Service Operations Manager - Virtual Care

About Maple

Maple is Canada's premier on-demand healthcare platform connecting patients with licensed Canadian doctors, nurse practitioners, and specialists. Serving over 8 million patients and collaborating with 7,000 businesses and government partners, Maple offers same-day, proactive, and continuous healthcare services. The company is driven by a mission to empower individuals to take control of their health and innovate healthcare delivery daily.

Role Overview

The Service Operations Manager within the Clinical and Customer Support Operations (CCSO) team is a key individual contributor focused on creating, implementing, and scaling seamless virtual care services on Maple’s platform. This role bridges clinical operations with product development, translating service strategies into effective workflows and driving the deployment of new features and initiatives.

Key Responsibilities

• Convert service blueprints and product functions into efficient workflows, standard operating procedures, and provider-facing protocols.
• Lead the implementation and launch of new services and AI-powered tools, ensuring operational readiness and smooth adoption.
• Coordinate with cross-functional teams to maintain consistent, high-quality experiences for patients and practitioners.
• Develop and execute strategies to expand CCSO service delivery, collaborating closely with Provider Network Operations, Customer Support, and Care Delivery Operations.
• Perform routine audits of workflows and iterative improvements to enhance efficiency, quality, and user experience.
• Track and analyze service adoption, performance, and satisfaction metrics, using insights to fuel continuous service enhancements.
• Incorporate feedback from practitioners, patients, and partners to refine service design and iterations, amplifying their voices in decision-making.
• Facilitate cross-team planning sessions, ideation workshops, and synthesize operational data to guide prioritization.
• Contribute to the development of the interoperability roadmap by monitoring health technology trends and recommending enhancements for better data exchange and coordinated care.

Success Milestones

Within the first 90 days, the Manager will develop a comprehensive understanding of current service structures, forge key partnerships, contribute actively to ongoing service rollouts, and begin leading components of the CCSO roadmap, especially new workflows and metrics setup. Over 12 to 18 months, they will drive measurable improvements in service adoption, satisfaction, and operational productivity, scaling services across Maple’s consumer and business channels while shaping the product roadmap and practitioner engagement strategies.

Required Qualifications

• Minimum of three years’ experience in healthtech, consulting, operations, or roles involving service design and implementation.
• Proven success leading cross-functional projects from ideation through deployment.
• Strong capability in systems thinking and designing complex workflow processes.
• Excellent analytical skills paired with solid business understanding to translate data into actionable service improvements.
• Demonstrated expertise in converting business, clinical, or tech requirements into operational procedures.
• Ability to prioritize multiple tasks effectively and deliver outcomes in a fast-moving environment.
• Outstanding communication skills with the aptitude to craft persuasive presentations influencing diverse stakeholders.
• Familiarity and curiosity about AI tools applied to optimize service delivery and scalability.

Preferred Experience

• Background collaborating with product teams or supporting product launches.
• Knowledge of virtual care, digital healthcare, or regulated healthcare environments.

Benefits and Support

• 24/7 healthcare access for you and your family including general medicine, pediatrics, and mental health therapy starting from day one.
• Comprehensive medical, dental, and life insurance plans.
• Health Spending Account for essentials such as eyewear and specialized therapy.
• Flexible benefits budget annually allocated to professional development, wellness, or retirement savings.
• Ten dedicated health days for rest, healthcare appointments, or caregiving needs.
• Destination Days allowing remote work internationally up to five days each year.
• Group retirement savings plan to support your long-term financial goals.

Additional Information

• Job Type: Full-time
• Hiring Manager: Senior Manager, Virtual Care Services
• Work Location: Hybrid model based at 225 Richmond St W #201, Toronto, ON M5V 1W2
• Start Date: August 2026
• Vacation: Three weeks per year
• Salary Range: $93,500 to $104,500 CAD annually, varied by experience and fit
• Employment offers subject to criminal record check and identity verification; further employment or education checks may be applicable.
• The company does not use AI or automated tools for candidate screening or selection; all applications are personally reviewed by the recruitment team.