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.

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.

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.

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.

KEY COMPETENCIES

Systems Thinking

Execution & Ownership

Customer & Provider Focus

Problem Solving

Adaptability & Comfort with Ambiguity

We are a team: We’re team Maple. We’re better together. We support each other, face challenges collectively, and are united in a belief that we can make a positive difference in healthcare, as one.

We can do big things: We’re bold. We know that if we push the boundaries, and inspire each other to dream bigger and think differently, we will realize our incredibly ambitious goals.

We celebrate wins and own mistakes: We empower each other to own our contributions. We celebrate and learn from our achievements, and we recognize and learn from our mistakes.

We get better every day: We never settle. We’re always learning and improving, always seeking feedback, and we tackle challenges with a belief that better is always possible—in ourselves, our processes, our products and our services.

We’re all the way in: We’re fully committed. We strive for excellence, are driven by our purpose, and we act with urgency to fulfill it every day.

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.

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.

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