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Added 29 mins ago
Health Care Aide (PWLCL)
Connecting Care (2000) Inc.
Cold Lake, AB
…well-being of our residents. We offer range of services, including senior living community operations. We enrich the lives of older adults through innovative care models and value-based…
Added 29 mins ago
Health Care Aide (PWLCL)
Connecting Care (2000) Inc.
Cold Lake, AB
…well-being of our residents. We offer range of services, including senior living community operations. We enrich the lives of older adults through innovative care models and value-based…
Added 29 mins ago
Health Care Aide (PWLCL)
Connecting Care (2000) Inc.
Cold Lake, AB
…well-being of our residents. We offer range of services, including senior living community operations. We enrich the lives of older adults through innovative care models and value-based…
Added 59 mins ago
Regional Sourcing Manager (Electronics Lane)
Husky Technologies
Bolton, ON
Full-time
Act as the primary contact and relationship manager while supporting the global strategic sourcing team to develop, prioritize, and execute “in-region” sourcing initiatives that reduce…
Added 1 hour ago
Branch Manager
WGI Group
ON
$90,000 to $125,000 CAD / year
Full-time
Reporting to the Senior Vice President, the Branch Manager has overall responsibility for the performance of the branch, including operations, production, sales and customer relationships,…
Added 1 hour ago
Senior Manager, Event Attraction
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Edmonton, AB
Explore Edmonton is seeking a Senior Manager, Event Attraction to help position Edmonton as a leading destination for high-impact sport and cultural events.
Added 2 hours ago
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Toronto, ON
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Added 4 hours ago
Power Market Sector Lead, Canada
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Full-time
Act as Senior Project Manager or Senior Engineer for power related projects (seller-doer).
Added 4 hours ago
Account Manager - National Programs
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As you demonstrate results, development discussions with the president will focus on readiness for Senior Account Manager or future sales-leadership responsibilities.
Added 6 hours ago
Regional Sourcing Manager (Electronics Lane)
Husky Technologies
Bolton, ON
Full-time
Act as the primary contact and relationship manager while supporting the global strategic sourcing team to develop, prioritize, and execute “in-region” sourcing initiatives that reduce…
Added 8 hours ago
Technical Territory Manager
Can-Seed Equipment
Canada
Full-time
…job. We are looking for a self-driven, competitive Territory Manager who can build long-term customer relationships, understand how a customer's operation makes money, uncover problems and…
Added 12 hours ago
Senior Key Account Operation Executive
Ferrero
Field, BC
Full-time
If you’re looking for a role with variety, this is it. As a Key Account Manager your main focus will be to drive sales development across a number of clients. You’ll work alongside the head…
Added 13 hours ago
Senior Program Manager, Vendor and Scaled Operations
Javelin Venture Partners
ON · Ontario, Canada
Full-time
As a Senior Program Manager, Vendor & Scaled Operations within Thumbtack's Service Operations PMO, you will own our outsourced and scaled delivery model - the strategy, the governance, and…
Added 13 hours ago
Senior Commercial Lines Account Manager
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Toronto, ON
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We are recruiting for a Senior Commercial Lines Insurance Account Manager for a well-established brokerage in the North York, ON area.
Added 14 hours ago
Senior Youth Worker (Leadership)
BGC Ottawa
Ottawa, ON
Full-time
…city. Working closely with the Mentorship Coordinator, the Senior Youth Worker will provide positive leadership to children and youth, facilitate the delivery of L4L evening sessions,…
Added 15 hours ago
B2B Sales Executive
Marcus Evans Group
Pointe-Claire, QC
Full-time
…client relationships. A successful candidate will develop into a Senior Account Executive and then Sales Manager after achieving initial milestones. We recognize excellence and are fully…
Added 15 hours ago
Senior Project Manager
AgileGrid Solutions
Canada
Full-time
We are seeking a highly experienced Senior Project Manager with a strong background in mining to lead and coordinate multidisciplinary engineering teams in delivering complex capital…
Added 17 hours ago
Regional Manager – Engineering Operations and Business Development
ART Engineering Inc.
Toronto, ON · North York, ON
Full-time
The Regional Manager will work closely with ART Engineering’s senior leadership, technical managers, and other regional offices to support company-wide growth and ensure the local office…
Added 17 hours ago
Associate Relationship Manager, Business Banking (Toronto/ GTA)
CIBC
Vaughan, ON
Full-time
You’ll report into the Senior Manager & Team Lead, Business Banking and will work closely with a Relationship Manager, Business Banking to support client origination, relationship and…
Added 18 hours ago
Preventive Medicine (Public Health Services)
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Kingston, ON
Full-time
Calian is proud to continue a long-standing contractual relationship with the Department of National Defence (DND) to provide healthcare services to the Canadian Armed Forces. Through the…
Added 18 hours ago
Manager, Accounting and Bookkeeping
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Toronto, ON
Full-time
As Manager, you will play a key role in leading client engagements, supporting and developing our skilled FIT team, and maintaining a consistently high standard of service. With support…
Added 18 hours ago
Supervisor of Financial Services
City of Winnipeg
Winnipeg, MB
Full-time
Under the direction of the Manager of Finance, the Supervisor of Financial Services is responsible for the day-to-day provision of finance-related services for the Assets and Project…
Added 18 hours ago
Field Service Technician
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Victoria, BC
Full-time
Field Service Technician / Senior Field Representative, Technology Services – Victoria
Added 19 hours ago
Technical Recruiter (6 month contract)
Salesforce Partner Canada
Toronto, ON
Contract
Strong communicator and relationship builder who earns trust quickly with both candidates and senior technical leaders
Added 20 hours ago
General Manager - Fenestration
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As the General Manager you will be responsible of overseeing the growth of Fenestration Business in existing and new markets. Under the supervision of Vice President of Specialized…

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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