Tonal
Manager, Care Operations
- Compensation
- CA$95K–CA$120K / yr
- Location
- Toronto, ON
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 2+ years
- Category
- Not specified
- Posted
Skills
Must have
- You have 5+ years of experience in Customer Care, Customer Support, or Contact Center Operations, including 2+ years leading teams, vendors, or outsourced operations.
- You are operationally minded and move comfortably between the operating plan and the queue. You set the standard, then hold the operation to it.
- You have managed operational KPIs and used data to find and fix performance problems. You don’t just report numbers — you understand the why behind them and change process, staffing, or enablement to
- You are an empathetic coach who knows how to motivate a team and can turn complex data into feedback a specialist can act on.
- You have handled complex escalations and high-impact customer situations, and you are comfortable navigating gray areas and making quick, sound decisions when they arise.
- You have strong vendor and stakeholder management skills, and can influence partners who don’t report to you.
- You are technically savvy and proficient in CRM and support tooling, with an understanding of how backend systems shape the frontline experience.
- You prioritize influence over authority, earning the trust of your team and stakeholders to drive results through collaboration rather than mandate.
- You are comfortable operating in a fast-moving environment with changing priorities and evolving processes.
Full description
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.