Care Operations Manager

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 dayYou 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 itThis is a hands‑on, player/coach, operating role. You set the standard, work within it, and hold the operation to itDaily DeliveryAct 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 workflowsOwn daily delivery across all tiers, setting service levels, coverage models, and workflow standards that hold consistent delivery across phone, email, chat, and videoOwn the daily, weekly, and monthly plans for SLA, CSAT, Average Handle Time, and First Contact Resolution, and be accountable for hitting themIdentify performance trends, operational risks, and root causes, and build the action plans that close the gapLead regular performance reviews and operational business reviews with internal stakeholders and partner leadershipSupport incident and volume management during elevated contact periods, product issues, launches, and other business disruptionsWork the queue yourself when coverage requires it — absences, PTO, peak volume, or an uncovered line of business. You are the final backstop on coverageTranslate operational data into clear insights and recommendations for Care leadershipOutsourced Partner PerformanceServe as the day‑to‑day operational point of contact for Tonal’s outsourced partner, managing performance through their team leads and supervisorsHold partner leadership accountable to agreed KPIs, SLAs, quality standards, staffing commitments, and Tonal’s brand voiceRun weekly performance reviews with partner teamsReport weekly to our Logistics, Field Operations, and Care Leadership team across all Care Operations metricsPartner with their leadership on performance improvement plans, staffing strategies, coaching opportunities, and operational readinessMonitor partner staffing, attrition, attendance, and utilization to catch capacity risk before it reaches MembersMake sure partner teams are aligned to Tonal policies, workflows, and operating standards, and are prepared for new programs, product changes, and launchesEscalate 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 OperationsStaffing and CapacityOwn workforce planning with partner Workforce Management and Tonal analytics, setting capacity and staffing models against forecast demand and adjusting intraday to protect service levelsPlan coverage across the full seven-day operating window, including weekends, holidays, and peak periodsOwn the volume, staffing, and partner utilization assumptions that feed Care’s operating budgetMonitor forecast accuracy and adjust staffing assumptions based on actual contact volume, productivity, shrinkage, and service‑level performanceEnsure schedules keep the teams at a sustainable working load rather than at full utilization, so there is room to absorb spikes and absencesTeam LeadershipLead and develop the team through the Team Lead and senior specialists, owning performance calibration, coaching, career development, and coverage planningMake sure every line of business has a named owner, that the assignment is understood, and that owners are held to how their domain performsBe accountable for the escalations programme. Specialists and the Team Lead resolve individual escalations;
you own how the programme performs and where it needs to changeSit in the health, safety, and legal escalation chain: Specialist → Team Lead → Manager, Care Operations → Senior Manager, Care Operations → Director, Care OperationsEnsure clear ownership and communication on sensitive, complex, or high‑risk Member situationsMonitor escalation trends to surface recurring Member pain points, and work with the frontline to reduce avoidable escalations and lift first contact resolutionProcess and PartnershipTranslate the operating plan set with the Senior Manager, Care Operations into daily execution, and own that executionWork with the Care Enablement team to identify knowledge gaps and roll out new troubleshooting SOPs, training, and tool updates to the front lineCoordinate with Logistics and Field Operations to deliver a seamless end‑to‑end experience for both specialists and MembersSimplify workflows to reduce Member effort, improve specialist efficiency, and remove unnecessary operational frictionRepresent Care Operations in cross‑functional initiatives and launches, and support the rollout and adoption of new tools, processes, and support programsTonal 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 operationYour team will carry on‑call responsibility for incidents, outages, product issues, and elevated volume periodsPriorities change during the day. Peak season, launches, and product escalations will change what a day looks likeBenefits
We look at the whole picture to give you a competitive salary, top-tier benefits, and lifestyle perksWorking for Tonal includes a top-quality health care package, commuter benefits, support for new parents, and moreYour well-being is important to us. Take time off when you need it with flexible vacation daysEnjoy weekly catered team lunches at our San Francisco headquarters, plus a kitchen full of healthy (and not-so-healthy) snacksAt Tonal we encourage a fun and inclusive atmosphere. We make the time to socialize at office happy hours, team offsites, and special company-wide eventsFitness is our thing. Use Tonal in the office whenever it fits your schedule. Partner workouts are always welcomeFrom day one you'll get set up with your own personal laptop, headphones, standing desk, and whatever else you need to do your best workTreat yourself! When you're part of Team Tonal you get discounts on everything from Gear Shop apparel to your very own TonalYou are technically savvy and proficient in CRM and support tooling, with an understanding of how backend systems shape the frontline experienceYou 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 move the trendYou are operationally minded and move comfortably between the operating plan and the queue. You set the standard, then hold the operation to itYou are an empathetic coach who knows how to motivate a team and can turn complex data into feedback a specialist can act onYou have strong vendor and stakeholder management skills, and can influence partners who don't report to youYou prioritize influence over authority, earning the trust of your team and stakeholders to drive results through collaboration rather than mandateYou have handled complex escalations and high‑impact customer situations, and you are comfortable navigating gray areas and making quick, sound decisions when they ariseYou are comfortable operating in a fast-moving environment with changing priorities and evolving processesYou have 5+ years of experience in Customer Care, Customer Support, or Contact Center Operations, including 2+ years leading teams, vendors, or outsourced operations
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