Manager, Customer Experience & Operations

Myant Shared Service Corp.•Mississauga, ON

About The Position

Myant Health is the world's first accessible cardiovascular screening company, delivering continuous, clinical-grade cardiac monitoring through our proprietary SKIIN™ wearable platform. We are moving healthcare from reactive to proactive, empowering patients and clinicians with real-time data for earlier detection, better outcomes, and a truly connected Circle of Care™. As we scale our global patient base and partner network, we are seeking a mission-driven customer experience leader to oversee our patient-facing call center and ensure every interaction reflects our commitment to excellence. The Manager, Customer Experience & Operations is responsible for leading the day-to-day operations of Myant Health's patient support function while ensuring an exceptional experience for patients, healthcare providers, and strategic partners. This role oversees customer support operations, patient onboarding, requisition management, operational workflows, quality assurance, and continuous improvement initiatives across multiple jurisdictions. The successful candidate will combine strong people leadership, operational excellence, and analytical capabilities to build scalable processes that support Myant Health's continued global growth.

Requirements

5+ years of progressive experience in customer experience, customer operations, call centre management or patient support operations, preferably within healthcare, digital health or medical devices.
Demonstrated experience directly managing customer support or call center teams.
Proven track record of developing and executing KPI frameworks and performance dashboards.
Experience developing SOPs and driving process improvements in a service environment.
Proficiency with call center and CRM platforms, including Dialpad, ZenDesk, and HubSpot.
Working knowledge of Shopify for order and account management workflows.
Proficiency with Google Workspace (Gmail, Drive, Sheets, Docs, Meet).
Exceptional written and verbal communication skills in English (required) and French (preferred).
Strong analytical and problem-solving capabilities, including root-cause analysis.
Ability to thrive in a fast-paced, growth-stage environment with evolving processes and priorities.
Familiarity with healthcare regulatory environments (HIPAA, PIPEDA, or equivalent) as they apply to patient data and communications.
Experience leading customer operations within a scaling organization.
Experience managing operational metrics and service delivery.
Experience implementing process improvements and operational change.
Strong organizational and project management skills.
Demonstrated ability to prioritize competing operational demands.

Nice To Haves

Multilingual proficiency (French, Spanish, or other languages to support international patient populations).
Familiarity with ERP systems, specifically Plex, for inventory and requisition tracking.
Background in patient support, remote patient monitoring, or digital health.
Experience with workforce planning and capacity modeling to support organizational growth.

Responsibilities

Directly manage, mentor, and develop a team of Customer Support Representatives.
Lead all onboarding, training, and continuous coaching initiatives to ensure team members are fully equipped to deliver exceptional patient experiences.
Conduct regular performance reviews, provide constructive feedback, and foster a culture of accountability and growth.
Champion team wellbeing, engagement, and professional development across a multilingual, multi-jurisdictional workforce.
Oversee day-to-day call center operations, ensuring consistent and timely handling of inbound calls, emails, and other communications.
Manage the processing of requisitions received from Myant Health partners, ensuring accuracy and timeliness.
Oversee inventory procurement workflows initiated in support of requisition processing.
Ensure the accurate and efficient establishment of patient accounts, set-up, and onboarding to facilitate initiation of use with Myant Health products.
Monitor the quality of ongoing patient studies and proactively identify and address issues to ensure the highest quality outcomes for each patient.
Support workforce planning, capacity forecasting and resource allocation to ensure the Customer Experience team can effectively meet current and future patient demand.
Support multi-country service delivery by maintaining and expanding multilingual capabilities across the team.
Own the achievement and continuous monitoring of Myant Health’s call center KPIs, including response times, resolution rates, patient satisfaction scores, and study quality metrics.
Develop, maintain, and refine performance dashboards to provide real-time visibility into operations and service delivery metrics.
Conduct root-cause analysis on any identified performance gaps, deviations from standard expectations, or recurring issues.
Implement corrective and preventive actions in response to identified problems, escalating internally where appropriate.
Develop, document, and maintain Standard Operating Procedures (SOPs) for all call center functions, ensuring alignment with Myant Health policies and regulatory standards.
Identify operational bottlenecks and inefficiencies and lead resolution efforts.
Drive continuous improvement initiatives to enhance patient experience, team efficiency, and service scalability.
Inform and support operational scale planning as Myant Health expands its global patient base and partner network.
Serve as the primary point of contact for internal escalations related to call center performance deviations or complex patient situations.
Facilitate clear, timely, and constructive feedback communication across the team and with cross-functional stakeholders.
Partner with internal teams (product, clinical, logistics, commercial) to resolve patient issues and improve service delivery.