Manager, Care Operations

# 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, . All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.