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.