Process Manager | Operations

Maple • Toronto, ON

3d • CA$93,000 - CA$104,000 • Hybrid

About The Position

Maple's purpose is to meet the world's healthcare needs. We’re Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we’re proud that over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care. We enable people to take control of their health and push the boundaries of what’s possible every day. A career at Maple is about making an impact. We empower bold thinking, surround you with an inspiring team and are driven by a motivating purpose. Here, you’ll do work that changes lives—including your own. We're looking for a Process Manager to join our Operational Excellence team within the Clinical and Customer Support Operations (CCSO) department. This team drives scalable performance improvements across operations, on the Maple platform for patients and providers, and across the broader organization through process transformation, data and insights initiatives, and automation opportunities. In this role, you'll design, implement and optimize processes that keep our three operational pods—Customer Support, Care Delivery Operations and Provider Network Operations—running smoothly. That means reducing friction, closing gaps and making it easier for our teams to deliver a consistent, high-quality experience.

Requirements

• A bachelor's degree and three to five years of professional experience, ideally in process management, consulting, or operations; health tech experience is a plus
• A proven track record of executing initiatives from start to finish, with a strong focus on timeliness, quality, and continuous improvement—including experience in training, process development, and process optimization
• Proficiency in process improvement methodologies like Lean Six Sigma; relevant certifications are a plus
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions
• Effective leadership and project management skills, with the ability to guide cross-functional teams and drive initiatives to completion
• Exceptional communication skills—written and verbal—with the ability to make complex ideas clear and easy to act on
• Comfort working with AI tools—and a curiosity about how they can be applied to make operations faster, smarter and more scalable
• A detail-oriented mindset with a genuine focus on continuous improvement and excellence in service delivery

Nice To Haves

• health tech experience is a plus
• relevant certifications are a plus

Responsibilities

• Own the design and implementation of processes and workflows that make clinical and customer support operations run better—for our team and for the patients we serve
• Dig into the data. You'll monitor KPIs, spot what's not working and turn those insights into action that actually moves the needle
• Partner closely with Customer Support, Care Delivery Operations and Provider Network Operations, as well as cross-functional teams like data, product and engineering, to break down silos and make service delivery seamless
• Lead opportunity assessments to identify where we can do better, then build the business case that gets leadership on board and the work prioritized
• Drive end-to-end process improvement initiatives—from identifying inefficiencies to delivering solutions that stick
• Develop training materials and programs so team members have the skills and knowledge to execute processes effectively —and conduct change management activities that support adoption by key stakeholders
• Explore and apply AI tools to improve how we work—whether that's surfacing insights faster, streamlining repetitive workflows or identifying new opportunities
• Keep a pulse on industry trends, technology and regulatory changes, and bring what's relevant back into how we operate

Benefits

• 24/7 access to general practitioners, pediatrics and mental health therapy for you and your family
• Comprehensive health coverage: Medical, dental and life insurance
• Health spending account
• 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.
• 10 dedicated Health days
• Destination days: Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to five days per year
• Group retirement savings plan
• 3 weeks vacation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level