← All roles

Operations Lead, Care

Tonal· Operations
Apply on company site
Hybrid (Toronto, ON)CA$78k - CA$95kFull-timePosted 3w ago

About the role

The Operations Lead, Care is a cross-functional operations generalist responsible for helping improve how Tonal’s Customer Care organization works, spanning processes, systems, customer journeys, and teams. They coordinate projects, analyze workflows, identify opportunities, and implement scalable solutions using automation, self-service tools, and other customer support technologies.

Responsibilities

  • Lead operational workstreams across Customer Care, taking projects from problem definition through implementation, launch, and ongoing improvement.
  • Identify opportunities to simplify processes, reduce manual work, improve customer and advocate experiences, and increase operational efficiency.
  • Build and improve automations and self-service experiences, including forms, guided flows, troubleshooting journeys, chat experiences, and other digital support tools.
  • Work with APIs, integrations, and support platforms to connect systems, surface information, and automate repetitive operational workflows.
  • Translate operational requirements into practical technical or process solutions, partnering with Engineering, Product, IT, vendors, or other teams when deeper technical support is required.
  • Act as a project lead for assigned Care initiatives, coordinating stakeholders, requirements, timelines, dependencies, testing, launch readiness, and follow-up.
  • Support the rollout of new products, policies, tools, and operational programs by assessing Care impact and coordinating required readiness activities.
  • Partner with Care leadership and frontline teams to understand recurring operational challenges and develop scalable solutions.
  • Use customer contact data, operational metrics, workflow performance, and frontline feedback to identify opportunities and measure the impact of changes.
  • Build lightweight tools, dashboards, workflows, or operational solutions when appropriate rather than relying exclusively on manual processes.
  • Support the development and optimization of Tonal’s digital self-service ecosystem, including the public knowledge experience, automated workflows, and customer-facing support journeys.
  • Partner with Content and Enablement owners on initiatives that require changes to customer-facing or internal knowledge, while maintaining clear ownership within those functions.
  • Document new processes and ensure operational changes are clearly communicated, tested, and adopted by affected teams.
  • Identify risks, blockers, and dependencies early and work with stakeholders to drive them toward resolution.
  • Manage multiple concurrent workstreams and adjust priorities based on customer impact, operational needs, and business priorities.
  • Continuously look for opportunities to improve how Care uses technology, automation, data, and processes to operate more effectively.

Qualifications

  • 3–5 years of experience in customer operations, business operations, support operations, technical operations, program management, or a related field.
  • Experience independently driving operational projects or workstreams from problem definition through implementation.
  • Comfort operating across process and technology, deciding when to use workflow changes, automation, tooling, or a combination.
  • Hands-on experience with APIs, integrations, automation tools, or low-code/no-code platforms, or ability to learn quickly.
  • Ability to understand technical concepts and work effectively with Engineering or technical teams.
  • Ability to break down ambiguous problems and drive practical solutions.
  • Strong project coordination skills with experience managing stakeholders, timelines, requirements, dependencies, testing, and launch activities.
  • Ability to analyze operational data and customer support trends to identify problems and evaluate solution effectiveness.
  • Understanding of customer support operations and how systems, workflows, policies, and frontline behaviors influence the customer experience.
  • Ability to work with multiple cross-functional teams and balance competing requirements and priorities.
  • Clear communication translating between operational, technical, and business stakeholders.
  • Proactive, resourceful, and adaptable to evolving priorities and problems.
  • Know when to work independently versus seeking broader alignment.

Skills

Required:Project coordinationProcess improvementAutomation and self-service toolsAPIs and integrationsTechnical collaboration
Nice to have:Data analysis

Benefits

  • health insurance
  • retirement savings benefits
  • life insurance and disability benefits
  • flexible paid time off
  • parental leave
  • other additional benefits
Last updated Sep 30, 2026. Interested? Apply on the company site.

About Tonal

Company profileWebsite

More open roles at Tonal