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Added 21 mins ago
CRM and Digital Marketing Specialist
Kia Canada
Mississauga, ON
Full-time
…Digital marketing initiatives, with an emphasis on increased brand awareness, sales, and resultant profits for Kia Canada Inc. The incumbent will be responsible for helping to turn ideas…
Added 51 mins ago
Manager, Collections
Rogers Bank
PE · Bloomfield Station, PE
Full-time
15-minute phone screen with your recruiter, an interview with Hiring Manager, a final round virtual interview with Director of the team. Best of luck!
Added 51 mins ago
Manager, Collections
Rogers Bank
Charlottetown, PE
Full-time
15-minute phone screen with your recruiter, an interview with Hiring Manager, a final round virtual interview with Director of the team. Best of luck!
Added 51 mins ago
Manager, Collections
Rogers Bank
Kincardine, ON
Full-time
15-minute phone screen with your recruiter, an interview with Hiring Manager, a final round virtual interview with Director of the team. Best of luck!
Added 51 mins ago
Manager, Collections
Rogers Bank
Dartmouth, NS
Full-time
15-minute phone screen with your recruiter, an interview with Hiring Manager, a final round virtual interview with Director of the team. Best of luck!
Added 51 mins ago
JUNIOR ASSISTANT MANAGER
Boutique La Vie En Rose
Mascouche, QC
As a member of the management team, you will support the assistant manager and manager in achieving sales goals, maintaining our company standards and motivating your team to excel.
Added 51 mins ago
MANAGER
Boutique La Vie En Rose
Terrebonne, QC
Under the supervision of the regional sales manager, you will be responsible for making sure the store runs smoothly and that your team provides the best possible customer service. Your…
Added 51 mins ago
JUNIOR ASSISTANT MANAGER
Boutique La Vie En Rose
Terrebonne, QC
As a member of the management team, you will support the assistant manager and manager in achieving sales goals, maintaining our company standards and motivating your team to excel.
Added 1 hour ago
Retail Shift Leader
Canna Cabana
Bonnyville, AB
Part-time
Oversee the responsibilities of the Store Manager in the absence of SM or ASM
Added 1 hour ago
District Sales Manager - Door-To-Door (Telecom)
Acosta
Vaughan, ON
Full-time
We’re looking for passionate, outgoing individuals to join our Bell Canada neighbourhood marketing team as a Bell District Manager.
Added 2 hours ago
FT Sales Manager
Michaels Stores
Lethbridge, AB
Full-time
Store - LETHBRIDGE, ABThe Sales Manager leads and champions a high-performing selling culture across the store, driving strong sales results and an engaging customer experience. This role…
Added 2 hours ago
Bilingual Customer Support Representative, BMO Insurance
BMO Insurance
NT · Northwest Territories, Canada
Full-time
Be part of a brand new, fast-growing team with strong support from one of Canada’s leading financial institutions.
Added 3 hours ago
Sales Associate
Staples Retail
Fort St. John, BC
Part-time
Ensure operational excellence and uphold store brand standards.
Added 3 hours ago
Client Advisor
RBC
Windsor, NS
Part-time
…solutions to their individual needs. You will champion the RBC brand and drive business by supporting new client acquisition and deepening existing relationships. If you have the…
Added 3 hours ago
Full Time Sales Manager
Michaels Stores
Winnipeg, MB
Full-time
Store -WINNIPEG - SOUTHEAST, MBThe Sales Manager leads and champions a high-performing selling culture across the store, driving strong sales results and an engaging customer experience.…
Added 3 hours ago
Store Associate
The Salvation Army Canada and Bermuda Territory
Winnipeg, MB · Crestview Thrift Store
Part-time
Internal: Store Manager, Corps Officer(s), volunteers, staff
Added 4 hours ago
Store Manager- Heartland Town Centre
GEOX
Mississauga, ON
Full-time
We are seeking an enthusiastic and experienced Store Manager to oversee all aspects of our store operations. As a Store Manager, you will play a key role in driving sales, ensuring…
Added 4 hours ago
Senior Manager, Organic Growth
Mistplay
Toronto, ON
$120,000 to $165,000 CAD / year
Full-time
Mistplay is seeking a strategic and hands-on Senior Manager of Organic Growth to help build and scale the organic acquisition engine for our fast-growing rewarded gaming platform. This…
Added 4 hours ago
Marketing Journey Developer
BMO
Toronto, ON · YNG
Full-time
Monitors compliance with policy, brand standards and design system standards, escalates as required.
Added 4 hours ago
Front of House Manager
Boston Pizza
Grande Prairie, AB
Full-time
A Front of House Manager at Canada's leading casual dining restaurant, Boston Pizza, assists the General Manager with the Restaurant’s daily operations. This includes supporting the…
Added 4 hours ago
Store Manager - BOSS Store, Chinook
HUGO BOSS Canada, Inc.
Calgary, AB
Other
Become a brand ambassador and be part of a team that works with passion, ambition and expertise to create excellent customer experiences. Be among the first to bring our collections from…
Added 4 hours ago
Assistant Store Manager - BOSS Outlet, Cross Iron Mills
HUGO BOSS Canada, Inc.
Rocky View, AB
Other
Become a brand ambassador and be part of a team that works with passion, ambition and expertise to create excellent customer experiences. Be among the first to bring our collections from…
Added 4 hours ago
ECH - Manager, Marketing (12-Month Contract)
The Employee Experience Team
Vaughan, ON
…growth through effective marketing strategies and ensuring brand visibility while maximizing customer acquisitions and retention efforts. This role is a 12-month…
Added 5 hours ago
Regional Manager (Food Service)
Bento Sushi
Ottawa, ON
Up to $60,000 CAD / year
Full-time
The Franchise Regional Manager will oversee the operations of franchise stores within a designated region in Ottawa. This role ensures that franchisees meet Bento's operational standards,…
Added 5 hours ago
Breakthru Beverage Canada | Gestionnaire de territoire – Grand Montréal
A3 - Les agences de vins, bières et spiritueux
Montreal, QC
Contract
As a Territory Manager, you will be responsible for meeting or exceeding pre-determined service expectations while promoting product and fulfilling route management objectives. Through…

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

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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.

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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

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