Manager, Operations

The role

We’re hiring a Manager of Operations to join our Clinical and Customer Support Operations (CCSO) team.

In this role, you will be responsible for managing and optimizing the day-to-day operations of Maple’s national network of healthcare providers. You’ll lead a team responsible for ensuring providers are effectively supported, operational workflows run smoothly, and performance targets are consistently met.

You will work cross-functionally with Product, Engineering, Sales, and Marketing to align provider network operations with Maple’s broader business strategy. This role is well suited for a strong operator who is comfortable managing complexity, leading teams, and improving systems in a fast-paced, regulated environment.

Your impact

• Lead and develop the Provider Network Operations team, providing clear direction, coaching, and accountability.

• Oversee day-to-day provider network operations, ensuring alignment with regulatory requirements, internal policies, and service standards.

• Manage provider supply and engagement to maintain a healthy, responsive, and well-balanced network.

• Drive operational efficiency across workflows, focusing on productivity, quality, and margin. 

• Partner cross-functionally with Product, Engineering, Sales, and Marketing to support provider strategy and operational initiatives.

• Monitor and deliver on key operational KPIs including consultation wait times, pick-up rates, satisfaction and network performance metrics 

• Oversee recruitment and onboarding of providers, ensuring strong integration into Maple’s network

What success looks like

Within the first 90 days, you’ll develop a foundational understanding of the way we operate our provider network today, inclusive of any regulatory and compliance requirements across Canada and standard operating procedures. 

You will also partner with key stakeholders to understand our provider strategy including what drives the long-term vision for success, goals, and KPIs. You will support ongoing projects and initiatives as they relate to our provider network, in alignment with this strategy. 

In the next 12 to 18 months, your focus will be on maintaining and strengthening our provider network operations, ensuring consistent execution and operational excellence across quality, productivity, efficiency, and margin. You will lead a well-established function by ensuring our network is appropriately supplied and providers are effectively supported day-to-day, while contributing to the development and execution of a long-term provider engagement approach. You will also serve as the subject matter expert on the provider network for key cross-functional initiatives. 

Critical to success in this role will be your ability to understand our industry, business, and customers, coupled with your passion for results, leadership and operational capabilities. You’re an excellent operator, possessing strong communication, problem-solving, and relationship-building skills. You have a growth-oriented mindset with a laser-sharp focus on the patient and provider experience on our platform. You will be expected to impact and influence at all levels of the organization, including during external-facing engagements as a subject matter expert on the delivery of virtual care services through our provider network.

Who you are

• Have 5+ years of experience in operations, supply or network operations,  or two-sided marketplace environments (e.g., gig economy, healthcare provider networks, or service marketplaces).
• Have 3+ years of experience leading and developing high-performing teams.
• Have a strong understanding of customer/end-user experience and the ability to balance operational performance with service quality.
• Are a systems thinker with the ability to simplify complex processes and improve how work gets done.
• Have strong communication skills, with the ability to translate operational, technical, or clinical concepts into clear business language.
• Have experience working cross-functionally with multiple stakeholders to drive outcomes.
• Are comfortable working in a fast-paced, evolving environment with competing priorities.
• Have experience in healthcare, digital health, or regulated environments is considered an asset.
 
Play to your strengths. Finding the right fit goes both ways — so this section is yours to complete. When you join, you’ll add the unique strengths you bring that aren't captured above.

How we'll support you

We recognize our
people’s health is everything.
That's why we take care of them. 

Maple for you and your family: Free, 24/7 access to general practitioners, pediatrics, and mental health therapy for you and your family. Care starts on day one.

Comprehensive health coverage: Medical, dental, and life insurance because your peace of mind—and your loved ones—matter most.

Health Spending Account: Extra funds to cover the essentials that make a difference, from new glasses to specialized therapy.

Flex Benefits: An annual budget built for your growth and well-being. Use it for professional development, wellness expenses, or a one-time boost to your retirement savings. You choose what matters most.

Health Days: Life happens. We provide 10 dedicated days for rest, medical appointments, or caregiving, so you can show up at your best.

Destination Days: Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to 5 days per year.

Group Retirement Savings Plan: We’re here for the long haul. Invest in your future with our group retirement plan.

The details

• Job type: Full-time
• Hiring manager: VP, Clinical & Customer Support Operations / Senior Manager, Operational Excellence
• Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
• Start date: June 2026
• Vacation: 4 weeks
• Pay range: $105,000-$120,000

Offers can vary depending on skills, experience, and readiness to meet Maple’s expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you’re welcome to ask at any point in the interview process.

At Maple, we’re committed to the safety and security of our platform. Please note that any offer of employment is subject to a criminal record check (EPIC) and identity verification. Additional checks, including employment or education verification, may be conducted depending on the requirements of the role.

Use of artificial intelligence 

At Maple, we do not currently use Artificial Intelligence (AI) or automated tools to screen, assess, or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.