Find work in Canada.

332,134 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 12 mins ago
Assistant Manager, Warehouse
Apotex
Toronto, ON · North York, ON
$72,284.85 to $101,198.79 CAD / year
…cut-off times and maintain 100% "On Time and In Full" (OTIF)…
Added 12 mins ago
Managing Consultant, Project Manager (Environmental)
ERM
Whitehorse, YT · Vancouver, BC · Calgary, AB
$91,300 to $137,400 CAD / year
Full-time
…social, and risk considerations at the forefront. As a Project Manager, Capital Project Delivery, you’ll provide essential leadership support, ensuring that high-profile, multistakeholder…
Added 42 mins ago
Senior Manager Cyber Cloud Security and AI
PwC
Toronto, ON · Ottawa, ON · Vancouver, BC · Calgary, AB
Full-time
As a Senior Manager Cyber Cloud Security and AI, unlock your potential and embrace the chance to drive meaningful outcomes that’ll elevate your career. Your role will include, but isn’t…
Added 57 mins ago
Distribution Services Clerk, AVP Strategy Enterprise Comm
University of Calgary
Calgary, AB
Full-time
…departments/faculties: shipping and receiving, mail and freight delivery, equipment disposal, confidential document pick-up and disposal and issuance of controlled stores commodities…
Added 57 mins ago
Manufacturing Engineering
Dometic
Vancouver, BC
$77,000 to $96,000 CAD / year
Full-time
…Manufacturing Engineer. This position reports to Operations Engineering Manager and will work in Vancouver,…
Added 57 mins ago
Operations Manager
Dometic
Vancouver, BC
$90,000 to $115,000 CAD / year
Full-time
As Operations Manager of the Vancouver team, you will be overseeing the tactical activities of assembly production within the facility. Responsible for leading and coordinating the delivery…
Added 57 mins ago
Social Worker, South Asian Shapedown Program
Fraser Health Authority
Langley (District), BC · City of Langley, BC
$44.85 to $56.02 CAD / hour
Other
Reporting administratively to the Manager, Clinical Operations and clinically to the Practice Leader at the site, the Social Worker South Asian Shapedown Program provides comprehensive…
Added 1 hour ago
Manager, Construction Services
The City of Guelph
Guelph, ON
Other
Resumes are being accepted for the position of Manager, Construction Services within the Engineering and Transportation Services Department. Reporting to the General Manager/City Engineer,…
Added 1 hour ago
Box Office Event
Mount Royal University
Calgary, AB
Part-time
Providing reports to presenters or the manager for review
Added 1 hour ago
Theatre Liaison
Mount Royal University
Calgary, AB
Full-time
…presenter and artist experience. Theatre Liaisons report to the Manager through show reports and at the end of each…
Added 1 hour ago
Station Coordinator
Mount Royal University
Calgary, AB
Full-time
Experience as a leader (keyholder, shift manager, any management) is a huge asset.
Added 1 hour ago
Clinical Educator - Southwest Ontario
Extendicare
Burlington, ON
Full-time
Reporting to the Senior Manager of Clinical Education, the Clinical Educator partners with home and regional leaders as well as frontline teams to deliver standardized, evidence-informed…
Added 2 hours ago
Senior Manager, Back-End Development
Royal Bank of Canada
Toronto, ON
Full-time
Active Learning, Agile Methodology, Application Integrations, Detail-Oriented, Emerging Technologies, Enterprise Application Delivery, Group Problem Solving, Programming Languages, Software…
Added 2 hours ago
Parts Counter Sales Representative
Manufacturing Job Site
Moncton, NB
Full-time
Responsible for selling, receiving, and delivery of parts and accessories. In addition performs in-store customer service, overall organizational promotion, and stocking duties.
Added 2 hours ago
Lead Embedded Banking Program Information Technology (IT) Manager
HSBC
Toronto, ON
Full-time
As an Embedded Banking Program Information Technology (IT) Delivery Manager you will own enterprise-scale technology delivery for embedded banking solutions spanning complex partner…
Added 2 hours ago
Human Resources Advisor
EFW Radiology
Calgary, AB
Full-time
Reporting to: This position directly reports to the Manager of Human Resources.
Added 2 hours ago
Senior Consultant - GCP Cloud Infrastructure Architect
Deloitte
Toronto, ON
Full-time
Lead 2–4 engineers on the delivery team and mentor client platform teams for long-term self-sufficiency.
Added 2 hours ago
Senior Consultant - GCP Data & AI Architect
Deloitte
Toronto, ON
Full-time
Architect and lead delivery of modern data platforms on Google Cloud - data lakes, lakehouses, and warehouses built on BigQuery, Dataproc, Dataflow, Cloud Storage, and Pub/Sub.
Added 2 hours ago
Senior Project Manager, Transportation Infrastructure – Project Delivery
Parsons Corporation
Burnaby, BC
Full-time
Parsons is looking for an amazingly talented Senior Project Manager, Transportation Infrastructure – Project Delivery to join our team!
Added 3 hours ago
Technical Analyst, Database
Michael Garron Hospital
Toronto, ON
Full-time
Reporting to the IT Manager – Technical and Client Services, the Technical Analyst is responsible for the effective provisioning, installation, configuration, operation, security, access…
Added 3 hours ago
Senior Azure engineer
Manx Telecom Enterprise
Permanent North American Gaeltacht, ON
Full-time
Vacancy Name Senior Azure engineer Vacancy No VN878 Function Syn - Delivery & Operations Work Location Isle of Man or United Kingdom Basis Permanent Full Time/Part Time Full time Employment…
Added 3 hours ago
Assistant Manager, Enterprise Platform Administration & Enablement
Carleton University
Ottawa, ON
Other
…collaboration, and cloud platforms that support Enterprise Application and digital solution delivery. This role ensures that platforms such as Microsoft Power Platform, Microsoft Fabric,…
Added 3 hours ago
Customer Marketing Manager - eCom
Molson Coors
Toronto, ON
Temporary
In the role of eCommerce Customer Marketing Manager working in Toronto, ON, you will be part of the Omnichannel Digital team, nested in our Strategy and Capabilities function. The CMM will…
Added 3 hours ago
Pharmacy Assistant Communications - Express Scripts Canada
The Cigna Group
Mississauga, ON
Full-time
A thorough understanding of quality assurance and delivery of service excellence
Added 3 hours ago
Lead Apprenticeship, Training
Glencore
Sparwood, BC
$123,000 to $144,000 CAD / year
Full-time
Reporting to the Manager, Training & Development, the Lead Apprenticeship, Training professional leads EVR's Heavy Duty Equipment Technician (HDET) Apprenticeship Program, combining…

Tonal

Manager, Care Operations

Remote, Canada

Pay: $95,000 to $120,000 CAD / year
Job type: Full-time
Workplace: Remote
Experience: You have 5+ years of experience in Customer Care, Customer Support, or Contact Center Operations, including 2+ years leading teams, vendors, or outsourced operations.
Posting language: English
Posted: Sep 25, 2026

Apply About employer

Applications open in a new tab.

Original job description

Overview

Tonal Care runs seven days a week across an in-house Toronto team and an outsourced partner operation. The Manager, Care Operations owns how that operation performs day to day.

You will own daily delivery across all tiers, the operational relationship with our outsourced partner, and the staffing and capacity plans that keep service levels intact. You will lead a Team Lead and a team of Customer Experience Specialists, each of whom owns one or two lines of business, and you will work the queue yourself when coverage requires it.

This is a hands-on, player/coach, operating role. You set the standard, work within it, and hold the operation to it.

What You Will Do

Daily Delivery

Act as a player-coach during the initial phase, spending dedicated time working directly in the queue alongside specialists to model best practices, coach in real time, and establish baseline workflows
Own daily delivery across all tiers, setting service levels, coverage models, and workflow standards that hold consistent delivery across phone, email, chat, and video.
Own the daily, weekly, and monthly plans for SLA, CSAT, Average Handle Time, and First Contact Resolution, and be accountable for hitting them.
Identify performance trends, operational risks, and root causes, and build the action plans that close the gap.
Lead regular performance reviews and operational business reviews with internal stakeholders and partner leadership.
Support incident and volume management during elevated contact periods, product issues, launches, and other business disruptions.
Work the queue yourself when coverage requires it - absences, PTO, peak volume, or an uncovered line of business. You are the final backstop on coverage.
Translate operational data into clear insights and recommendations for Care leadership.

Outsourced Partner Performance

Serve as the day-to-day operational point of contact for Tonal’s outsourced partner, managing performance through their team leads and supervisors.
Hold partner leadership accountable to agreed KPIs, SLAs, quality standards, staffing commitments, and Tonal’s brand voice.
Run weekly performance reviews with partner teams.
Report weekly to our Logistics, Field Operations, and Care Leadership team across all Care Operations metrics.
Partner with their leadership on performance improvement plans, staffing strategies, coaching opportunities, and operational readiness.
Monitor partner staffing, attrition, attendance, and utilization to catch capacity risk before it reaches Members.
Make sure partner teams are aligned to Tonal policies, workflows, and operating standards, and are prepared for new programs, product changes, and launches.
Escalate to the Senior Manager, Care Operations when partner performance issues cannot be resolved at the working level. Contract terms, rates, and renewals sit with the Director of Care Operations.

Staffing and Capacity

Own workforce planning with partner Workforce Management and Tonal analytics, setting capacity and staffing models against forecast demand and adjusting intraday to protect service levels.
Plan coverage across the full seven-day operating window, including weekends, holidays, and peak periods.
Own the volume, staffing, and partner utilization assumptions that feed Care’s operating budget.
Monitor forecast accuracy and adjust staffing assumptions based on actual contact volume, productivity, shrinkage, and service-level performance.
Ensure schedules keep the teams at a sustainable working load rather than at full utilization, so there is room to absorb spikes and absences.

Team Leadership

Lead and develop the team through the Team Lead and senior specialists, owning performance calibration, coaching, career development, and coverage planning.
Make sure every line of business has a named owner, that the assignment is understood, and that owners are held to how their domain performs.
Be accountable for the escalations programme. Specialists and the Team Lead resolve individual escalations; you own how the programme performs and where it needs to change.
Sit in the health, safety, and legal escalation chain: Specialist → Team Lead → Manager, Care Operations → Senior Manager, Care Operations → Director, Care Operations.
Ensure clear ownership and communication on sensitive, complex, or high-risk Member situations.
Monitor escalation trends to surface recurring Member pain points, and work with the frontline to reduce avoidable escalations and lift first contact resolution.

Process and Partnership

Translate the operating plan set with the Senior Manager, Care Operations into daily execution, and own that execution.
Work with the Care Enablement team to identify knowledge gaps and roll out new troubleshooting SOPs, training, and tool updates to the front line.
Coordinate with Logistics and Field Operations to deliver a seamless end-to-end experience for both specialists and Members.
Simplify workflows to reduce Member effort, improve specialist efficiency, and remove unnecessary operational friction.
Represent Care Operations in cross-functional initiatives and launches, and support the rollout and adoption of new tools, processes, and support programs.

Coverage and Schedule

Tonal Care operates seven days a week, 9:00 AM to 10:00 PM EST. This is a hands-on leadership role and the coverage expectations come with it:

You and your team may be required to work weekends, holidays, and after hours as coverage requires. You and your team’s schedule will shift with the needs of the operation.
Your team will carry on-call responsibility for incidents, outages, product issues, and elevated volume periods.
Priorities change during the day. Peak season, launches, and product escalations will change what a day looks like.

Who You Are

You have 5+ years of experience in Customer Care, Customer Support, or Contact Center Operations, including 2+ years leading teams, vendors, or outsourced operations.
You are operationally minded and move comfortably between the operating plan and the queue. You set the standard, then hold the operation to it.
You have managed operational KPIs and used data to find and fix performance problems. You don’t just report numbers - you understand the why behind them and change process, staffing, or enablement to move the trend.
You are an empathetic coach who knows how to motivate a team and can turn complex data into feedback a specialist can act on.
You have handled complex escalations and high-impact customer situations, and you are comfortable navigating gray areas and making quick, sound decisions when they arise.
You have strong vendor and stakeholder management skills, and can influence partners who don’t report to you.
You are technically savvy and proficient in CRM and support tooling, with an understanding of how backend systems shape the frontline experience.
You prioritize influence over authority, earning the trust of your team and stakeholders to drive results through collaboration rather than mandate.
You are comfortable operating in a fast-moving environment with changing priorities and evolving processes.

Why You Will Love Working at Tonal

You will own the operating model for a Care organization that is scaling across channels and lines of business
Competitive compensation package, benefits, and Tonal product perks
Collaborative, mission-driven team with a passion for redefining strength training

At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We don’t just appreciate differences, we celebrate them, and we always seek people that represent a wide variety of backgrounds. We’re dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what we’re looking for (even if you don’t check every single box), send us your application. We would love to hear from you!

Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration, and equality of opportunity. Should you have any accommodation requests, please reach out to us via our confidential email, accessibility@tonal.com. All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.

Apply About employer

More about this job

Responsibilities

The Manager, Care Operations oversees daily service delivery, staffing, and capacity planning across an in-house and outsourced team. They act as a player-coach to model best practices, manage vendor performance, and ensure operational KPIs are met.

Requirements

Candidates must have at least 5 years of experience in customer support or contact center operations, including 2 years in a leadership or vendor management role. Proficiency in CRM tools, data-driven performance management, and the ability to work flexible hours including weekends and holidays is required.

Skills

Customer care
Contact center operations
Team leadership
Vendor management
Workforce planning
Data analysis
Performance management
Escalation management
SLA management
Capacity planning
Stakeholder management
CRM
Support tooling
Operational strategy
Coaching
Process improvement

Benefits

Tonal product perks

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Contact Center Operations
Workforce Management
SLA
CSAT
Average Handle Time
First Contact Resolution
Vendor Management
CRM
Capacity Planning
Performance Reviews
Operational Readiness
Escalation Management
Staffing Models
KPIs
Process Improvement
Cross-functional Collaboration
Incident Management
Operational Data
Support Tooling

Report this job