Service Design & Delivery Manager (Virtual Care)

Maple

11d • Hybrid

About The Position

We’re hiring a Service Design & Delivery Manager to join our Clinical and Customer Support Operations (CCSO) team. This is an individual contributor role that sits within the Centre of Excellence in CCSO, focused on designing, implementing, and scaling high-quality virtual care services across Maple’s platform. In this role, you will 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 will act as a key driver of execution across CCSO initiatives, ensuring that service delivery is operationally sound, provider-ready, and aligned with organizational goals. This role is ideal for a systems thinker and builder, someone who thrives in ambiguity, enjoys solving complex operational problems, and can bridge strategy and execution in a fast-paced healthtech environment.

Requirements

• 3+ years of experience in healthtech, consulting, operations, or service design/implementation roles.
• Experience executing cross-functional initiatives from concept to rollout.
• Strong systems thinker with the ability to design and improve complex workflows.
• Strong analytical and business acumen, with the ability to translate data insights into impactful operational and service improvements.
• Experience translating business, clinical, or technical requirements into operational processes.
• Demonstrated ability to manage multiple priorities and deliver results in a fast-paced environment.
• Excellent verbal and written communication skills, along with the capability to deliver compelling presentations, which will be key for influencing and collaborating effectively with stakeholders.

Nice To Haves

• Experience working with product teams or supporting product rollouts is considered an asset.
• Familiarity with virtual care, digital health, or regulated environments is considered an asset.

Responsibilities

• Translate service models and product features into scalable workflows, SOPs, and provider-facing processes.
• Support implementation and rollout of new services and features, including AI-enabled tools, ensuring operational readiness and smooth adoption.
• Drive alignment across cross-functional teams to ensure consistent, high-quality patient and provider experience.
• Support the development of strategies to scale CCSO service delivery across primary care and care programs. sustainably and effectively, partnering with operational functions (PNOps, CS, CDO) to ensure successful execution.
• Identify opportunities to improve efficiency, quality, and experience across services through regular workflow audits and iterative launch cycles.
• Monitor adoption, satisfaction, and performance metrics for services and features. Identify friction points in workflows and recommend continuous improvement initiatives.
• Incorporate provider, patient, and client feedback into service design and iteration, serving as the "Voice of the Provider" and “Voice of the Customer”.
• Support cross-functional planning by facilitating ideation workshops and consolidating operational insights to help guide prioritization decisions that improve efficiency in provider and patient workflows.
• Support the build out and implementation of the interoperability roadmap by conducting market scans of the health tech landscape and recommending product enhancements that improve data exchange and care continuity.

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.

What This Job Offers

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