L
Toronto, Ontario, Canada
Artificial IntelligenceAIFinanceProcurement
T
Role overview
Job description
Overview Tonal Care runs seven days a week across an in-house Toronto team and an outsourced partner operation. The Manager, Care Operations owns how that operation performs day to day. You will own daily delivery across all tiers, the operational relationship with our outsourced partner, and the staffing and capacity plans that keep service levels intact. You will lead a Team Lead and a team of Customer Experience Specialists, each of whom owns one or two lines of business, and you will work the queue yourself when coverage requires it. This is a hands-on, player/coach, operating role. You set the standard, work within it, and hold the operation to it. What You Will Do Daily Delivery Act as a player-coach during the initial phase, spending dedicated time working directly in the queue alongside specialists to model best practices, coach in real time, and establish baseline workflows Own
…About this listing
- Source: Tonal's official careers site (via Ashby) · last confirmed on the source 3 Nov 2026
- Posted 25 Sept 2026
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Role market pulse
How Operations Manager demand looks in Canada
Live jobs
75
Posted 30d
26
30d movement
+160%
Remote share
20%
Salary listed
49.3%
Salary trend 1Y
Not enough history
What they are looking for
Skills & requirements
Qualification
Who You Are You have 5+ years of experience in Customer Care, Customer Support, or Contact Center Operations, including 2+ years leading teams, vendors, or outsourced operations
Department · Operations
Hiring company
Tonal
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