patient Survey Management
Qualtrics

Visa sponsorship

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Keywords

Outpatient Clinic
Clinic Operations
Patient Experience
Service Excellence
Facilities Management
Vendor Management
Property Management
Service Agreements
Operational Workflows
Continuous Improvement
Key Performance Indicators
Performance Management
Root Cause Analysis
Phone System
Phone Tree Configuration
Call Volume
Abandonment Rates
Wait Times
Patient Satisfaction Surveys
Qualtrics
Data Integrity
Patient Feedback
Healthcare Administration
Team Development
Cross-Functional Collaboration

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