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Tonal Care is seeking a Manager, Care Operations to lead daily delivery and operational performance across a seven-day-a-week customer care operation spanning an in-house Toronto team and outsourced partner operations.
You will own all aspects of daily care delivery across multiple channels (phone, email, chat, video), manage the operational relationship with outsourced partners, and lead a Team Lead and Customer Experience Specialists. This is a hands-on, player-coach role where you will work in the queue alongside your team, set operational standards, and hold the operation accountable to them.
Key responsibilities include:
**Daily Delivery & Performance**
- Act as player-coach, working directly in the queue to model best practices and establish baseline workflows
- Own service levels, coverage models, and workflow standards across all channels
- Manage daily, weekly, and monthly plans for SLA, CSAT, Average Handle Time, and First Contact Resolution
- Identify performance trends, operational risks, and root causes; build action plans to close gaps
- Lead performance reviews and operational business reviews with internal and partner stakeholders
- Support incident and volume management during elevated periods, product issues, and launches
- Serve as final backstop on coverage when absences, PTO, or peak volume require it
- Translate operational data into clear insights and recommendations for Care leadership
**Outsourced Partner Management**
- Serve as day-to-day operational point of contact for outsourced partner
- Hold partner leadership accountable to KPIs, SLAs, quality standards, and Tonal brand voice
- Run weekly performance reviews with partner teams
- Report weekly on all Care Operations metrics to Logistics, Field Operations, and Care Leadership
- Partner on performance improvement plans, staffing strategies, and operational readiness
- Monitor partner staffing, attrition, attendance, and utilization to catch capacity risk early
- Ensure partner alignment to Tonal policies, workflows, and operating standards
- Escalate unresolved partner performance issues to Senior Manager, Care Operations
**Staffing & Capacity Planning**
- Own workforce planning with Workforce Management and analytics teams
- Set capacity and staffing models against forecast demand; adjust intraday to protect service levels
- Plan coverage across full seven-day operating window (9 AM–10 PM EST), including weekends and holidays
- Own volume, staffing, and partner utilization assumptions for Care's operating budget
- Monitor forecast accuracy and adjust staffing based on actual volume, productivity, shrinkage, and performance
- Ensure schedules maintain sustainable working load with capacity for spikes and absences
**Team Leadership**
- Lead and develop team through Team Lead and senior specialists
- Own performance calibration, coaching, career development, and coverage planning
- Ensure every line of business has a named owner with clear accountability
- Own escalations program performance and identify where it needs to change
- Sit in health, safety, and legal escalation chain
- Monitor escalation trends to surface recurring Member pain points and reduce avoidable escalations
**Process & Cross-Functional Partnership**
- Translate operating plan into daily execution and own that execution
- Work with Care Enablement on knowledge gaps, SOPs, training, and tool updates
- Coordinate with Logistics and Field Operations for seamless end-to-end experience
- Simplify workflows to reduce Member effort and improve specialist efficiency
- Represent Care Operations in cross-functional initiatives and launches
**Coverage & Schedule**
Tonal Care operates seven days a week, 9 AM–10 PM EST. This hands-on leadership role requires flexibility: you and your team may work weekends, holidays, and after hours as coverage requires. Your team carries on-call responsibility for incidents, outages, product issues, and elevated volume periods. Priorities shift with peak seasons, launches, and product escalations.
**Requirements**
- 5+ years of experience in Customer Care, Customer Support, or Contact Center Operations
- 2+ years leading teams, vendors, or outsourced operations
- Operationally minded; comfortable moving between operating plan and queue execution
- Experience managing operational KPIs and using data to identify and fix performance problems
- Empathetic coach who can motivate teams and translate complex data into actionable feedback
- Experience handling complex escalations and high-impact customer situations
- Strong vendor and stakeholder management skills; ability to influence partners without direct authority
- Technical proficiency in CRM and support tooling; understanding of how backend systems affect frontline experience
- Preference for influence over authority; ability to drive results through collaboration
- Comfort operating in fast-moving environment with changing priorities and evolving processes
