Take charge of daily operations at Tonal as a Care Operations Manager, overseeing performance across multiple service tiers. This hands-on leadership role requires operational excellence and team management.

In this pivotal role, you will manage day-to-day operations, coordinating with outsourced teams while leading Customer Experience Specialists. Your leadership will ensure high service levels across phone, email, chat, and video channels while coaching team members in real-time to enhance performance. You will be responsible for establishing benchmarks for SLA, CSAT, and more to drive overall operational success.

Key Responsibilities:
• Oversee operations across multiple service tiers
• Lead performance reviews and manage outsourced partner relationships




• Coach and develop team members to achieve high standards
• Identify and address operational risks and performance trends
• Implement workforce and capacity planning with analytics

Requirements:
• 5+ years in Customer Care or Support roles
• 2+ years in team leadership or operations management
• Solid CRM proficiency and analytical skills
• Experience with performance KPIs and operational processes
• Excellent vendor and stakeholder management abilities

Elevate customer service delivery and operational standards as you lead the dedicated team at Tonal.
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📌 Tonal Care Operations Manager Role (Ontario)
🏢 Tonal
📍 Ontario