Manager, Care Operations

Tonal·Toronto, ON·Remote·Posted 25 September 2026

Apply with a tailored CV View on Tonal's site

About the role

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 daily delivery across all tiers, setting service levels, coverage models, and workflow standards that hold consistent delivery across phone, email, chat, and video. - Own the daily, weekly, and monthly plans for SLA, CSAT, Average Handle Time, and First Contact Resolution, and be…

This is a summary of the advert. The full description and the application are on Tonal's careers site.

Apply faster with Prepper

A version of your CV tailored to this Manager, Care Operations role.
A cover letter written from your CV and this advert.
Prepper can fill in Tonal's application form and send it once you approve.
The application saved in your tracker, with reminders to follow up.

Start free

More roles at Tonal

Prepper is independent and not affiliated with Tonal. Roles are listed from the employer's public careers system and removed when they close.