Salary :
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The role
You'll 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'll be a key driver of execution across CCSO initiatives, making sure service delivery is operationally sound, ready for our network of practitioners and aligned with where the organization is going.
This role is ideal for a systems thinker and builder—someone who enjoys solving complex operational problems and bridging strategy and execution in a fast-paced healthtech environment.
Your responsibilities
As the Service Design and Delivery Manager, you will:
Translate service models and product features into scalable workflows, SOPs and practitioner-facing processes
Support implementation and rollout of new services and features—including AI-enabled tools—making sure operations are ready and adoption goes smoothly
Drive alignment across cross-functional teams to keep patient and practitioner experiences consistent and high-quality
Help build the strategy to scale CCSO service delivery across primary care and care programs, partnering with
Provider Network Operations (PNOps), Customer Support (CS) and Care Delivery Operations (CDO) on execution
Run regular workflow audits and iterative launch cycles to spot opportunities to improve efficiency, quality and experience
Monitor adoption, satisfaction and performance metrics for services and features—and turn insights into continuous improvement initiatives
Bring practitioner, patient and partner feedback into service design and iteration—you'll be the voice of both the practitioner and the customer in the room
Facilitate cross-functional planning, ideation workshops and the synthesis of operational insights to guide prioritization decisions
Help build out the interoperability roadmap by scanning the health tech landscape and recommending product enhancements that improve data exchange and care continuity
What success looks like
Over the next 12 to 18 months, you'll drive measurable improvements in service adoption, satisfaction and operational efficiency, and play a key role in scaling new and existing services across our B2C and B2B channels. You'll inform the product roadmap for the rest of 2026 with a focus on quality of care, partner closely with Provider Network Operations to evolve our practitioner engagement strategy and contribute to the long-term direction of the Service Excellence function.
What you bring
Three or more years of experience in healthtech, consulting, operations or service design and implementation roles
A track record of executing cross-functional initiatives from concept to rollout
Strong systems thinking, with the ability to design and improve complex workflows
Strong analytical and business acumen—you can turn data insights into operational and service improvements that actually move the needle
Experience translating business, clinical or technical requirements into operational processes
A proven ability to manage multiple priorities and deliver results in a fast-paced environment
Excellent verbal and written communication skills, with the ability to deliver compelling presentations that influence and align stakeholders
Comfort working with AI tools—and a curiosity about how they can be applied to make service delivery faster, smarter and more scalable
Experience working with product teams or supporting product rollouts—nice to have
Familiarity with virtual care, digital health or regulated environments—nice to have
Play to your strengths. Finding the right fit goes both ways — so this section is yours to complete. When you join, you’ll add the unique strengths you bring that aren't captured above.
How we'll support you
We recognise our people’s health is everything. That's why we take care of them.
Maple for you and your family: 24/7 access to general practitioners, pediatrics, and mental health therapy for you and your family. Care starts on day one.
Comprehensive health coverage: Medical, dental, and life insurance because your peace of mind—and your loved ones—matter most.
Health Spending Account: Extra funds to cover the essentials that make a difference, from new glasses to specialised therapy.
Flex Benefits: An annual budget built for your growth and well-being. Use it for professional development, wellness expenses, or a one-time boost to your retirement savings. You choose what matters most.
Health Days: Life happens. We provide 10 dedicated days for rest, medical appointments, or caregiving, so you can show up at your best.
Destination Days: Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to 5 days per year.
Group Retirement Savings Plan: We’re here for the long haul. Invest in your future with our group retirement plan.
The details
Job type: Full-time
Hiring manager: Senior Manager, Virtual Care Services
Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
Start date: July 2026
Vacation: 3 weeks
Pay range: $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.
At Maple, we’re committed to the safety and security of our platform. Please note that any offer of employment is subject to a criminal record check (EPIC) and identity verification. Additional checks, including employment or education verification, may be conducted depending on the requirements of the role.
Use of artificial intelligence
We don’t currently use artificial intelligence (AI) or automated tools to screen, assess, or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.
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