Manager, Care Operations

Tonal
Toronto
Workplace: HybridFull timeCAD 95,000 - 120,000 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Coaching","Leadership","Vendor management","Stakeholder management","Decision-making"]

Lead day-to-day care operations for a seven-days-a-week program spanning an in-house Toronto team and an outsourced partner. Own daily delivery, coverage models, and frontline queue execution while setting and driving SLAs and KPIs like CSAT, AHT, and First Contact Resolution. Manage partner performance to agreed targets, handle incident/volume surges, and lead team leaders and specialists through coaching, escalation ownership, and workforce planning.

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FursaFursa
Tonal
Tonal
16 hours ago

Manager, Care Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead day-to-day care operations for a seven-days-a-week program spanning an in-house Toronto team and an outsourced partner. Own daily delivery, coverage models, and frontline queue execution while setting and driving SLAs and KPIs like CSAT, AHT, and First Contact Resolution. Manage partner performance to agreed targets, handle incident/volume surges, and lead team leaders and specialists through coaching, escalation ownership, and workforce planning.
Location: Toronto
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Act as a hands-on player-coach to model best practices, coach in real time, and establish baseline workflows
  • •Own daily delivery across all tiers and channels (phone, email, chat, video), setting service levels, coverage models, and workflow standards
  • •Own SLA, CSAT, Average Handle Time, and First Contact Resolution plans and accountability for hitting targets
  • •Manage day-to-day outsourced partner performance, including KPI/SLAs, quality standards, staffing commitments, weekly performance reviews, and escalation of unresolved issues
  • •Own workforce planning and capacity across the seven-day operating window, adjusting intraday based on forecast accuracy, shrinkage, and service-level performance

Pay and Benefits

Salary: CAD 95,000 - 120,000 annually

Key Requirements

  • •5+ years of experience in customer care, customer support, or contact center operations, including 2+ years leading teams, vendors, or outsourced operations
  • •Operationally minded; can move comfortably between the operating plan and the queue to set standards and hold the operation to them
  • •Managed operational KPIs and used data to find and fix performance problems, understanding root causes and driving process, staffing, or enablement changes
  • •Empathetic coach who can motivate a team and turn complex data into actionable feedback
  • •Handled complex escalations and high-impact customer situations and can navigate gray areas with quick, sound decisions
Experience:5+ yearsCustomer careCustomer supportContact center operations
Skills:CoachingLeadershipVendor managementStakeholder managementDecision-making
Tech Stack:CRM

Company Brief

Tonal
Designs and sells a connected home strength-training system combining digital weight hardware, personalized coaching, and AI-driven workouts. Tonal offers subscription-based fitness programming, performance tracking, and guided resistance training for at-home users.
Industry: Fitness
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2015
WebsiteLinkedIn