Service Design and Delivery Manager
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 Service Design and Delivery Manager to join our Clinical and Customer Support Operations (CCSO) department. This is an individual contributor role within the CCSO Centre of Excellence, focused on designing, implementing and scaling high-quality virtual care services across Maple's platform. You'll operate at the intersection of clinical operations and product—translating service strategy into scalable workflows and driving the successful rollout of new features and programs. You'll be a key driver of execution across CCSO initiatives, making sure service delivery is operationally sound, ready for our network of practitioners and aligned with where the organization is going. This role is ideal for a systems thinker and builder—someone who enjoys solving complex operational problems and bridging strategy and execution in a fast-paced healthtech environment.
Requirements
- Three or more years of experience in healthtech, consulting, operations or service design and implementation roles
- A track record of executing cross-functional initiatives from concept to rollout
- Strong systems thinking, with the ability to design and improve complex workflows
- Strong analytical and business acumen—you can turn data insights into operational and service improvements that actually move the needle
- Experience translating business, clinical or technical requirements into operational processes
- A proven ability to manage multiple priorities and deliver results in a fast-paced environment
- Excellent verbal and written communication skills, with the ability to deliver compelling presentations that influence and align stakeholders
- Comfort working with AI tools—and a curiosity about how they can be applied to make service delivery faster, smarter and more scalable
Nice To Haves
- Experience working with product teams or supporting product rollouts
- Familiarity with virtual care, digital health or regulated environments
Responsibilities
- Translate service models and product features into scalable workflows, SOPs and practitioner-facing processes
- Support implementation and rollout of new services and features—including AI-enabled tools—making sure operations are ready and adoption goes smoothly
- Drive alignment across cross-functional teams to keep patient and practitioner experiences consistent and high-quality
- Help build the strategy to scale CCSO service delivery across primary care and care programs, partnering with Provider Network Operations (PNOps), Customer Support (CS) and Care Delivery Operations (CDO) on execution
- Run regular workflow audits and iterative launch cycles to spot opportunities to improve efficiency, quality and experience
- Monitor adoption, satisfaction and performance metrics for services and features—and turn insights into continuous improvement initiatives
- Bring practitioner, patient and partner feedback into service design and iteration—you'll be the voice of both the practitioner and the customer in the room
- Facilitate cross-functional planning, ideation workshops and the synthesis of operational insights to guide prioritization decisions
- Help build out the interoperability roadmap by scanning the health tech landscape and recommending product enhancements that improve data exchange and care continuity
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.
- Health Days: 10 dedicated days for rest, medical appointments, or caregiving
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
