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
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
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
Benefits We look at the whole picture to give you a competitive salary, top-tier benefits, and lifestyle perks
Working for Tonal includes a top-quality health care package, commuter benefits, support for new parents, and more
Your well-being is key to us. Take time off when you need it with adaptable vacation days
Enjoy weekly catered team lunches at our San Francisco headquarters, plus a kitchen full of healthy (and not-so-healthy) snacks
At Tonal we encourage a fun and inclusive atmosphere. We make the time to socialize at office happy hours, team offsites, and special company-wide events
Fitness is our thing. Use Tonal in the office whenever it fits your schedule. Partner workouts are always welcome
From day one you'll get set up with your own personal laptop, headphones, standing desk, and whatever else you need to do your best work
Treat yourself! When you're part of Team Tonal you get discounts on everything from Gear Shop apparel to your very own Tonal
You are technically savvy and proficient in CRM and support tooling, with an understanding of how backend systems shape the frontline experienceYou 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 trendYou are operationally minded and move comfortably between the operating plan and the queue. You set the standard, then hold the operation to itYou are an empathetic coach who knows how to motivate a team and can turn complex data into feedback a specialist can act onYou have solid vendor and stakeholder management skills, and can influence partners who don't report to youYou prioritize influence over authority, earning the trust of your team and stakeholders to drive results through collaboration rather than mandateYou have handled complex escalations and high‑impact customer situations, and you are comfortable navigating gray areas and making quick, sound decisions when they ariseYou are comfortable operating in a fast-moving environment with changing priorities and evolving processesYou have 5+ years of experience in Customer Care, Customer Support, or Contact Center Operations, including 2+ years leading teams, vendors, or outsourced operations

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📌 Care Operations Manager (Ontario)
🏢 Tonal
📍 Ontario