Manager, Operations

Maple • Toronto, ON

1d • Hybrid

About The Position

Maple is a rapidly expanding health tech company founded in 2015, dedicated to enhancing the healthcare experience for patients, doctors, and providers through technology. The company provides virtual care services across various channels, including Direct-to-Consumer (B2C), Employers and Private Insurers (B2B), and Public Sector Institutions (B2I). With a network of over 2,000 healthcare providers and access for nearly 4 million Canadians, Maple is a leader in virtual care. The company fosters an entrepreneurial culture focused on health and well-being, and strengthening the healthcare system, evidenced by numerous awards such as LinkedIn's Top 10 Startups and Deloitte Canada's Technology Fast 50. This role is within the Clinical and Customer Support Operations (CCSO) team, responsible for managing and optimizing the daily operations of Maple's national healthcare provider network. The Manager, Operations will lead a team to ensure provider support, smooth operational workflows, and consistent achievement of performance targets. Collaboration with Product, Engineering, Sales, and Marketing is key to aligning provider network operations with the company's strategic goals. The ideal candidate is a strong operator adept at managing complexity, leading teams, and improving systems within a fast-paced, regulated environment.

Requirements

• 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).
• 3+ years of experience leading and developing high-performing teams.
• Strong understanding of customer/end-user experience and the ability to balance operational performance with service quality.
• Systems thinker with the ability to simplify complex processes and improve how work gets done.
• Strong communication skills, with the ability to translate operational, technical, or clinical concepts into clear business language.
• Experience working cross-functionally with multiple stakeholders to drive outcomes.
• Comfortable working in a fast-paced, evolving environment with competing priorities.

Nice To Haves

• Experience in healthcare, digital health, or regulated environments is considered an asset.

Responsibilities

• 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.

Benefits

• Competitive benefits package: Health, dental, counselling, and life insurance coverage to care for you and your loved ones.
• Health spending account: Extra funds for wellness essentials like eyeglasses, therapy, and more.
• Maple access: Virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations.
• Flex benefits budget: An annual flex budget to support your growth and well-being. A portion of this budget is dedicated to learning and development through our Branch Out Budget, with the remaining amount flexible to use toward wellness expenses, additional learning, or a one-time contribution to your GRSP, so you can invest in what matters most to you.
• Paid health days: 10 extra days for when life happens—rest, appointments, or caregiving included.
• Destination5: Work internationally in eligible countries for up to 5 days per year.
• Retirement savings plan: Invest in your future with our group retirement savings plan.
• 4 weeks vacation

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees