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 Own daily delivery across all tiers, setting service levels, coverage models, and workflow standards that hold consistent delivery across phone, email, chat, and video 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.

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 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 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 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 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 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. 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 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 perks, support for new parents, and more Your well-being is important to us. Take time off when you need it with flexible vacation days Enjoy weekly catered team lunches at our San Francisco headquarters, plus a kitchen full of healthy (and not-so-healthy) snacks We make the time to socialize at office happy hours, team offsites, and special company-wide events Use Tonal in the office whenever it fits your schedule. 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 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 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 strong 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 #

📌 Care Operations Manager, Older People (Toronto)
🏢 Tonal
📍 Toronto