Service Design & Delivery Manager (Virtual Care)
Maple
Design
Toronto, ON, Canada
CAD 93,500-104,500 / year
Build better healthcare together
Maple’s purpose is to meet the world's healthcare needs. We’re Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we’re proud that over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care. We enable people to take control of their health and push the boundaries of what’s possible every day.
Bold minds. Big impact.
A career at Maple is about making an impact. We empower bold thinking, surround you with an inspiring team and are driven by a motivating purpose. Here, you’ll do work that changes lives — including your own.
The role
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 experiences
- 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
As a Service Design & Delivery Manager, you will:
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
Who you are
- Have 3+ years of experience in healthtech, consulting, operations, or service design/implementation roles.
- Have experience executing cross-functional initiatives from concept to rollout.
- Are a strong systems thinker with the ability to design and improve complex workflows.
- Have strong analytical and business acumen, with the ability to translate data insights into impactful operational and service improvements
- Have experience translating business, clinical, or technical requirements into operational processes.
- Have a demonstrated ability to manage multiple priorities and deliver results in a fast-paced environment
- Are an 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.
- Have 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
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
- Maple for you and your family: Free, 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 specialized 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 Virtual Care Services Manager
- Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
- Start date: June 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
At Maple, we do not 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.