Title: Manager, eHealth Operations
Salary: $102,397 - $114,444 - $ 138,538 per year (pay range explained below)
Contract: Permanent
Hours: 37.5 hours per week, flexible schedule with 7.5 hour days e.g. 9am-5pm (core hours 9am-3pm Mon-Fri)
Location: Metro Vancouver office - Alberni office, on the ancestral Coast Salish Territories of the Musqueam, Squamish, and Tsleil-Waututh Nations. Hybrid working in line with FNHA's flex work policy. (minimum 20% in the office).
About the roleReporting to the Director, eHealth & Virtual Health Innovation, the Operations Manager, eHealth provides operational leadership for FNHA's expanding digital health services. The role is accountable for the people, processes, technologies, and quality management practices that support clinical service delivery across First Nations communities in British Columbia. As FNHA continues its transition from a project-based implementation model to a mature operational environment, the Operations Manager ensures services remain reliable, responsive, high-quality, and aligned with organizational priorities.
The Operations Manager leads the day-to-day delivery of eHealth services, including helpdesk operations, system administration, end-user support, IMIT service management, and operational governance. The role oversees the EMR platform, telehealth and virtual care technologies, including deployment planning, release coordination, service support, lifecycle management, monitoring, and continuous improvement activities. Working closely with technical, development, and project teams, the Manager ensures application enhancements, integrations, automation initiatives, and service transitions are effectively governed, implemented, and supported.
As a people leader, the Operations Manager builds and supports a high-performing multidisciplinary team across British Columbia, providing leadership in recruitment, onboarding, workforce planning, performance management, and professional development. The role serves as a key link between technology and healthcare operations through the oversight and optimization of FNHA's Electronic Medical Record (EMR) platform and related digital health services. By collaborating with clinical leaders, community health directors, technical teams, and external partners, the Manager supports interoperability, change management, privacy and security compliance, and the adoption of new technologies while advancing FNHA's digital health strategy and delivering innovative, culturally safe, and sustainable healthcare services for First Nations communities.
About youTo be successful in this role you will have:
Education- Post secondary degree in a related field (Information Technology/Computer Science/Information Systems; Business & Operations Management; Healthcare Administration) or equivalent experience and training.
- Master's degree is an asset
- Information Technology Infrastructure Library (ITIL) Foundation or ITIL Managing Professional is an asset.
- Quality improvement certification (e.g., CPHQ, IHI Improvement Advisor/Basic Certificate in QI, or Lean Six Sigma Green Belt) is an asset.
Experience - Minimum 8 years of progressive managing experience in eHealth, digital health, healthcare technology, or IT operations environments, including responsibility for mission-critical services and systems.
- Demonstrated experience leading multidisciplinary teams and managing technology-enabled service delivery within complex healthcare or public-sector organizations.
- Strong experience with operational readiness, service transition, change management, and benefits realization, supporting the successful adoption and sustainment of new technologies and services.
- Working knowledge of EMR platforms, clinical workflows, IMIT infrastructure, and operational best practices, including experience supporting service growth and operational maturity.
- Experience establishing and managing Quality Assurance (QA) and Quality Improvement (QI) programs, developing performance metrics, dashboards, and service level agreements (SLAs), and supporting audit readiness, compliance monitoring, and operational governance is an asset.
Knowledge- Knowledge of First Nations cultures, traditions, values, and communication protocols, with a commitment to cultural safety and humility.
- Excellent knowledge of digital health services, including primary care systems, Electronic Medical Records (EMRs), virtual care technologies, and collaboration platforms.
- Working knowledge of EMR platforms, clinical workflows, and healthcare technology operations, supported by a solid understanding of IMIT infrastructure, operational best practices, and service expansion.
- Knowledge of project management principles and service delivery approaches to effectively manage competing priorities, initiatives, and operational demands.
- Experience applying customer service and stakeholder engagement practices to build strong relationships and collaborate with diverse clinical, technical, and leadership groups.
- Knowledge of continuous improvement and service management frameworks, including Lean, ITIL, process optimization, root-cause analysis, Quality Assurance (QA), and Quality Improvement (QI) methodologies.
- Demonstrated ability to analyze operational performance, identify service gaps, implement improvements, develop performance measures, and support service excellence and accountability.
- Excellent leadership, communication, consultation, consensus-building, negotiation, conflict resolution, and team-development skills, including experience working with senior leadership, cross-functional teams, and diverse stakeholders.
Please refer to Job Specification section of the Job Description for more details.Working at FNHAAs a member of the team, you will have access to a wide range of employee benefits, including:
- Municipal Pension plan with an employer contribution of 9.31%
- 4 weeks' vacation, which increases with service to 5 weeks, plus 5 personal days, 1 volunteer day, and 14 public holidays including National Indigenous People's Day, National Day of Truth and Reconciliation, Easter Monday and Boxing Day
- 5 cultural days per year for non-union First Nations, Inuit, or Métis employees
- Access to group health benefits and a Health Care Spending Account through Canada Life on day 1 of employment
- And more!
Leading with culture, all FNHA employees complete San'yas Indigenous Cultural Safety Training. We support our family to be leaders in wellness and all staff members develop a yearly wellness plan as part of their performance partnership and goal-setting.
The Pay Range is the minimum and maximum annual salary based on full time equivalent hours.
Incumbents are typically hired, transferred or promoted between the minimum and midpoint of the range based on their knowledge, skills, abilities and experience in relation to the role requirements.
The top 10% of the pay range is for the incumbents who are industry experts in the job with the combination of exceptional experience and competencies needed to perform all duties and responsibilities at a superior capability level. Internal employee compensation will be determined as per the FNHA Employee Total Compensation Policy.
How to applyIf this sound likes the opportunity for you, please click on the 'Apply for Job' button.
Closing date: September 15, 2026 (at 23:59)
ResourcesFor more information about us, please visit: www.fnha.ca/about/work-with-us
For information about https://www.fnha.ca/what-we-do/cultural-safety-and-humility and for information about Land Acknowledgements
If you have any inquiries or issues please contact FNHA Recruitment at
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