Find work in Canada.

325,877 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 6 mins ago
Senior Manager, Fund Accounting, Private Markets
MUFG Investor Services
Toronto, ON
$105,000 to $154,000 CAD / year
Full-time
…largest public and private funds, providing asset servicing and operational solutions built for alternatives. With over $1 trillion in client assets under administration, we offer fund…
Added 6 mins ago
EQXJP00005587 - Project and Program Senior Manager_CAN
Equinix
Toronto, ON
Contract
The Senior Project Manager is responsible for leading and executing a portfolio of high-impact xScale Finance projects across joint ventures, mergers & acquisitions, and capital markets…
Added 6 mins ago
Director of Operations
Northgate Industries Ltd./Northgate Modular
AB · Greater Edmonton Metropolitan Area
Full-time
…construction. From initial design and planning through manufacturing, delivery and installation, we provide complete modular building…
Added 37 mins ago
Manager, GO/LRT
Ontario Public Service Leadership | Leadership dans la fonction publique de l’Ontario
Toronto, ON
$110,638 to $155,942 CAD / year
Full-time
Transit investments are transforming how Ontarians live, work, and connect. As Manager, GO/LRT, you will lead a team responsible for advancing complex, high-profile transit-oriented…
Added 37 mins ago
Senior Director - Enterprise Performance, Evaluation and Strategic Initiatives
Durham Community Health Centre
Whitby, ON
Internship
As a member of the Executive Leadership Team and strategic advisor to the CEO, the Senior Director provides enterprise leadership across strategy execution, performance intelligence,…
Added 37 mins ago
Senior Director - Enterprise Performance, Evaluation and Strategic Initiatives
Durham Community Health Centre
Pickering, ON
Internship
As a member of the Executive Leadership Team and strategic advisor to the CEO, the Senior Director provides enterprise leadership across strategy execution, performance intelligence,…
Added 37 mins ago
Senior Director - Enterprise Performance, Evaluation and Strategic Initiatives
Durham Community Health Centre
Oshawa, ON
Internship
As a member of the Executive Leadership Team and strategic advisor to the CEO, the Senior Director provides enterprise leadership across strategy execution, performance intelligence,…
Added 37 mins ago
Senior Director - Enterprise Performance, Evaluation and Strategic Initiatives
Durham Community Health Centre
Ajax, ON
Internship
As a member of the Executive Leadership Team and strategic advisor to the CEO, the Senior Director provides enterprise leadership across strategy execution, performance intelligence,…
Added 38 mins ago
Senior Manager, Loyalty Acquisition
Scotiabank
Toronto, ON
Owns the strategy, design and delivery of the Scene+ engagement program for Scotiabank clients - using loyalty as a commercial lever to drive profitable client behaviours (primacy, spend,…
Added 38 mins ago
Senior Manager, Performance Analytics & Insights
Scotiabank
Toronto, ON
The Senior Manager, Performance Analytics & Insights is responsible for leading the Performance Intelligence function within Strategic Investment & Performance Management (SIPM) for…
Added 38 mins ago
Senior Director - Enterprise Performance, Evaluation and Strategic Initiatives
Durham Community Health Centre
Oshawa, ON
As a member of the Executive Leadership Team and strategic advisor to the CEO, the Senior Director provides enterprise leadership across strategy execution, performance intelligence,…
Added 38 mins ago
Senior Director - Enterprise Performance, Evaluation and Strategic Initiatives
Durham Community Health Centre
Whitby, ON
As a member of the Executive Leadership Team and strategic advisor to the CEO, the Senior Director provides enterprise leadership across strategy execution, performance intelligence,…
Added 38 mins ago
Senior Director - Enterprise Performance, Evaluation and Strategic Initiatives
Durham Community Health Centre
Pickering, ON
As a member of the Executive Leadership Team and strategic advisor to the CEO, the Senior Director provides enterprise leadership across strategy execution, performance intelligence,…
Added 38 mins ago
Senior Director - Enterprise Performance, Evaluation and Strategic Initiatives
Durham Community Health Centre
Ajax, ON
As a member of the Executive Leadership Team and strategic advisor to the CEO, the Senior Director provides enterprise leadership across strategy execution, performance intelligence,…
Added 1 hour ago
Human Resources Manager
Sprung Studios - UX-UI Design
Vancouver, BC
Full-time
Sprung Studios is looking for an HR Manager to join our team in Vancouver.
Added 1 hour ago
Director of Care
Optima Living
Red Deer, AB
Reporting to the General Manager, the Director of Care leads and oversees the delivery, quality, and coordination of resident care, ensuring compliance with regulatory standards and…
Added 1 hour ago
Manager, Community Safety Wellbeing & Project Management
Toronto Community Housing
Toronto, ON · North York, ON
Full-time
…work at a TCHC work location is flexible, while considering operational and service delivery…
Added 1 hour ago
Director, Operational Planning
York Region (The Regional Municipality of York)
Newmarket, ON
$168,725 to $198,450 CAD / year
Full-time
Reporting to the General Manager, Paramedic & Seniors Services, is responsible for the oversight of program planning and operational policy development for the branch including the…
Added 1 hour ago
Manager, Application Delivery
Wawanesa Insurance
Toronto, ON · AB · Winnipeg, MB · Kitchener, ON · Vancouver, BC · Calgary, AB · North York - Toronto, ON (Hybr, ON · Edmonton, AB (Hybrid), AB
…enhancement of systems and applications. This role leads application delivery within Commercial Lines and Claims, providing AI and Guidewire solutions that benefit Wawanesa’s commercial…
Added 1 hour ago
Mortgage Specialist
BMO
Surrey, BC
Full-time
Supports the delivery of targeted marketing programs, promotions, and other initiatives.
Added 1 hour ago
Decision Support Analyst
City of Vancouver
Vancouver, BC
The analysis considers operational, financial, resource and service-delivery implications and supports recommendations to managers and senior leaders.
Added 2 hours ago
Manager, Operations Process Engineering
RBC
Toronto, ON
Full-time
As the Manager of Operations Process Engineering, you will act as a lead and critical contributor to Technology & Enterprise Operations’ (TEO) transformation programs to meet our core goals…
Added 2 hours ago
Senior Manager, Data Product Manager
Scotiabank
Toronto, ON
The Senior Manager – Data Product Manager leads the strategy, lifecycle and value realization of data products and shared data capabilities for International Banking. Reporting to the…
Added 2 hours ago
Support Analyst
BMO
Toronto, ON · YNG
Full-time
This role is responsible for providing administrative, operational, and project coordination support to the Product Design & Delivery team. The successful candidate will work closely with…
Added 2 hours ago
Manager, Operations Process Engineering
Royal Bank of Canada
Toronto, ON
Full-time
As the Manager of Operations Process Engineering, you will act as a lead and critical contributor to Technology & Enterprise Operations’ (TEO) transformation programs to meet our core goals…

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