Service Operations Manager (Virtual Care)

Job description

**Build better healthcare together** Maple’s purpose is to meet the world's healthcare needs. We’re Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we’re proud that over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care. We enable people to take control of their health and push the boundaries of what’s possible every day. **Bold minds. Big impact.** A career at Maple is about making an impact. We empower bold thinking, surround you with an inspiring team and are driven by a motivating purpose. Here, you’ll do work that changes lives — including your own. ### The role We're looking for a Service Operations Manager to join our Clinical and Customer Support Operations (CCSO) department. This is an individual contributor role within the CCSO Centre of Excellence, focused on designing, implementing and scaling high-quality virtual care services across Maple's platform. You'll operate at the intersection of clinical operations and product—translating service strategy into scalable workflows and driving the successful rollout of new features and programs. You'll be a key driver of execution across CCSO initiatives, ensuring service delivery is operationally sound, ready for our network of practitioners, and aligned with where the organization is going. This role is ideal for a systems thinker and builder—someone who enjoys solving complex operational problems and bridging strategy and execution in a fast-paced healthtech environment. ### Your responsibilities *As the Service Operations Manager, you will:* - Translate service models and product features into scalable workflows, SOPs and practitioner-facing processes - Support implementation and rollout of new services and features—including AI-enabled tools—making sure operations are ready and adoption goes smoothly - Drive alignment across cross-functional teams to keep patient and practitioner experiences consistent and high-quality - Help build the strategy to scale CCSO service delivery across primary care and care programs, partnering with Provider Network Operations (PNOps), Customer Support (CS) and Care Delivery Operations (CDO) on execution - Run regular workflow audits and iterative launch cycles to spot opportunities to improve efficiency, quality and experience - Monitor adoption, satisfaction and performance metrics for services and features—and turn insights into continuous improvement initiatives - Bring practitioner, patient and partner feedback into service design and iteration—you'll be the voice of both the practitioner and the customer in the room - Facilitate cross-functional planning, ideation workshops and the synthesis of operational insights to guide prioritization decisions - Help build out the interoperability roadmap by scanning the health tech landscape and recommending product enhancements that improve data exchange and care continuity ### What success looks like **In your first 90 days,** you'll build a strong understanding of Maple's current service models, workflows and product ecosystem. You'll establish relationships with key cross-functional partners, start contributing to active service design and rollout initiatives, and begin executing key components of the CCSO product roadmap—leading end-to-end rollout of new workflows and features and standing up the metrics and feedback loops needed to evaluate service performance. **Over the next 12 to 18 months,** you'll drive measurable improvements in service adoption, satisfaction and operational efficiency, and play a key role in scaling new and existing services across our B2C and B2B channels. You'll inform the product roadmap for the rest of 2026 with a focus on quality of care, partner closely with Provider Network Operations to evolve our practitioner engagement strategy and contribute to the long-term direction of the Service Excellence function. ### What you bring - Three or more years of experience in healthtech, consulting, operations or service design and implementation roles - A track record of executing cross-functional initiatives from concept to rollout - Strong systems thinking, with the ability to design and improve complex workflows - Strong analytical and business acumen—you can turn data insights into operational and service improvements that actually move the needle - Experience translating business, clinical or technical requirements into operational processes - A proven ability to manage multiple priorities and deliver results in a fast-paced environment - Excellent verbal and written communication skills, with the ability to deliver compelling presentations that influence and align stakeholders - Comfort working with AI tools—and a curiosity about how they can be applied to make service delivery faster, smarter and more scalable - Experience working with product teams or supporting product rollouts—nice to have - Familiarity with virtual care, digital health or regulated environments—nice to have **Play to your strengths.** Finding the right fit goes both ways — so this section is yours to complete. When you join, you’ll add the unique strengths you bring that aren't captured above. ### How we'll support you We recognise our
people’s health is everything.
That's why we take care of them. - **Maple for you and your family:** 24/7 access to general practitioners, pediatrics, and mental health therapy for you and your family. Care starts on day one. - **Comprehensive health coverage:** Medical, dental, and life insurance because your peace of mind—and your loved ones—matter most. - **Health Spending Account:** Extra funds to cover the essentials that make a difference, from new glasses to specialised therapy. - **Flex Benefits:** An annual budget built for your growth and well-being. Use it for professional development, wellness expenses, or a one-time boost to your retirement savings. You choose what matters most. - **Health Days:** Life happens. We provide 10 dedicated days for rest, medical appointments, or caregiving, so you can show up at your best. - **Destination Days:** Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to 5 days per year. - **Group Retirement Savings Plan:** We’re here for the long haul. Invest in your future with our group retirement plan. ### The details - **Job type:** Full-time - **Hiring manager:** Senior Manager, Virtual Care Services - **Location:** Hybrid, 500 King Street West, 2nd Floor, Toronto, ON, M5V 1L9 - **Start date:** August 2026 - **Vacation:** 3 weeks - **Pay range:** $93,500 - $104,500 Offers can vary depending on skills, experience, and readiness to meet Maple’s expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you’re welcome to ask at any point in the interview process. At Maple, we’re committed to the safety and security of our platform. Please note that any offer of employment is subject to a criminal record check (EPIC) and identity verification. Additional checks, including employment or education verification, may be conducted depending on the requirements of the role. **Use of artificial intelligence** We don’t currently use artificial intelligence (AI) or automated tools to screen, assess, or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.