Tonal is seeking a Manager, Care Operations to own daily delivery across all care channels in Toronto. You will lead a Team Lead and a team of Customer Experience Specialists, coordinating with an outsourced partner and ensuring service levels, staffing plans, and operational readiness.
This hands-on role demands a player/coach mindset and robust vendor collaboration. You will drive SLA, CSAT, AHT, and FCR metrics, and oversee performance reviews, capacity planning, and escalation management.
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📌 Care Operations Leader — Hands-On, Multi-Channel Impact (Toronto)
🏢 Tonal
📍 Toronto
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