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About the role
Key responsibilities & impact- Own daily delivery across all customer care tiers and channels, including phone, email, chat, and video
- Act as a player-coach, working directly in the queue to model best practices and coach specialists
- Set service levels, coverage models, workflow standards, and operational KPIs
- Own plans for SLA, CSAT, Average Handle Time, and First Contact Resolution
- Identify performance trends, operational risks, and root causes; build corrective action plans
- Lead performance reviews and operational business reviews with internal stakeholders and partner leadership
- Support incident and volume management during elevated contact periods, product issues, launches, and disruptions
- Serve as the day-to-day operational contact for Tonal’s outsourced partner
- Hold partner leadership accountable for KPIs, SLAs, quality, staffing, and brand voice
- Report weekly on Care Operations metrics to Logistics, Field Operations, and Care Leadership
- Own workforce planning, staffing models, capacity plans, and operating-budget assumptions
- Lead and develop the team through the Team Lead and senior specialists
- Own the escalations program and health, safety, and legal escalation chain
- Translate the operating plan into daily execution
- Partner with Care Enablement on troubleshooting SOPs, training, knowledge gaps, and tool updates
- Coordinate with Logistics and Field Operations to improve the end-to-end Member experience
- Represent Care Operations in cross-functional initiatives and launches
Requirements
What you’ll need- 5+ years of experience in Customer Care, Customer Support, or Contact Center Operations
- 2+ years leading teams, vendors, or outsourced operations
- Experience managing operational KPIs and using data to identify and resolve performance problems
- Experience handling complex escalations and high-impact customer situations
- Strong vendor and stakeholder management skills
- Proficiency with CRM and support tooling
- Understanding of how backend systems shape the frontline experience
- Ability to work weekends, holidays, and after hours as coverage requires
- Ability to participate in on-call responsibility for incidents, outages, product issues, and elevated volume periods
- Must be authorized to work in Canada
Benefits
Comp & perks- Health insurance
- Retirement savings benefits
- Life insurance
- Disability benefits
- Flexible paid time off
- Parental leave
- Tonal product perks
- Competitive compensation package
- Collaborative, mission-driven team
- Employee experiences that contribute to professional growth