Join Tonal as a leader in Care Operations, responsible for driving service excellence through effective team management and external partner collaboration. This role emphasizes daily operational delivery and team engagement.

In the Care Operations Manager role, you will oversee the team's performance and lead strategic initiatives to enhance customer satisfaction. Your hands-on approach will involve coaching Customer Experience Specialists and working closely with outsourced partners to achieve KPIs. Effective leadership and a keen understanding of operational dynamics are critical for success in this position.

Key Responsibilities:
• Lead daily operations as a player-coach
• Define and maintain service standards across channels




• Review partner performance and implement improvements
• Plan staffing and capacity to meet operational needs
• Analyze data to identify performance trends

Requirements:
• 5+ years in Customer Care or related fields
• At least 2 years in a leadership role
• Experience with KPIs and performance management
• Skills in inspiring team members and handling escalations
• Technical proficiency with CRM tools

Shape the future of customer care at Tonal through effective operations management and team leadership.
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📌 Care Operations Leadership at Tonal (Ontario)
🏢 RiseMe
📍 Ontario