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Added 45 mins ago
Network and Systems Specialist
JENOPTIK AG
Barrie, ON
Prodomax Automation Ltd. is currently seeking a NETWORK AND SYSTEMS SPECIALIST to join our team.
Added 45 mins ago
Network and Systems Specialist
JENOPTIK AG
Barrie, ON
Prodomax Automation Ltd. is currently seeking a NETWORK AND SYSTEMS SPECIALIST to join our team.
Added 1 hour ago
Data Entry Specialist, Entry Level
Jobright.ai
Canada
Full-time
…route to the best job outcomes. The Entry-Level Data Entry Specialist will help maintain accurate and reliable job, company, and operational data by entering, reviewing, organizing, and…
Added 2 hours ago
Physical Medicine and Rehabilitation
Health Match BC
New Westminster, BC
Full-time
Are you a sports medicine specialist and seeking a balanced, supportive, and modern work environment? We invite you to be part of our growing practice at our New Westminster location!
Added 2 hours ago
Senior Analyst Accountant
National Bank of Canada
Montreal, QC
Full-time
…Performance team at National Bank means acting as an accounting specialist for the disclosure of results and balance sheet information for a growing sector. This role allows you to have a…
Added 3 hours ago
Fulfillment Specialist
Draganfly Inc.
Burnaby, BC
Full-time
We are looking for an enthusiastic and energetic Fulfillment Specialist to join our team. The Fulfillment Specialist is responsible for processing work orders, locating and preparing…
Added 3 hours ago
Freight Rate Specialist
Nishan Transport Inc
Mississauga, ON
Full-time
The Freight Rate Specialist is a full-time, on-site role based in Mississauga, ON. This role is responsible for analyzing freight costs, preparing rate quotations, and maintaining…
Added 3 hours ago
CAN Driver
FedEx Canada
Kamloops, BC
Full-time
The requirement of DG specialist is dependent upon station size and location. Senior Management (MD level) has the right to override these requirements as it sees fit.
Added 3 hours ago
Email Program Manager
Chartered Professional
Toronto, ON
Full-time
…teams and business stakeholders, you will oversee campaign operations, support channel governance and best practices, and serve as the organization's subject matter expert for email and…
Added 6 hours ago
Spécialiste en acquisition de talents // Talent Acquisition Specialist
Smardt
Dorval, QC
Full-time
At SMARDT, a global leader in energy-efficient chiller technology, we’re looking for a Talent Acquisition Specialist to join our growing HR team and help us meet the recruitment needs of…
Added 7 hours ago
Customer Success Solutions Specialist
Teltoo (Acquired by Haivision)
Success, SK
Full-time
…outstanding post-sale experience, from onboarding through day-to-day operations and product support. Through hands-on guidance and proactive engagement, the CSE enables customers to…
Added 7 hours ago
Data Entry Specialist, Entry Level
Jobright.ai
Canada
Full-time
…route to the best job outcomes. The Entry-Level Data Entry Specialist will help maintain accurate and reliable job, company, and operational data by entering, reviewing, organizing, and…
Added 9 hours ago
Spécialiste en acquisition de talents
Smardt
Dorval, QC
Full-time
At SMARDT, a global leader in energy-efficient chiller technology, we’re looking for a Talent Acquisition Specialist to join our growing HR team and help us meet the recruitment needs of…
Added 11 hours ago
Creative Project Specialist [AQ-19672]
Aquent
Toronto, ON · Scarborough, ON
$29 to $35 CAD / hour
Contract
3–5 years of experience in creative services, project management, traffic management, or creative operations.
Added 11 hours ago
M.L.T. Charge - Quality
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
Full-time
Provides oversight to Laboratory Technicians for day-to-day operations.
Added 13 hours ago
CRM and Digital Marketing Specialist
Kia Canada
Mississauga, ON
Full-time
The CRM & Digital Marketing Specialist will develop and maintain Digital marketing initiatives, with an emphasis on increased brand awareness, sales, and resultant profits for Kia Canada…
Added 17 hours ago
Olive Garden - To Go/EXPO Specialist
Recipe Unlimited
Vaughan, ON
As a To Go (takeout)/Expo Specialist, you recognize that people’s lives are busy, and guests safely picking up food to-go has become even more important. You also communicate clearly with…
Added 17 hours ago
Events & Service Desk Coordinator
Ricoh
Burnaby, BC
Full-time
Provide on-site support to the Workplace Specialist, Events Manager, and Ricoh Site Manager for programs, services, meetings, and events. Take ownership of signage and graphics, including…
Added 18 hours ago
Signature Programs Specialist
Canadian Cancer Society
Calgary, AB
$52,000 to $56,000 CAD / year
Full-time
The Signature Programs Specialist will provide year-round support to our Run for the Cure program. The CIBC Run for the Cure is Canada’s largest, single-day, volunteer-led event in support…
Added 18 hours ago
Customer Service Specialist
Transx Ltd
Guelph, ON
$50,000 to $60,000 CAD / year
Full-time
TransX Ltd has an exciting opportunity for a Customer Service Representative (CSR) to join our Operations Department. Reporting directly to the Customer Service Manager, the CSR is…
Added 18 hours ago
Accounting Specialist - Level 2
Transx Ltd
Rosser, MB
Full-time
The TransX Group of Companies has an exciting opportunity for an Accounting Specialist – Level 2 to join our Yield & Financial Planning department in Winnipeg. Reporting to the Financial…
Added 18 hours ago
HACCP & CTPAT/PIP Specialist
Transx Ltd
Calgary, AB · Rosser, MB
Full-time
The HACCP and CTPAT/PIP Specialist is responsible for developing, implementing, and maintaining food safety (HACCP) and supply chain security (CTPAT/PIP) programs to ensure compliance with…
Added 18 hours ago
Senior Revenue Operations Specialist
RevOps Report
Richmond, BC
Full-time
This is a Senior Revenue Operations Specialist position at Toast. Visit the company website for full job details and requirements.
Added 18 hours ago
CS Operations & Onboarding Specialist
RevOps Report
Montreal, QC
Full-time
This is a CS Operations & Onboarding Specialist position at Maximizer. Visit the company website for full job details and requirements.
Added 18 hours ago
Project Technician – Tier 3 Network & Infrastructure Specialist
MSP OPERATIONAL CORP
Guelph, ON · London, ON
$90,000 to $100,000 CAD / year
…to grow, we are seeking a Project Technician – L3 Networking Specialist to join us in creating innovative technology solutions that will shape the future of modern work for our…

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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