← All roles

Manager, Care Operations

Tonal· Operations
Apply on company site
Hybrid (Toronto, ON)CA$95k - CA$120kFull-timePosted 3w ago

About the role

Tonal Care operations leader responsible for day-to-day performance of the care operation, including managing an outsourced partner, staffing and capacity planning, and ensuring service levels across multiple channels.

Responsibilities

  • 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
  • Translate operational data into clear insights and recommendations for Care leadership
  • 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 new 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
  • 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
  • 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
  • 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 tool updates to the front line
  • Coordinate with Logistics and Field Operations to deliver a seamless end-to-end experience for both specialists and Members
  • Simplify workflows to reduce Member effort, improve specialist efficiency, and remove unnecessary operational friction
  • Represent Care Operations in cross-functional initiatives and launches, and support the rollout and adoption of new tools, processes, and support programs
  • Tonal Care operates seven days a week, 9:00 AM to 10:00 PM EST. This is a hands-on leadership role and the coverage expectations come with it: You and your team may be required to work weekends, holidays, and after hours as coverage requires. You and your team’s schedule will shift with the needs of the operation. Your team will carry on-call responsibility for incidents, outages, product issues, and elevated volume periods
  • Priorities change during the day. Peak season, launches, and product escalations will change what a day looks like.

Qualifications

  • 5+ years of experience in Customer Care, Customer Support, or Contact Center Operations, including 2+ years leading teams, vendors, or outsourced operations
  • Operationally minded with ability to move between operating plan and queue
  • Experience managing operational KPIs and using data to drive performance improvements
  • Empathetic coach with ability to motivate a team and translate data into actionable feedback
  • Experience handling complex escalations and high-impact customer situations with quick, sound decision making
  • Strong vendor and stakeholder management skills, able to influence partners not directly reporting to you
  • Technically savvy with CRM and support tooling, understanding backend systems impact on frontline experience
  • Ability to influence through collaboration rather than mandate
  • Comfort in fast-moving environments with changing priorities and evolving processes

Skills

Required:Customer Care Operations managementVendor and partner management

Benefits

  • Health insurance
  • Retirement savings benefits
  • Life insurance
  • Disability benefits
  • Flexible paid time off
  • Parental leave
  • additional benefits
Last updated Oct 7, 2026. Interested? Apply on the company site.

About Tonal

Company profileWebsite

More open roles at Tonal