Overview

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.

What You Will Do

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 current 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 po

📌 Manager, Care Operations (Canada)
🏢 Tonal
📍 Canada