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.

YOUR IMPACT

• 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.

Critical to success in this role will be your ability to understand our industry, business, and customers, coupled with your passion for results and operational capabilities. Resilient and collaborative by nature, you possess the ability to manage complexity and navigate a fast-paced environment to deliver meaningful impact and results.

WHAT SUCCESS LOOKS LIKE

Within the first 90 days, you'll build a strong understanding of Maple's current service models, workflows, and product ecosystem, establish relationships with key cross-functional partners, and begin contributing to active service design and rollout initiatives.

You will execute key components of the CCSO product roadmap, lead end-to-end rollout of new workflows and features to ensure strong adoption, and establish metrics and feedback loops to evaluate service performance.

Within 12-18 months, you will drive measurable improvements in service adoption, satisfaction, and operational efficiency, while playing a key role in scaling new and existing services across B2C, B2B, and B2I channels. You will lead efforts to inform the product roadmap for the remainder of 2026 focused on improving quality of care. You will also partner closely with Provider Network Operations to support and evolve a comprehensive provider engagement strategy, contributing to the continued development of the Service Excellence function and its long-term strategy.

CANDIDATE PROFILE

• 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.
• 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.

Not checking every box? Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and we're committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there's any accommodations that would make your experience more comfortable, please let us know.

KEY COMPETENCIES

• Systems Thinking
• Execution & Ownership
• Customer & Provider Focus
• Problem Solving
• Adaptability & Comfort with Ambiguity

WORKING AT MAPLE

We want you to love working at Maple-feeling challenged, supported, and cared for. Just as we strive to grow and improve, we encourage you to embrace the same mindset as you work toward your personal best. Together, we can learn, develop, and power the future of healthcare. At Maple, your success is our success.

We care about your health and well-being. Here's how we've got you covered:

• 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.

The pay range for this role is $93,500 - $104,500.

Offers can vary depending on skills, experience, and readiness to meet Maple's expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you're welcome to ask at any point in the interview process.

OTHER

• Job type: Full-time
• Hiring manager: Senior Virtual Care Services Manager
• Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
• Start date: June 2026
• Vacation: 3 weeks