- 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
- 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 points, and work with the frontline to reduce avoidable escalations and lift first contact resolution
- Process and Partnership
- 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 to

📌 Care Operations Manager (Toronto)
🏢 Tonal
📍 Toronto